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  Post #46 (permalink)   05-29-2018, 05:05 PM
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It's a big advantage in ensuring the conversion goes through. However, you will need experienced staff for it and it should be working 24/7. An "offline livechat" will create the opposite effect. Also, you don't answer on the live chat in a timely manner, it decreases the chances of a conversion.
 
 
 


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  Post #47 (permalink)   05-30-2018, 04:28 AM
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Quote:
Originally Posted by MVPS View Post
it should be working 24/7. An "offline livechat" will create the opposite effect.
It does not have to be on 24/7. it is just another support channel where a customer or potential customer can chat with a live person.
Some larger companies actually use bots and virtual assistants to run live chat sessions.
showing you are offline is not negative as it shows you are real, people do expect live chat not to be running 24/7, some live chats systems will make live chat links invisible if no one is online.
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  Post #48 (permalink)   06-02-2018, 06:09 PM
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Been thinking about incorporating live chat here also. I agree it doesn't have to be 24/7 but a live chat that's never available or a live chat where the responses come at a snail pace also have negative effects. And don't get me started on those chat bots lol. @easyhostmedia, that would be great where the chat doesn't show offline but just disappears. Will look into that.
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  Post #49 (permalink)   06-03-2018, 03:22 AM
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Been thinking about incorporating live chat here also. I agree it doesn't have to be 24/7 but a live chat that's never available or a live chat where the responses come at a snail pace also have negative effects. And don't get me started on those chat bots lol. @easyhostmedia, that would be great where the chat doesn't show offline but just disappears. Will look into that.
Most live chat providers will have an option to make the chat window non visible if offline
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  Post #50 (permalink)   06-05-2018, 04:12 PM
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Most live chat providers will have an option to make the chat window non visible if offline
Thanks. Started testing one after my original post and so far so good.
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  Post #51 (permalink)   06-08-2018, 03:16 AM
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Of course, it is one of the most direct contact method to clients. Knowing what they need and providing a suitable solution to them is important. Some of the livechat request visitor enter contact details that may also useful for sales purpose.

But if you cannot provide prompt reply in 24/7, better not to have it on website. That may make visitors think that your services and supports are not good.
 
 
 


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  Post #52 (permalink)   06-15-2018, 04:21 AM
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I think support via live chat actually reduces your support performance, and live chat for sales is very beneficial.
 
 
 


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  Post #53 (permalink)   06-16-2018, 02:11 AM
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Hello,

As per my experience live chat for sales must be there and in case of emergency transfer option to Tech must be provided, in order to handle some of the important cases.

Thanks !!
 
 
 


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  Post #54 (permalink)   06-16-2018, 02:28 PM
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Live chat is great to have on any site but I believe live chat should be solely used for sales questions.
 
 
 


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  Post #55 (permalink)   06-19-2018, 08:42 AM
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We all know the importance of time, I've consider live chat one of the most valuable asset for the business.
 
 
 


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  Post #56 (permalink)   07-18-2018, 01:51 PM
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Support should be secured ticket access only. Sales can be chat, I prefer to pick up the phone and talk to people. It all comes down to what your sales team is comfortable with. To answer the original question, it all depends on your sales workflow.
 
 
 


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  Post #57 (permalink)   08-08-2018, 03:22 PM
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Yes, Live chat give more close support to your customers in case they really need help in urgent and expecting a immediate response.
 
 
 


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  Post #58 (permalink)   08-09-2018, 03:01 PM
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I consider live chat an asset. As a customer for any services, I always look live for live chat for a fast way of communication instead of waiting for an answer via e-mail.

You always need to put yourself in people's shoes. I'm sure customers like live chat, especially if they have website issues, they can hop on chat and talk to a staff member.
 
 
 
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