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  Post #31 (permalink)   10-10-2017, 08:59 PM
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Join Date: Apr 2015
Posts: 158

Status: Harv45 is online now
As someone else mentioned on here...

Live chat is a "dual edged sword" where it great sometimes but sometimes also hit the fans...

For instance...

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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  Post #32 (permalink)   11-09-2017, 04:25 PM
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Join Date: Nov 2017
Posts: 19

Status: serverogen is offline
i you can hire someone and be online 24 hours definitely it would help your business but if you are not able to provide a 24/7 support in that case a live chat option on you website would harm your business
 
 
 


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  Post #33 (permalink)   11-14-2017, 01:59 PM
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Join Date: Aug 2010
Posts: 118

Status: zomgmike is offline
I don't think people get as spooked about unmanned livechat as you might expect, so long as it is manned a reasonable amount of time. I'm able to "hold down the fort" on our livechat about 11 hours per day. The other 13 hours it simply allows customers and prospective customers to leave a question, and I email them back as soon as I see it. If I were to fail to email them back, that should be a red flag for them.

One underrated thing about livechat, in may implementations at least, is that it's often hosted by a third party these days. In an absolute worst-case scenario, a client who is unable to reach support via traditional means can often still reach us via livechat.

Finally, 24/7 livechat is obviously the MOST ideal situation. When that is not possible I think we've reached the point in 2017 where clients would prefer *some* livechat over *no* livechat.
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  Post #34 (permalink)   11-16-2017, 06:34 PM
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Join Date: Nov 2017
Location: Los Angeles, CA
Posts: 16

Status: SpdyHost is offline
I would have to agree with the above. I recently added Live Support to my website and I am generally on it 3+ hours a day religiously but then after that, if I have spare time, I'll just open up the desktop app and have it running in the background. I definitely thinks it draws more security to your services but at the same time with it being unmanned a lot, I can see it being an issue.
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