I have now switched to using Trillian so I can use four of the most popular messengers. I don't so much use the messenger for clients but more for staff.

Using it to talk to my staff is much better than the conventional email etc.

We only offer 1 messenger service and that is MSN. I feel that if the customer wants to use the messenger service that bad they will install the MSN. With all our other contact methods available this MSN service is just an added convince and not necessary.

The downfall of using a messenger like MSN is th client feels like they can contact you about any little question or detail where if this was not available they would not even bother to ask for support. So it can get hectic with this method.

I think using more than one or maybe 2 messenger services would be too much hassle and would cause alot of confusion. Especially if you use also use these same programs for personal use.

Yes, and the bigger the company gets, the harder it is to properly man and administer this sytem. If further down the line the company realises it's not longer a feasible to use IM, the customers are likely to see it as a sign of lower support standards, even though its not about that at all.

I used to use Gaim for my messengers. It will allow you to use several different at the same time and it is free. But I have to agree with most that it can become pretty hairy when you have alot of people requesting support at once. I feel that the easiest way is to use a ticket system and phone supprt as well. I tried several live chat programs and found that most of the people will not use them. One advantage I did like about them was that fact that they had live visitor stats. You could see who was on your site and what page they where actually viewing. It helped me fix some of the other problems that I had and get more conversions. If you do use a live chat type system I did notice that about 99% of the customers would run when you tried to initiate a chat session. I guess they thought it was some sort of popup ad.

well messengers such skype can only be useful if you provide a real chat + messengers for those who would like to talk via voice and do not want to make a call, then this would be a real benefit (surely if you do not provider any toll free number worldwide LOL)

I use the same type of messenger, meebo.com . I can open my AIM, YM, MSN, ICQ, etc. all at the same by logging on to a single website. I use it for personal purposes and not for handling customer issues.

Having a single point of contact is very important so you can address your clients' issues in a more organized manner. Let's say, you are talking with 2-3 clients on each messenger, wouldn't that be quite a mess? That can be really confusing and you cannot focus on a single problem at hand. I suggest that you get an online chat software/service integrated in your website so you can address a single issue of a client one at a time.

I used to use YIM, MSN, ICQ, AIM, MIRC all in one program. These days though, you won't really need them. Your better off using LIVE chat on your hosting site, or setting up a forum or even a support ticket system. Email is also good, especially if you use outlook and have it refresh every min or two.

We've tried many things over the years and for quite some time now, we only use email, ticket, toll free number and a forum. Out of that, our clients email and ticket system, any pre-sales questions are mostly email.

I didn't list the program I used earlier. I was using trillian messenger back then, which at that time was HORRIBLE! It basically corrupted my accounts after a certain plugin. I hear they are MUCH better now, but I wouldn't go back into using it. I use MSN mostly and don't have many friends on aim/yahoo etc.. Most of them have moved with me on msn.

I usually streamline support through ticketing system. Messengers are only for those clients who'd love to catch me online and throw in questions. It used to waste alot of time for they would then start chatting and the situatino became uneasy one, where i wasn't comfortable and couldn't refuse politely. Now i don't use messengers, life is much better and tickets are doing the job.

Using multiple messengers will waste a lot of your time. I never use messengers to clarify the doubts and technical difficulties of my customers rather I would mail them. When I say email, It doesn't mean it can be sent anytime. They need immediate response from me and First attend their complaints and then only I will do other works. If you are not responding your client then you are at the risk of loosing your customers.

For Nixism I use.. MSN and AIM seeing how those are the 2 most popular ones.

Like has already been post we use ticket support, Email and a 24 hour contact number, we not got enough staff to continue a live chat support. but that would be coming soon, most of the times we prefer a custom soluation.

John