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  Post #31 (permalink)   10-10-2017, 08:59 PM
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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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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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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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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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  Post #35 (permalink)   12-01-2017, 04:32 AM
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Yes live chat is contemplate as best asset.
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  Post #36 (permalink)   01-03-2018, 03:34 AM
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The live chat is an excellent tool for client conversion. Since I started using it I noticed an increase in client conversion. Sometimes clients just want to check in and see if someone is there on the "other side" and it is totally enough for them to order.
Customers don't like it when your website seems unmanaged.
Most questions are quite basic anyways.
I would not recommend outsourcing though.
 
 


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  Post #37 (permalink)   01-03-2018, 07:03 AM
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I've been working in a couple of IT companies and every of them consider Live chat being an important option for every business.

I can give you 2 of my personal experiences:

1) I've been working at a position of Live chat agent for medium-seized american company with a revenue of more than $2m yearly. I can tell you that about 5-10% of clients (it's a good conversation rate) came to us through the live chat, even considering it was not 24/7, but 9/5.. But of course the representative in live chat should be a good expert with high motivation, because according to stereotypes and my own experience, the most employers don't wanna to pay extra, so simply hire unqualified Indians for such positions for less money.

2) After working at a position of live chat agent, as a customer I started using live chat tool where it is possible. I cannot tell you that they helped me in 100% of cases, but I was highly impressed how helpful it could be for me as a client (I personally try to find an answer before asking in Live chat)

Last edited by unihost com : 01-03-2018 at 07:09 AM.
 
 


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  Post #38 (permalink)   01-03-2018, 08:42 AM
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  Post #39 (permalink)   01-04-2018, 05:28 AM
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It is an advantage to have a live chat as long as the person you are chatting knows what to do with your concern/s. It is good for quick queries and questions.
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  Post #40 (permalink)   03-26-2018, 06:41 AM
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Live Chat is a good option as we can provide real-time customer service and it has a lot of other benefits. However, before implementing the live chat system ensure that you can meet the following

Determine your availability based on your customer needs
Guaranteed response and resolving time
Train your live chat employees on customer service and communication etiquette
Determine the process of escalating the complex issues to the support team
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  Post #41 (permalink)   04-05-2018, 07:44 AM
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I think Live chat is necessary and gives the customer assurance they have reliable support available. Also, the usual time spent in live chat from my experience is very short conversations/simple general questions.
 
 
 


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  Post #42 (permalink)   04-05-2018, 07:59 AM
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Quote:
Originally Posted by Wavy IT View Post
gives the customer assurance they have reliable support available.
because a site has Live chat this does not mean they give reliable support
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  Post #43 (permalink)   04-05-2018, 08:22 AM
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Quote:
Originally Posted by easyhostmedia View Post
because a site has Live chat this does not mean they give reliable support
That's true, maybe I should've worded that differently. It doesn't mean they give reliable support - the actual experience and support will determine that.

From my perspective, when I see a site that offers live chat and prefer a quick response, I typically have more success using live chat and if it's 24/7 - it gives some assurance that there is always someone available to provide support when necessary, and support is of high priority to that company, or at least that's my opinion. That may not be true for every company out there as some are not up to par on customer service but overall I think it's a good idea to offer this as a support option.
 
 
 


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  Post #44 (permalink)   05-03-2018, 10:26 AM
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Quote:
Originally Posted by Wavy IT View Post
That's true, maybe I should've worded that differently. It doesn't mean they give reliable support - the actual experience and support will determine that.
I agree with this: it's extra tool in your arsenal to show that you're serious about support, and it can help with sales-related questions too.

What I don't like is a bot masquerading as 'live chat'. While bots are fine, they should make it clear that you're going to be through a multiple-choice 'choose your own adventure' game - and not getting a direct answer to (most) complex questions.

I just had an experience of this and left the company's site (never to return! ), and I'm still sour about it...
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  Post #45 (permalink)   05-23-2018, 10:21 AM
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Yes, It keep your existing clients stable in case they need assistance in emergency.
 
 
 
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