As someone else mentioned on here...
Live chat is a "dual edged sword" where it great sometimes but sometimes also hit the fans...
1. If it not manned 24/7 or close to that then it will seems like support is "always offline" to the potential customers.
2. May convey the wrong ideas of support. Like "instantaneous" responses/solutions and etc.
3. A liability issue since they don't has to be logged in to use it.
and so on.
I see it as unless you have a strong "army" to man it as well as tickets then having it could be useful for sales.
But why not just speed up tickets? If you can give general responses in under 15 minutes (like how to do something) then why worry about YET another system?
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