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shockym 07-29-2009 11:24 AM

Live Support - Scripts
 
I think we are going to start testing some new types of software out there for our live support/chat now live deal. For some reason we have been getting some bots come through and its a pain to try and block them. Any good recommendations from my hosting friends here would be nice. I need something quick and easy to block, or of course, something that is locked down tighter than Fort Knox. ;)

handsonhosting 07-29-2009 02:35 PM

bots are starting live chat with your reps?

That shouldn't happen. You should have fields on the popup window asking for username, email address, questions and departments.

I've not had any issues with bots on our live chat - www.osicodes.com or with the Kayako solution.

Reliable-Hosts 07-29-2009 04:14 PM

I have used Livezilla for a while now

handsonhosting 07-29-2009 09:44 PM

I've been an OSICodes fan for probably near 5 or 6 years at this point I think it is. The latest they put out (3.3) has the multiple operators just like before, but the kicker in the newer version that I like is the ability for an admin to monitor a chat in real time. This is particularly important to our managers so they can watch what a representive is typing and help if needed without being forced to transfer the chat. Perfect for training. This was the one big feature I loved in Kayako also, so I'm glad to see OSI has included it.

THey'll be releasing version 4.0 here shortly, but meanwhile they're selling their software at $49 for unlimited operators, unlimited departments and FULL PHP code access for customizations.

shockym 07-31-2009 11:46 AM

From what I could see all if the info was the same, and yes all fields were filled out.

This is the name/email addy they used:
111-222-1933email@address.tst

Conor, I might need to check into that. The one we use now allows for IP blocking, but I am sure telling you already known, its easy to change IP's lately. :D

Fellow 08-03-2009 11:24 AM

I've not saw any bots hack into an online chat before. I'd lean more towards it being a spammer or someone trying to play mind games with you than a bot? Did they send in an actual message or just log on to the chat?

JLondon 08-03-2009 01:03 PM

ChatStat does offer captcha protection for live chat. Just thought I would throw that out there.

shockym 08-03-2009 01:24 PM

Quote:

Originally Posted by NetLine-James (Post 109969)
ChatStat does offer captcha protection for live chat. Just thought I would throw that out there.

Which fully sucks, pardon my non lady like answer there. :D

It came up to show the person/bot/thing was "typing" but nothing showed on the chat side. And I would really hate to think someone had that much time on their hands to waste trying to agitate a random person for our company.

csn-uk 08-03-2009 04:42 PM

I can’t say I’ve had issues with Bots or Spammers thus far via live support, mainly as iv had none. Wordpress has a tendency to for fill that role however occasionally you do get “children” attempting to amuse themselves with the sales team.

I’m partial to kayako especially with its integration into whmcs, previously using it numerous times, although at the current cost and based on the usage we currently receive we’re sticking to livezilla as its perfectly fitting for the volume of requests + the newer version has added some of the much desired features.

The choice really is based on the usage and usability, couldn’t say livezilla is great for training as kayako or that of the system steave mentioned but it as other for fills a role based on the situation - probably more suited for sales than support in my opinion :)

handsonhosting 08-03-2009 06:24 PM

Just a heads up on the training aspect of Live Chat Softwares, the new version of OSICodes chat now has the ability for the admin to view the chat in real time and provide assistance as needed. Really Nice. Works just like Kayako without the price ($49 special)

JLondon 08-03-2009 09:57 PM

That doesn't sound bad, but I love a lot of features and screen sharing is a big plus. So, you can probably guess who I would use.

surgematrix 08-03-2009 11:23 PM

We are using Livezilla. It works well for us.

handsonhosting 08-04-2009 10:52 AM

The greatest thing about software is that it's ever changing. We used helpdesk systems in 2000, changed to others in 2003, a new one again in 2004, and then BACK to the original from 2000 which had vastly improved. Then a new system came out, we moved to that, it was wonderful, but didn't have some features we would have liked to see, so we moved to another.

While it may seem that there was a lot of bouncing around, the client didn't get to see any of it really. All the training and learning was by our admins and tech support as it showed different data or displayed differently.

So while you may like a certain script now, always be looking out for the next greatest thing, it could be right there :) I do checks of various scripts/programs that we use almost monthly, and while we've paid a pretty penny for OWNED licenses (never rented), there's no hesitation to change to something better if it will be of benefit.

shockym 08-05-2009 02:27 PM

This is something for me to seriously think about. Everyone hates change and sometimes there are some clients who hate it even more than I do, though I will take all feedback with welcoming arms.

I have poked around a tad but I still need to poke around some more. I was thinking about Livezilla too, that one I do remember. I am not sure about the idea of a big price jump though. The one we have now we seldom use (even though people are still logged into it on our side), just sometimes clients or potentials do not use it I guess.

handsonhosting 08-05-2009 04:45 PM

There's definitely an art to the live chat. You also must make it VERY obvious on your site that you provide live help. Include it on your home pages, your billing pages, blogs, forums and any other aspect that relates to your hosting company. You'll be surprised at just how many utilize it for everything from a friendly HELLO to technical support to just people testing to make sure you really ARE online like you say you are ;)

Kayko I was a big fan of (still am) and paid the $500+ for the software and bells and whistles, but yet we use the $49 software we've used for many years in the past.

Change IS something to be concerned with. We recently changed our skin on our site, and while the navigation is exactly the same, the main page is much different - you'd be surprised just how many people comment on that i that it's easier to get around, even though the drop downs are EXACTLY the same :)

For comparison -
http://www.handsonwebhosting.com - the new look
http://www.handsonhosting.com - the old look (minus two links in the top navigation
http://www.handsonssl.com - the old look with different color (BLUE)
http://handsondedicated.com/management/ - old luck with color BLACK

just the slightest change will produce results (good or bad), but as long as it's producing positive results, then the A/B and Quality testing pays off.


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