Is Livechat must?

stew4 · Apr 11, 2017

Live chat is not definitely a must, but in all cases it's better to have it. It will enable you build a better connection with your clients, because it would be great for them to easily contact you and have someone who will answer to their questions as fast as possible. Moreover if a client is not 100% sure whether to purchase a given product/service, your live chat support may try to persuade them do it or they will help clients choose more easily the best product/service for their needs. So, in other words, it's really advisable to have a live chat

StackArcVPS · Apr 11, 2017

I would say yes. even if you are unmanaged u need live chat for replying to urgent queries, also it adds to customer service. u can choose to not be available on phone but live chat might be a must depending from client to client

ron · Apr 13, 2017

I think Live Chat adds more value to the support of any company. Whatever business you are promoting but Live Chat gives sense of relief to customers while purchasing goods. According to one study 92% customers feel satisfied when they use Live Chat.

LarsJ · Apr 14, 2017

Live chat can backfire if a visitor wants to chat but there is no one available and the visitor just waits and waits for nothing... Even just wait times can have a negative effect. IF using live chat, make sure when online that there is actually somewhere there to answer (in a timely manner.)

rankmyhub · Apr 15, 2017

Live Chat, well its good to have if the agent knows some basics of customer care, there are some providers whose agents cannot answer even basic queries. So, for live chat to make really useful for business, the agent attending live chat should be knowledgable.

Also lif live chat is advertised as 24/7, customers expect that you will be there to chat, but if you are not online customer will get frustrated. Livechat is only good if manitained well, yes it does help in persuading customer and for new startups, live chat will improve conversions.

If and only if, managed properly. For some customers, they want to talk to someone, even though they will have to put same amount of time and efforts for filing a support ticket or email, they still think that chatting with someone will get things move faster..So there are too many things over there to consider and say if live chat is must or not.

What works for someone may not work for everyone, testing is the only thing the thread opener should do and see what work for him and decide.

SvenHost · Apr 18, 2017

Live Chat do help to get your client normal queries resolved instantly and for complex problem you can ask client to place a ticket. Live chat will also allow your client to take follow up for there pending issues.

BlueLeaf · Apr 19, 2017

Definitely, go for it. Live chat offers a great balance between phone calls and e-mails. The first may be a bit pricey for some international customers, while the response time of the latter is longer.

Live chat is the quickest way for your customers to interact with you, and they will appreciate this option. Make sure you let them know your online hours and don't make it pop up in their window without a reason.

SolaDrive · Apr 19, 2017

If someone asked me, I would say yes, you should have either Live Chat or Phone support. Most customers require a quick way to contact you in a live way. You can even use something like Skype as a way of communication.

BlimpHosting · Apr 22, 2017

For us, yes. Live chat gives you another way to connect with your clients or with potential clients. In my opinion, it's a must.

Don Houston · Apr 24, 2017

Live chat is good for record keeping when you talk to clients or potential clients. I would not say it is a must, but it is better to have something besides e-mail support

David Beroff · Apr 24, 2017

BlimpHosting said:
For us, yes. Live chat gives you another way to connect with your clients or with potential clients. In my opinion, it's a must.

Don Houston said:
Live chat is good for record keeping when you talk to clients or potential clients. I would not say it is a must, but it is better to have something besides e-mail support

Agree, livechat is a +1 in my decisions when buying a online service.
Especially it is more convenient when you have quick questions or needing support.

GPDHost · Apr 24, 2017

Communication is one of the basic and most important things in life and that includes business. Live chat offers clients a way to communicate with their providers, it's one of the main tools that does it. Sure, it can really backfire if there is none to answer costumer, but if your support sucks then other ways of communication like ticketing will also be slow and not respond in time. To sum it up live chat + good support is a huge plus I'd say it's a must.

Hannan · Apr 24, 2017

We used to have Live Chat. It was a big help however for some reasons we have removed it from our website but definitely is a help for hosting companies to attract more customers.

Hostpad · May 16, 2017

Live chat is not a must but live chat help for meeting customer satisfaction better than support ticket.
As David Beroff said , it may be bad experience when no support staff is online.

WHGBTom · May 16, 2017

Its a very good addition to any setup, however I think a strong backend support infastructure is for sure worth more time. You will find a lot of spammers try and use live chat to attempt to bypass fraud processes too.

hostmeja · May 24, 2017

Live chat is not a must , but is great additional to supporting feature. In most cases customers like to create a ticket/email or a phone which is always preferred. We have field test live chat and found that its is only good for short to immediate questions , eg billing issue and account setup. The reason for this,is no one wants to sit and wait for a time response that may be misunderstood or time consuming. I recommend regarding a one man show to get a live chat software that can create ticket that can integrate with your ticket system. This will help with the offline situation.

TwoPalmsHost · May 29, 2017

It's a great way for potential customers to reach out to you and find out that there is indeed someone that will be able to provide them with support when they need it, and the friction level to make that contact and test you out is a lot lower than having to log a support ticket.

techman · Jun 8, 2017

Extremely necessary - I'm blacklisting the hosting companies in my mind who don't have live support.

Otherwise, I'm thinking exactly the same as 24x7CSM

24x7CSM said:
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.

Floxera-Jose · Jun 10, 2017

We use LiveChat a lot. It's a very important marketing and sales tool. And almost all the visitors that chat with us, later become our customers.
We use TAWK for Floxera.com and SmartSupp for our Portuguese brand, however now we are testing Crisp that looks a very interesting tool with many features.
I think in our days the live chat tool is really a very usefull tool.

vicehosting · Jun 16, 2017

Definitely YES! Communicating with your customers within a small timeframe is one thing, but making it easy to contact brings it all together. Real-time chat solutions are a MUST, in my opinion.

Is Livechat must?

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