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    Is Livechat must?

    Is livechat must for hosting companies. Let me know your thoughts?
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  2. #2
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    Live chat does help the users to get in touch with company staff, and it increases user engagement. It enhances the rate of resolving customer queries and converts potential users into clients.
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    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.
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    Live chat is a must have for eCommerce and sites selling online.
    I feel more convenient when visiting sites that offering live chat as a support channel to their customers.
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  5. #5
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    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.
    Web Hosting | Reseller | VPS
    30 Day Money Back Guarantee | cPanel | 365 Day UK Support | Free Trial
    https://www.ljshost.com
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  6. The Following User Says Thank You to LJSHost For This Useful Post:
    penslinger (10-17-2017)

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    In short, the answer is a big YES. It sure does help with Sales, not so good for offering technical support unless it's simple things like IP being blocked. Live Chat is excellent for Sales.
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    Yes, live chat is very good for sales.
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  9. #8
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    Quote Originally Posted by HostXNow View Post
    In short, the answer is a big YES. It sure does help with Sales, not so good for offering technical support unless it's simple things like IP being blocked. Live Chat is excellent for Sales.
    I would second this. Also would like to add, however, that for small hosting companies it would be best to set hours for livechat because if it is a 1 or 2 man band, there is nothing more concerning than to see "24/7 Live Chat" advertised and then see live chat unavailable at night (while the owner is sleeping). Being transparent about your capabilities will save a lot of headache
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  10. #9
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    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.
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  11. #10
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    Quote Originally Posted by austenite View Post
    We dropped live chat support about three months ago
    What was the reason for this? Cost or something else?
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  12. #11
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    Quote Originally Posted by HostXNow View Post
    What was the reason for this? Cost or something else?
    Initially I wasn't happy with the time spent in a live chat compared to the conversion rate, another factor was staffing it. We're a fairly new company (14 months) and don't have masses of staff available. We decided to focus our efforts elsewhere, putting that time into helping troubleshoot issues for existing clients and answering what we've found to be more fruitful sales queries.

    I was hesitant at first but it seems to have worked quite well for us and we feel more productive for it.
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  13. #12
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    Quote Originally Posted by austenite View Post
    Initially I wasn't happy with the time spent in a live chat compared to the conversion rate, another factor was staffing it. We're a fairly new company (14 months) and don't have masses of staff available. We decided to focus our efforts elsewhere, putting that time into helping troubleshoot issues for existing clients and answering what we've found to be more fruitful sales queries.

    I was hesitant at first but it seems to have worked quite well for us and we feel more productive for it.
    Sounds like you did the right thing for the reasons you mentioned. Fairplay.
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  15. #13
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    Quote Originally Posted by liveinhost View Post
    Is livechat must for hosting companies. Let me know your thoughts?
    I dont see it as a must however for us at least it's been proven to improve conversion rate and decrease bounce rate.

    Please make sure that your live chat agents are well trained or it will decrease your conversion rate.
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  16. #14
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    I use it on my site . I think it helps give people the confidence that they can reach you for support if and when they need it
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  17. #15
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    Quote Originally Posted by Luxin Host View Post
    Please make sure that your live chat agents are well trained or it will decrease your conversion rate.
    I don't think that many companies realize how important this is. I can't even begin to tell you how many times I have been frustrated because the live chat agent was not real bright. A couple of times I even had to explain things to a couple of live chat agents that didn't understand basic things.
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  18. #16
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    yes, because of the live chat can help you communicate with the client very quickly
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  19. #17
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    Hello,
    Yes it depends on one's need to have it or not.
    It surely helps to communicate with your client .
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  20. #18
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    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.
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  21. #19
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    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
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  22. #20
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    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.
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  23. #21
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    live chat can help in many ways all depends on how you using it sales or for support.
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  24. #22
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    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.

    Thank you.
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  25. #23
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    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.
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  26. #24
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    Quote Originally Posted by norled View Post
    I use it on my site . I think it helps give people the confidence that they can reach you for support if and when they need it
    Yes you are right but if it can be a bad experience if they enter your live chat and almost your team are offline

    Quote Originally Posted by hfav View Post
    Yes, live chat is very good for sales.
    How it is good for sales? better than support ticket system?
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  27. #25
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    Quote Originally Posted by David Beroff View Post
    How it is good for sales? better than support ticket system?
    Support Ticket System is must. If anyone operating without support ticket system, I will not go with them.
    Live chat will help you to boost your business.

    How Live chat helps?
    • Real Time Convenience to Customers
    • Gain customer's confidence by showing that someone is here live to listen you.
    • Reduce expenses
    • Increase sales
    • Improve customer service and loyalty
    • Discover customer pain points
    • Faster problem resolution
    • Customer convenience
    • Competitive advantages
    • Expand market reach
    • Proactive outreach
    • Reports and analytics
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