Get Paid to Participate - up to $1 per post!     Twitter     Facebook     Google+
Hosting Discussion

forgot password?


  Post #31 (permalink)   09-13-2009, 01:43 PM
HD Newbie
Join Date: Sep 2009
Posts: 26

Status: jpatton is offline
I think live chat is a nice feature if you are online enough to make it worth it. If your live chat icon is always showing offline I think its a bit of a turn off. Now if you could have the icon only appear when you are online, and nothing there when you aren't online that may be an option. For a one man show though you may be better off with just tickets to start out.

Great Plains Web Hosting
Providing Small Business Solutions
Hosting For Your Small Business

  Post #32 (permalink)   09-17-2009, 12:06 PM
HD Addict
euk-damien's Avatar
Join Date: Oct 2005
Posts: 113

Status: euk-damien is offline
Having a live chat as a mode of support indeed helps in pre sales as well as for support issues. If someone is looking for a new host and sees that he/she has more than one avenue to communicate with your company then he/she might be more inclined to purchase an account from you.
Cloud Computing Intelligent & Auto Scalable Pay-Per-Use Cloud
Dedicated Servers Fully Managed UK Dedicated Servers
█ Join our Affiliate Programs for FREE & earn upto 300! per Sale - 150 Days Cookie Period

  Post #33 (permalink)   09-18-2009, 04:17 AM
Account Disabled
Join Date: Jul 2009
Location: Vancouver, BC, Canada
Posts: 21

Status: Sabrina is offline
Hey AbbieRose:
There are many benefits you can get from Live Chat. With Live Chat your customer satisfaction and loyalty will be improved, and your sales also will be increased.

Of course many attentions should be paid on managing Live Chat. I suppose you should have some time to chat with your customers. You can see how many times the customers visit your site and other information of your visitors.

MOD NOTE: Advertising outside the Marketplace is not allowed. Please read the rules prior to posting.

  Post #34 (permalink)   09-18-2009, 05:53 AM
HD Newbie
Join Date: Sep 2009
Posts: 25

Status: hosttalk is offline
Live Chat is very good I think for making a sale or impulse buying, a lot of people for example browsing at say 3pm in the afternoon on a Sunday aren't likely to want technical support, just making queries about products. The same really for late evening type queries.

If you have customers that require after hours support and you're already giving them a service, they will do the professional thing and stick to the ticketing system. I think common sense should dictate that you can't give a total stranger loads of technical support for free when they aren't even your customer. That's abuse of the system as far as I'm concerned and I certainly wouldn't expect it myself. I've never had one of our customers request technical support on live chat and I've been on it at unsociable hours.

If it's involved techincal support issues a ticket should be raised so that it can be prioritised and dealt with in the correct manner then you can start the correct and formal support process over e-mail/telephone.

  Post #35 (permalink)   12-04-2009, 01:38 PM
HD Amateur
Join Date: Jun 2009
Location: Romania
Posts: 50

Status: [HB]Andrei is offline
Live chat is not really an alternative to support tickets... but I believe it gives you an advantage since your clients can chat directly to your sales and support and get answers faster.

  Post #36 (permalink)   12-04-2009, 07:08 PM
HD Wizard
romes's Avatar
Join Date: Feb 2007
Location: IL
Posts: 1,651
Send a message via Skype™ to romes

Status: romes is offline
Live chat is for minor problems or new clients wanting information. Ticket support is what clients should use if they have a problem that needs attention as a tech 90% of the time will tell the client to submit a ticket to tracking and security reasons. Ticket support is by far the best thing any company can have.
__________________ | New Sci Fi Novel! - Aliens, Wars, Backgrounds, Settings and more!
Vanguard Project | Stay up-to-date on the latest news about my sci fi novel!

  Post #37 (permalink)   12-07-2009, 11:42 AM
HD Newbie
Join Date: Dec 2009
Location: UK
Posts: 4
Send a message via Yahoo to povidiu

Status: povidiu is offline
Ticket is the best in my oppinion. First of all you are not under pressure by of the time, you can investigate better, ecc
UK Web Hosting News

  Post #38 (permalink)   12-07-2009, 12:48 PM
HD Newbie
Join Date: Dec 2007
Posts: 32

Status: Nexpoint is offline
I believe if you had to choose one it would be a ticketing system. This provides a good log of the issues your customers have had and how you resolved them in the past.
Driving The Web Further

  Post #39 (permalink)   12-12-2009, 12:54 AM
HD Newbie
Join Date: Nov 2009
Posts: 13

Status: servercoreweb is offline
Good question. We have one and are not on it very often.
|| Only Pay For What You Need. Be Different
Support | Shared | Domains
|| Web Hosting Should Be a Good Price!

  Post #40 (permalink)   12-13-2009, 12:28 AM
HD Amateur
Join Date: Sep 2009
Posts: 65

Status: jlynch is offline
I've seen Live Chat managed very well by two individuals, playing off of each other. I'm not sure why the two are offered here as an either/or option, as they do not deal with the same problems necessarily.

  Post #41 (permalink)   12-13-2009, 12:01 PM
HD Amateur
Join Date: Nov 2009
Posts: 68

Status: HostBill is offline
As for livechat i personally think that it is great for presales/sales questions - making good impression on customers. For psychological reasons its better not to use it as technical support - simply becouse people will expect to have answers and problems solved immediately, which sometimes is simply impossible. If sb ever worked on such thing knows what im talking about.
"hello anybody there? to do this? guide me! now! hello?!"

For bigger companies its ok, in place where support is divided into layers - sb dont know how to solve problem than it goes to higher, more experienced layer of support
HostBill Billing, Support, Client Management Software for WebHosts -
twitter: @hostbillappcom

  Post #42 (permalink)   01-22-2010, 12:49 AM
HD Addict
Join Date: Dec 2004
Posts: 198

Status: arbet is offline
Well having a live support chat in your website would be great. In this way, it could help you so that the queries of the customers won't pile up. And just like all the other customers, they would want an immediate answer to their problems/questions.
Affordable Reseller Hosting: Free Private NS, Unlimited Accounts!

  Post #43 (permalink)   01-22-2010, 09:51 AM
HD Newbie
Join Date: Jan 2010
Posts: 26

Status: zippyhosts is offline
i suggest you to try Kayako ticket system and chat

  Post #44 (permalink)   01-22-2010, 01:55 PM
HD Amateur
Join Date: Sep 2009
Posts: 60

Status: Exciter is offline
Could your live chat service be outsourced to someone else? Are there companies that not only do this for technical issues but for sales as well?

I suppose you could hire an employee to take care of that as well, if you can afford to do so.

  Post #45 (permalink)   01-22-2010, 02:09 PM
HD Amateur
Join Date: Jan 2010
Location: California, USA
Posts: 85
Send a message via AIM to Taylor-e2

Status: Taylor-e2 is offline
The ticket system is a definite must, and regarding the live chat, it just depends on weather you feel it would benefit you and your clients more although it is not a requirement.
Eleven2 Web Hosting - Shared, Reseller and Dynamic Dedicated Hosting, Done Right!
Eleven2 Cloud Servers launching in March 2010
Providing 24x7 Support through Live Chat, Telephone and E-Mail | 1-866-ELEVEN2
Previous Thread Next Thread

Thread Tools

New Post New Post   Old Post Old Post
Posting Rules:
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
vB code is On
Smilies are On
[IMG] code is Off
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On
Sponsored By: