We're not really an LEB host. Our average conversion is $50-100/month in revenue.
Live chat
- Thread starter kaniini
- Start date
tekkiegurl
New Member
Having a live chat for customer is a option for customer who have less technical problems. Customer would greatly appreciate if they get quick answer for easy problems they encounter.
In theory it's good but if you put someone good on live chat, it'll be expensive - if you put a lower tiered staff there, it means it's just a deflection service.
A lot of live chats I've gone to ended up like, "Please tell me more about X"
Live Chat: "I'll have a member of the team reach out to you."
Repeat for every other question you need answering.
A lot of live chats I've gone to ended up like, "Please tell me more about X"
Live Chat: "I'll have a member of the team reach out to you."
Repeat for every other question you need answering.
Yeah that's the downside to live chat. It's nice to have it, but a lot of people use it for technical support when that isn't the intent.
We offer it and it's important that clients be able to get ahold of staff quickly and know someone is there to address their issue. That being said, Technical Support chat is really only good for simple and quick issues (i.e. general q and a's ...firewall blocks on a shared server, etc..). For drawn out or more complex issues, clients really do need to put in a ticket as "live technical chat" is not a viable medium for that kind of support.
Which is why you really only use live chat for Sales, and technical support for shared hosting, any help needed beyond that, then a ticket would need to be created to assist the client further.
In the cases where chat is not sufficent medium and a client requires a ticket we either direct them to our helpdesk or create a ticket for them. I believe there is still a certain satisfaction in knowing their issue is known and being addressed by live "humans".
Couldn't agree with you more, a client loves to know that their's someone a click away to help them with issues they are facing.
As other have said, I find it useful for a hosting provider to have sales over live chat. Support over live chat is frustrating and I personally prefer sending a ticket as a client.
They should have that satisfaction regardless of the method used to contact you. If they don't then perhaps the problem lies with the ticketing side of an operation rather than anything else.
Tickets can be a somewhat hard way to handle things like sales and some tech support issues. IRC is a nice way to do it.
Live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of companies.
These are some basic benefits of live chat:
These are some basic benefits of live chat:
- Convert more visitors into customers
- Grow Sales and Improved Corporate Branding
- Improve customer loyalty and satisfaction
- Reduce customer support costs
- Faster product enhancements
- Improve support team's efficiency
- Proactive Sales
- Helps improving marketing efforts
- Resolves website visitors’ queries in real-time
- Live Chat Helps Optimize Your Website
- Expand communication channel
To be completely honest with you, we used to run live chat, now we are removing it when we redesign the site by new year.
Why? because an interactive knowledge-base (that is well written) is far more better than to sit in a p2p chat for 1 hour just to accomplish what a 2-5minutes knowledge-base article would convey.
Why? because an interactive knowledge-base (that is well written) is far more better than to sit in a p2p chat for 1 hour just to accomplish what a 2-5minutes knowledge-base article would convey.