Is Livechat must?

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m19

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Live support is a bigger game as clients love to solve issues 1 on 1 and if your support team can handle the client communication 1 on 1 during support, go for it.

IMO, Sales dept live chat sounds better from clients AND staff perspective than simple email systems.

However, i love what intercom does, it is something in between live chat and ticket desk. (i'm not affiliated with them)
 

CertaHosting

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Live chat is a must i would say. People like to be able to speak with someone as and when and not have to create a ticket and wait

Our site has many more chats than tickets but if you don't have the man power to man the system it could end up making your brand look very bad
 

JoeMilford

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I think that livechat is a great option for continued customer service for your clients. Obviously, if customers have issues, and they can get immediate online assistance, they will have more confidence and faith in your products and services.
 

24x7serverman

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Live chat is must for gaining the new customers and providing the prompt support. You should have quick and quality team for live chat. Many interested clients used to contact by live chat because lots of them are not familiar with email and ticket support system. Who are new to the filed are always used to contact using live chat.

Even it become easier for our current customers to contact you using live chat to resolve their queries as it's friendly medium of communication. Most of the queries get sorted here only.

It reduces the time to resolve the queries too.
 

yemzy

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Live chat creates a sort of humanlike relationship when interacting with a website.Whenever I am stuck and I need a live human to speak with and i see the livechat option,I am always happy because i know i will get instant firsthand answer to my question.

This can be likened to when you are registering on a site and you have to identify you are not a robot through recaptcha.Confidence is always boosted when you know you are working with a live person online.
 

LJSHost

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LJSHost
I think this says it best. I got 50+% of all signups from talking to people, answering questions, live chat has really built my business I quite sure our revenue would be half without it.

Web sites are a cold lonely place, just because someone has a great looking site and offer all the best features in this business more often than not it's all a front and people don't know who to trust or are they good. However when you can speak to someone with a human touch who can answer any technical or product questions it builds confidence, it's just like someone walking into a shop and the shop attendant just ignores them instead of asking if the customer needs any advice or has questions. Getting people talking is the primary weapon in sales if you can build confidence and trust it's a done deal.

I have noticed with a large amount of providers the live chat is "offline" when I'm viewing competitors sites.
 

JoeMilford

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While putting together any business model, I ask myself what I would like to receive as a customer from a business I am interested in giving my time and money. I think that, as you have pointed out above, I would also be more likely to buy a product or service after having a live representative "sell" it to me or answer my questions. Therefore, I thik I should provide the same courtesy to my possible customers.
 

Soulwatcher

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I dont think live chat is a must and ill be honest I never use it. I have used live chat in the past and the first person you talk to just reads off a computer program. And then they send you to the level 2 tech who knows a little more who then sends you to the level 3 tech who can finally fix your problem. I would much rather send in a support ticket and get it fixed right the first time. Instead of jumping through hoops!
 

manmad

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It certainly is a feature that everyone can appreciate, there are a lot of people who don't understand even simple stuff and there are times where you're also going to be faced with random problems and bugs, that not anyone can solve, so live chat is definitely a huge plus, however it can be annoying to set up one and you're going to have people to work for you, so that's some expenses.
 

praneetha

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Yes it is a must to win the trust of your clients stating you are always available online to help them

it also increases your sales volume as you are online to answer their queries

belive me its a must have feature for every web host who is serious
 

MooMooHost

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I believe Live Chat is good for both customers and the company. It gives clients a general outlook on the companies support capabilities, and some clients would always like someone to talk to immediately if things go down
 

David Beroff

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You are right on this, I always ask support team via Live chat first when I need a web hosting plan.
I think it will help me to save my time and solve my questions quickly when using livechat before using support ticket system.
 

johnnymorgan

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We decreased stay talk assistance about three months ago and have not knowledgeable any recognizable stop by sales or assistance demands. Customers can still choose from passes or e-mails and we have no plans to go back and intoduce stay talk in the near future.
 

AmieBotella

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As a customer, I think live chat is a must to serve the numerous inquiries and probably after sales support to customers. At the other end of the company hosting the Live chat, it gives them the opportunity to gain customers' confidence because the important thing for a customer is after all the purchases, you still show them that you care afterwards and you value them.
 

jonemil24

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Yes, of course. If you are thinking of starting a company, a livechat can be more appealing especially to your customers and potential customers, it makes the company more approachable.
 

Mskodam

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It works well with websites that don't have very high traffic. Unless you have many support staff for it, you'll have to keep many customers on stand by. It's a bit hard chatting with many customers simultaneously. Some customers will likely become frustrated if they are kept waiting for a long time. They probably won't come again or may decide to shop elsewhere.
 

Vastor122

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You can discover and gain a lot of new customers and clients just by doing a live chat. It can also help you know your market's pulse when it comes to making a new product and services.
 

aestone504

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I, personally, would much rather communicate with a company with LiveChat. Feels more personal than just email communication back and forth. If you don't understand the way they are explaining what you need you don't have to wait 24-48 hours to get a response. I believe it is a must!
 

jayveeborres

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Yes it must. Live chat reduces overall contact centre costs by lowering average interaction costs. The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale. This helps eliminate bounces away from retail websites and ensure that full shopping carts make it through check out. Livechat is the best I think for the better.
 

pandooh

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I think it is not that necessary to have live chat. I have not encountered this kind of service before in our country but with the use of great understanding, issues would be solved quickly. We only call to them via telephone and yet there is this mutual understanding over the phone. If the issue won't be solved, there would be other alternatives that will be provided which helps the customer or rather infuriates them. I am the kind of client that wants to know every possible detail that could help solve issues but it never crossed my mind of having live chat.
 

serviceprovider

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We use it for our brands and have found it valuable for lead generation and closing sales. Sometimes people just have questions no matter the detail on your site.
 
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