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  Post #16 (permalink)   03-13-2017, 03:23 PM
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Live chat, for me, is a requirement! But a website having a Live Chat button doesn't mean anything if nobody is ever around, or it's always offline.

We ran 24x7 live chat for over 15 years and it was the best investment. Not just sales chat, but tech support chat. If support took longer than 15 minutes or we needed to document it, then we asked clients to put in a ticket, but Live Chat is what our customers came to expect and depend on.

Today, I use a host that offers live chat. I have another that only offers Live Chat for Sales, but usually when I have a problem, I need an answer, and not a sales question.

If you can man the stations and have the support staff to handle it, then Live Chat is a great option. Even running it just 9-5 while you're around, is a benefit. But longer chat hours would be recommended.

If you can get your ticket responses in less than 15 minutes (and I mean REAL responses, not just "I'll look into it"), then Live Chat should be your next option to offer.
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  Post #17 (permalink)   03-18-2017, 03:03 PM
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Thanks for all your feedback. I will likely implement one then. Any recommendations on which software to use? I have an idea what is out there but not which is considered best.
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  Post #18 (permalink)   03-20-2017, 09:53 AM
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Quote:
Originally Posted by HostaPolis View Post
Thanks for all your feedback. I will likely implement one then. Any recommendations on which software to use? I have an idea what is out there but not which is considered best.
The competition in this field is fierce, but you should go with something that is right for you, not necessary what's considered best out there. I don't have direct experience with any live chat applications, but I do know there are a lot of new, interesting and intuitive apps appearing. I've mentioned two in recent history: one from the same maker as the helpdesk I utilize on HD called Freshchat (see thread) and one called HubRocket (see thread), which also happens to be developed by one of our valued long-time members.
 
 
 


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  Post #19 (permalink)   03-23-2017, 03:12 AM
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Live chat will give your business more credibility as people would view it as having better support.
 
 
 


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  Post #20 (permalink)   04-03-2017, 08:15 PM
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My 0.02 here:

Live chat clients tend to be more 'gimme gimme gimme' oriented. They are more impatient. For this reason, I've actually thought strongly about tossing it. It doesn't add that much 'benefit' things that often.

Case in point:
Policy is to require a ticket for tracking purposes when a client wants a quote for work. This is in order to track the request, from beginning to end, for thoroughness.

When potential client starts a chat request for these things, and they're redirected to the contact form, it's typically an uphill battle. They don't want to do so, or say "I understand", and never do.

Either that, or the annoying "When will you activate my order, I just placed it like 5 seconds ago" chats. Oy vey...

From personal experience, live chat doesn't work terribly well.
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  Post #21 (permalink)   04-04-2017, 01:44 AM
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Live chat is a great asset, communication is one of the most important thing for pretty much anything and that includes business. Having a responsive live chat on your site is a huge + from client perspective. To me benefits of it is too good to pass on for pity reasons.
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  Post #22 (permalink)   04-04-2017, 04:31 PM
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Quote:
Originally Posted by whmcsguru View Post
My 0.02 here:

Live chat clients tend to be more 'gimme gimme gimme' oriented.
But prospective clients will use live chat to get deals that are not on your website. If i can give them a deal then i will. If they want me to throw in a domain for free then as long as it is a std domain tld then i will as this will most likely be covered by the first months hosting fee, but as the domain is part of a hosting bundle then it will be locked, so it cant be moved away. If they then decide to leave they have to pay the full cost of the domain before it can be unlocked and if they dont or wont pay then the domain registrants details are changed over to my business.
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  Post #23 (permalink)   05-07-2017, 01:03 PM
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Live chat can be a huge asset but it can also be a huge liability. It depends how you've implemented it and the nature of your business.

If most of your support requests can be handled easily then live chat is perfect, if they require much more time I don't think you can beat tickets.

I used to host some websites with HostGator, when they removed the ability to submit a ticket forcing you to use delayed live chat I canceled my account after 7 years. In my opinion in the hosting industry support tickets can't be beaten.
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  Post #24 (permalink)   05-12-2017, 03:33 AM
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Its 100% yes for us as 99% of our customer prefer our livechat for support/sales related question its quick and easy to sort.. most important they know we are available 24x7 for assistance.
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  Post #25 (permalink)   05-12-2017, 11:05 AM
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Its great for sales chats when people have a lot of questions. I am not a huge fan of it for technical support though since it can complicate an issue even more if the issue is ongoing. Meaning that if it takes time to resolve the issue, live chat is not good for this since there may be multiple people working on it and information may get lost. So its best to keep all information and what has been done to fix the issue in one ticket.
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  Post #26 (permalink)   05-12-2017, 11:32 AM
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live chat for support leaves you wide open to all sorts of legal issues if you mess with a clients account.

i.e. you get a live chat from a client to say they have an issue and need your help, so you go into their account and change some settings or remove a file as instructed via live chat. An hr later you get a ticket from the client asking what has happened to their website as a file is missing and some settings have changed. so you explain about the live chat and find out the client never chatted with you ( it turns out to be a friend of the client), you have no recourse and the client can take action against you for messing with their account.
support should always be done via their client area as this way they have to login, so you are protected if anything goes wrong
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  Post #27 (permalink)   05-13-2017, 04:35 PM
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I say yes, it's a benefit for your customers it also will help you increase conversion rate by talking with your potential customers in real-time and you've a chance to convince them with your service/product.
 
 
 


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  Post #28 (permalink)   08-25-2017, 04:28 AM
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if it helps clients so why not or getting new clients :-)
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  Post #29 (permalink)   09-01-2017, 06:54 PM
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Live chat is great for sales but support is typically best handled through a ticket system.
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  Post #30 (permalink)   10-10-2017, 08:25 PM
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Yes, personally, I think having a live chat is an asset.

If enquiries were needed when browsing through the website, live chat will be there to guide you on the information you need before you make any purchase.

Unless, you would need technical assistance, asking through a live chat will not solve it but they will either ask you to send in through the ticket system or they create it for you. For me, I think this procedure is right, through the ticket system, hosting company can actually keep track of what customer's had asked to actually improve themselves.
 
 
 
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