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Live Chat vs Phone Support vs Ticket System

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    Live Chat vs Phone Support vs Ticket System

    I visited some web hosting company websites and seeing that some are offering ticket system only while others are offering live chat and ticket system or just phone support only. Just our of curiosity, what is the best option for your customers and benefits of each one? I would like to hear your thoughts!

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    Quote Originally Posted by wittwerch View Post
    I visited some web hosting company websites and seeing that some are offering ticket system only while others are offering live chat and ticket system or just phone support only. Just our of curiosity, what is the best option for your customers and benefits of each one? I would like to hear your thoughts!
    Well its pretty self explanatory if you think about it. Ticket support for a good host usually takes about 30 minutes, phone and live support are usually instant support responses for the most part. The difference would be customers that don't usually need help wouldn't mind a host that only has ticket support. Users that are looking for support 24/7 would obviously go with a host who offer live chat support and 24/7 phone support. In reality the best option would be whatever the client/customer is looking to have.

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    The customers should be able to easily contact the web hosting service provider. Keeping this point in mind, you should offer live chat, email, help desk and phone option. If one cannot offer all the options, then at least live chat and email option should be offered.

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    The best options would be to have all.
    Some clients want immediate answers to their questions. Sometimes it's not the best option phone support because of the client phone bill (client and support being in a different country). So for that a live chat is a best option.
    On the other side some of the clients don't mind posting a ticket, go on with their things then come back to the response.

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    Sometimes what's best for one customer will not be the best for another customer so it's hard to say that one or the other is best. As a customer myself I see and have experienced all 3 types of customer service and support.


    Here's how I think about each one:

    Quote Originally Posted by wittwerch View Post
    Live Chat
    I like live chat because many times you can get an issue resolved faster than the other two options. If I have something that is going wrong with my service then I would want the fastest solution.

    Quote Originally Posted by wittwerch View Post
    Ticket System
    This is what I use for my support needs most often because I usually don't have any kind of critical support need and I prefer this method unless I have a critical need because I can submit a ticket and then go and use my valuable time doing something else.

    Quote Originally Posted by wittwerch View Post
    Phone Support
    I really don't like phone support and that's due to a couple of reasons.

    One reason is that in the past when I have used phone support after my need is taken care of I get the whole sales pitch about other products or services. I didn't call to buy something but to resolve something so I don't like wasting time listening to their sales pitch. Godaddy and 2 EIG hosting companies burn me out on phone support because of their sales pitches.

    Another reason is that most we hosts have phone support only during certain hours and it never fails that when I could use phone support it is "Offline". It doesn't do me much good if they don't have 24 hour support.



    This is my outlook on the types of service and support from a customer point of view.

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    you need all of the above as well as texting support system for extra layer of security alert customers on any issue with their account or they need to upgrade software like wordpress to a newer version for example
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    Another issue I have with phone support is that usually the people put on phone support, their skill set is customer service, not technical support.

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    I decided to buy a new tablet 3 weeks ago after I asked pricing via live chat.
    for any kind of products, livechat and phone support is the best.
    just my thoughts.

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    From our experience in last 14+ year in web hosting industry we found Livechat and Ticket (email) support as most effective way to support customers, as we can maintain logs of all our conversation on livechat and Ticket. Phone support is not much of help with it comes to technical assistance , got to give quick information about billing ,service status stuff then phone support is fine. But went its technical touble-shooting related assistance livechat and ticket support helps.

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    As a customer I don't like to call anyone so I always use ticket system\e-mail

    As a company we offer only ticketing system. As we reply pretty fast I don't see a need in livechat.
    As for the phone support - it is useless for technical issues.

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    I think live chat is good for pre-sale questions, everything else can be effectively managed via tickets. Providing a phone number to clients which they can use to call to give clarification on something in an existing ticket or if there is a situation where there is going to be a lot of back and forth anticipated is useful, although in my experience it's rarely used.

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    Nowadays, many people prefer livechat. Instead of talking overthe phone. Typing is more preferable

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    Phone support is ok for those who prefer to ask Pre-Sales questions over the phone, but everything is best done via ticket/chat, IMO.

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    Quote Originally Posted by gigsgigs View Post
    Nowadays, many people prefer livechat. Instead of talking overthe phone. Typing is more preferable
    That's true and a good point! I think that it can be that some people might feel uneasy speaking over the phone if they either don't understand certain languages and/or accents well due to many reasons or they might just be able to read things and understand them because they see the text on the web and that is preferred.

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    Quote Originally Posted by wittwerch View Post
    I visited some web hosting company websites and seeing that some are offering ticket system only while others are offering live chat and ticket system or just phone support only. Just our of curiosity, what is the best option for your customers and benefits of each one? I would like to hear your thoughts!
    Actually most of the company provide all of them to their customer, because most of the customer prefer chat and most of them prefer phone support for instant solution.

    As a hosting provider, I believe live chat option is the best one for both of parties because in live chat we can discuss clearly without clashing the language problem and it is quickest way as well.

    Most of the hosting company prefer ticket support only for the big technical problems. because ticket support gives hosting provider sufficient time to solve the customer's issue.

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    Yes, our web hosting has all three (ticket, live chat and phone) contact channels. I think customers usually prefer phone support for technical queries that they are unable to solve. But we would require them to send in a ticket for security reasons. If necessary, our technical team will give them a call.

