Having live chat is actually necccessary for a hosting organization. having live chat support as one of the support options makes the customer confident about your existence as well as its most comfortable way to interact with the potential customers who is looking to purchase your services. A level support can also be provided by live chat support which again helps the admins by balancing the support queries.
I would say defiantly, live chat has helped my business so much. I would say it's responsible for 30%+ of all revenue.
Customers love getting instant support and having any questions answered before buying.
In my experience once you have someone who is looking to buy on live chat all it takes is the offer of a free trail and it's a done deal.
We dropped live chat support about three months ago and haven't experienced any noticeable drop in sales or support requests. Clients can still choose from tickets or emails and we have no plans to reintroduce live chat in the near future.
To be frank I would say yes and no.
Most of the customers will be happy to purchase if you are providing live chat in your website, as they think there is support team available 24*7 and can have the issues resolved immediately.
Not required as long as you are replying to the support tickets within 15 minutes or you give them hosting with out any issues.
It is a must for businesses trying to excel and exceed clients expectations for sure ! You are more likely to contact support via website built-in chat system than submitting a ticket or even asking the client to chat on skype, its as simple as that
At one point, live chat seemed bit of a gimmick. Now, it seems to be rather essential now.
Put aside this whole hosting industry. When I'm searching for something in my own time, I rather jump on Live chat to ask questions than pick up the phone or send an email. I do this for my phone contracts and things I'm looking to buy in general though.
Having said that, back to DCP, we always get people jumping on live chat for questions they have before they buy with us, or we simply get tech support requests through it.
Yes and No. If you are selling shared hosting then its must, if you want to increase conversions. If you are selling unmanaged vps or cloud servers, then not a must. As most customers, who come to buy your servers are well experienced with dealing with servers or hosting.
For selling shared hosting, yes its good to have livechat.
Its all upon you, but one thing is must that someone has to be answered while clients initiate a chat, otherwise they consider your service is nothing and full ignorance. Provide quality otherwise please dont start a live chat service with your website.