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-   -   Alternative to live support (http://www.hostingdiscussion.com/customer-service-support-issues/42094-alternative-live-support.html)


Harry jack 06-13-2016 01:29 AM

Alternative to live support
 
Can anybody suggest alternative way for live support. As some of the hosting providers do not provide complete support on live chat even if the service is managed one. What is better way to contact them? Sometimes even support tickets response is not so quick..

Alex HubRocket 06-13-2016 04:39 AM

Really, you have to go with what the company offers. There is just no other way and if you try to reach out to a support channel where they do not provide support, you're just going to get redirected to a channel where they do offer support (the help desk for example).

If you're not happy with your hosting provider (as they only provide support over the helpdesk), the only other option is to find a new provider that offers the support channel you prefer.

You can look if your provider offers: Skype, tickets/email, live chat, phone and even over social channels such as Twitter / Facebook.

nixtree 06-13-2016 09:19 AM

One thing you can check is if their SLA is met . If that is met and that is not the one you need, then look for better managed service or take a unmanaged server and get a support company to manage your vps

RH-Calvin 06-15-2016 05:11 AM

I can suggest a Facebook button with chat application on your website as a good alternative to live chat. It will help communicate with your visitors anytime just as a live chat support.

whmcsguru 06-16-2016 02:41 PM

When it comes down to it, ask yourself this... It's important
Quote:

Do I need live support?
In most cases, the question is absolutely not.
This is hosting we're talking about, not typically something that you need to talk to a person one on one about.

LorisZ 06-16-2016 11:10 PM

Check out their Skype support or Email Support. you can even contact them through facebook.

Adam Greer 06-17-2016 08:24 AM

skype, facebook, telegram, viber, whatsapp

ps we use skype as alternative live chat

praveenk 06-17-2016 09:04 AM

Solution
 
Quote:

Originally Posted by Harry jack (Post 192181)
Can anybody suggest alternative way for live support. As some of the hosting providers do not provide complete support on live chat even if the service is managed one. What is better way to contact them? Sometimes even support tickets response is not so quick..

Basically its depend on your service, which kind of service or product you are providing. If your service/products don't required 24x7 support then you can use live chat support for specific time period like one shift and Skype for remaining two shifts, so you can manage it from your mobile easily :thumbup:

OffshoreDdcated 06-17-2016 11:18 AM

Their is no alternative to live support. Skype can take place as second to live support facility.
Sometimes communicating via Skype comes out to be more helpful and useful.

zomex 06-18-2016 04:22 PM

Skype is the closest to live chat and very popular these days.

Although live chat isn't always needed, some companies do just fine without it. It's better to offer no chat than chat that's unreliable or not available often.

hostslim 06-20-2016 03:58 AM

You could try to add whatsapp on your support page.

bluelion 09-27-2016 10:46 PM

Email, phone, skype is what we provide. Support over the phone is the worst, but what must customer's require. Lots of waiting around to type and get answers. Much easier to get an email/support ticket so that I can spend a few minutes getting an answer without hearing my breathing and typing.

gigsgigs 10-05-2016 07:54 AM

If you have their contact phone. Just ring them. Simple and straight forward.

xtm_mike 10-05-2016 01:46 PM

We use Intercom which combines live chat, support, intelligence and acquisition.

It's rather expensive but brings all support together.

We regularly get comments about how people love it. It's like live chat but also incorporates email.. if the chat drops off it will send them an email. then conversation can be carried on by email as if it's support.

We Also allow tickets the regular way.

Artashes 10-05-2016 03:01 PM

Quote:

Originally Posted by xtm_mike (Post 195253)
We use Intercom which combines live chat, support, intelligence and acquisition.

It's rather expensive but brings all support together.

We regularly get comments about how people love it. It's like live chat but also incorporates email.. if the chat drops off it will send them an email. then conversation can be carried on by email as if it's support.

We Also allow tickets the regular way.

Never came across this solution before, looks like an interesting spin on chat/support mechanism with an intelligence engine in-between. I bookmarked the site to go over the features in more detail later.


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