    Other than that, customers usually send in a ticket and talk over live chat.

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    I like live chat and support ticket system because it will note which I am asking for support.
    When I have answers, I can check them sometimes without losing my questions asked. In any cases, phone support can work faster if your hosting provider didn't have a live chat support.

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    I prefer phone support. I've been a customer service representative for six years so somehow I'm kind of like used to it. It's better explained, too. Questions asked and then answered right away.

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    Live chat is a go-between of the phone support and ticket system .

    The ticket system is a formal way of expressing your problem and getting resolution within a given period of time. The interaction is straightforward and organized. Normally a follow-up has to be made in case of non-receipt of immediate response. In Phone support, you get free-flowing direct interaction with the agent on the other line and be able to express in details your problem and get immediate solution or feedback. The problem here is the long waiting time for calls to be answered during peak hours, and sometimes you encounter agents who needs further training on customer service. Live chats allow you direct interaction with a representative real time. The only hassle here is you have to express your concern in an organized way and interact with the agent via typing in your message. All of these support systems require personnel who are trained in customer service depending on the company size and service or products offered.

    Normally, customers prefer to talk over the phone with a live person over the phone but it pays to let the customer know you will be submitting a ticket to ensure that his concern is deemed as urgent and will be properly addressed for resolution ASAP.

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    Quote Originally Posted by wittwerch View Post
    I visited some web hosting company websites and seeing that some are offering ticket system only while others are offering live chat and ticket system or just phone support only. Just our of curiosity, what is the best option for your customers and benefits of each one? I would like to hear your thoughts!
    If I were the customer, I would prefer live chat or phone support over the ticket system. This allows real time and accurate resolution.

  22. #21
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    Live chat - Now a days, everyone wants less work and quick output so live chat is the feature which provides the output in less time. Because just as normal chatting, you have to drop the message and you used to get the reply with answer of your query. No need to login to your service provider's desk for it. It might be just 8 hours service.

    I would say, it is good for small quires.

    2. Ticketing system - This the best approach of the communication with our service provider because it's systematic way to provide the support. If you have the complex query in which you have to share your login details and other personal details then it's secure way to proceed. You will get the answer of your queries might be late but it will be technical answer as help-desk is used to handle by the quality technician. It is mostly provided 24x7 service.


    3. Phone support - Phone support is useful as livechat, only for small queries. Because you can not use the images or other features to explain your query. It is emergency service. Mot of the time phone support is only available for few hours.

    I would suggest, ticketing system is the best approach.
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  23. #22
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    Very interesting thread.

    I provide free hosting service, so I have limited resources.

    However, I provide both live chat and email support.

    • Emails are answered within 6 hours
    • Live Chat only appears when I'm online
    • Twitter is available as well for basic support.

    Personally I will never need to use Twitter, as my main site is hosted via CloudFlare on a very secure and reliable server and my email server is separate from my clients server, and since Cloidflare controls the DNS I don't see it ever going down.
    Free Shared Hosting for Life @ VimlyHost

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    Quote Originally Posted by wittwerch View Post
    I visited some web hosting company websites and seeing that some are offering ticket system only while others are offering live chat and ticket system or just phone support only. Just our of curiosity, what is the best option for your customers and benefits of each one? I would like to hear your thoughts!
    Business companies are seriously trying their best to instantly communicate with their customers in case of some concern or in case they need some support. And again, all must be as quick as possible. On the other hand, some customers are sometimes impatient to wait for a feedback for than an hour. In addition, most customers also have limited time to deal with customer service support thus an immediate anwer is important. To select from various available means of communication, the rate of transferring information is one criteria. Here are my thoughts regarding the thread's subject based on my experience:

    Live Chat
    One time, I had one concern to my network service provider regarding withdrawal of amount from my account on unsuccessful transactions. I communicated with them through live chat and the exchange of information is fair. The issue was solved after protracted conversation and it took only around 30 minutes. The pros are (1) it will not bother you to answer immediately (2) you have a time to think and edit your response. (3) You can copy-paste some details without bothering to type. The cons are (1) some live chat is not 24 hours available (2) slow internet connection will cut the live chat conversation.

    Phone Support
    I have tried phone support (answering through a call) from a customer service support when I registered my bank account to online transaction. The transaction will be completed after the call and all necessary answer will be solved also after the call. The conversation is shorter than live chat. Pros are (1) dealing with real people real voice (2) can express your thoughts verbally if you are lazy in typing. Cons are (1) missing the call (2) providing details as fast as possible

    Ticket System
    Same pros with live chat. The cons is that, ticket system take some time to response.

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    Me as a person who always likes to contact support if I have questions, complaints, inquiries and all... I would love to interact with those companies with all that they can offer with their support may it be a live person, chat, ticket system or what not. As a customer, we always want our problems to be resolved as soon as possible so I would love to have all options.

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    Quote Originally Posted by wittwerch View Post
    I visited some
    web hosting company websites and
    seeing that some are offering ticket
    system only while others are offering
    live chat and ticket system or just phone support only. Just our of curiosity, what
    is the best option for your customers
    and benefits of each one?
    I would like to hear your thoughts!
    I'm a fan of live chat, I think it's the most
    effective because agents are able to “push” links to help or send training documents quickly via the chat window.
    Instead of walking users through troubleshooting and resolution procedures step by step, agents can instead link the
    visitor to the appropriate document or
    content directly.

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