Do you think LiveChat is a must have for web hosting services?

Danlucy · Dec 5, 2015

Do you think LiveChat is a must have for a web hosting service or you can accept supports via tickets?

Any comments?

ulterios · Dec 5, 2015

I think it all depends on the person. Some people like to use live chat support and other prefer ticket support. Most of the hosts that I have used have had both but I rarely used live chat.

It's definitely a plus if they do but in many cases it might not be a requirement. I think it will also depend on how fast their ticket support is. If it's fast, then it might not really be needed.

ioZoom · Dec 5, 2015

Depends on how urgent the issue is. If it's low priority and not urgent submit a ticket. If something is urgent having a live chat option really calms the nerve of a customer because there is nothing worst than feeling helpless in time of need. Waiting minutes for a response to a ticket can feel like hours...

ulterios · Dec 5, 2015

Ron Killian said:
Yep. We kind of talked about that in the other thread. Funny that live chat can be very time consuming. Plus you need to sit there at your computer, even while they put you on hold. And oh yes, the worthless operators.

Yeah, that's another thing. Having to stay on/at your computer while you are dealing with them. Not everyone can sit by their computer for sometimes long periods, just to fix something that the user isn't really needed except to report the issue.

Ron Killian said:
Something I just thought about though. Live chat might be a good sales tool on the front on, for potential customers. We know how important hosting is, so it can be difficult to choose one. Talking to some might might seal the deal. Thinking out loud.

Yes, it's used a lot for that. One friend of mine has a son who was working for a hosting company's support when he was away at college and he told me that about 75% of live chat was potential customers who wanted to know something before they bought.

Ron Killian · Dec 5, 2015

I do have to say, it does make me slightly nervous when there is no live chat when my sites go down. Hard to wait even a short time for a ticket system. Or it's just me.

Percentage · Dec 5, 2015

Why not both? They can choose between both. I have some friends who use both, some people like faster responses. It can be a pain waiting hours for a simple answer.

khalid-farhan · Dec 6, 2015

According to me, this is a must. There are ton of companies who will get more customers if they introduce live chat. For example, think about Namecheap or vpswebserver, they are getting millions only because they have a great live chat feature.

belinda · Dec 7, 2015

Live chat can be used for quick and basic support queries. So it can be an important and useful feature for web hosting companies to have.

malikshahid3232 · Dec 8, 2015

Hosting services - any way here always have some urgent questions and issues to solve quickly.
More over some customers like services with live chat and solve there issue.
So, my opinion live chat must have with hosting services.

michaelswengel · Dec 10, 2015

Well, I personally like to be able to chat with support online instead of calling, and I don't like waiting for emails back and forth with a service rep.

In my opinion it's a must-have, but as others said, it depends on the person.

ProxyRadar · Dec 10, 2015

My experience shows that it's a must-have, many peoples wants to get answers right here and right now

hostslim · Dec 11, 2015

It's quite the good thing to have a Live Chat. It's good to have an easy contact point for your clients and prospects.

newsdeals · Dec 11, 2015

In my opinion as a customer, I would love to use live chat everytime when I have a problem with my hosting account or need any assistance. It's very quick and a helpful way to solve my problem.

SenseiSteve · Dec 11, 2015

Do I think Live Chat is a must? No. There are plenty of very successful web hosting providers that don't offer Live Chat. On the other, I do believe it helps, but not so much to resolve support issues (tickets should be used to provide a secure audit trail). Pre-sales questions? Absolutely.

LowEndXeon · Dec 14, 2015

You'd find, it's a great addition to costumers.

vps9 · Dec 23, 2015

Well you will find both options for most of the hosting companies. Some will solve the technical issues immediately or will assist you to resolve the problem so that you can help yourself next time. Some will provide their knowledge base to manage the VPS by client itself. support ticket takes time, at least few minutes.

radwebhosting · Jan 16, 2016

It is probably not a bad thing to have. If someone is manning it while a visitor of your site is having some trouble making a decision, you might find that it increases conversions.

vishwa · Jan 19, 2016

Live chat is not a mandatory option for a web hosting company. However it is more convenient for a web hosting company to solve customer queries quickly and instantly. For example sales support. For technical support I prefer phone or ticket system.

projectpop · Jan 19, 2016

Its not a must, however it makes yourself more trustworthy in comparison to a "dead" site with no live agents. You can also get some clients by triggering chats with them I believe as they will be impressed by your service.

ElixantTechnology · Jan 19, 2016

Surprising enough, with both LiveChat and Toll-Free support available to our customers, we have only used either or a handful of times over the past 2 years. Customers seemingly like to utilize our ticketing system more, which is understandable as it is means to tracking progress..

Do you think LiveChat is a must have for web hosting services?

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