Live chat vs email support?

Cheerag Nundlall

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#1
As a customer, I asked my hosting providers to support via live chat but they answered, they will support via emails (their ticket system). Is that considered a good support? should I go with type of this support and it is better live chat?
 

RDO Servers

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#2
That is up to you.

Some providers offer support via ticket only, and do a wonderful job.

Some providers offer support via ticket, email, and phone, but do not provide quality support.

I believe the quality of support you get is more important then anything else.
 

SenseiSteve

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#4
SenseiSteve
Agree with RDO Servers in that what you really want is for your issue to be resolved. More often than not, live chat is staffed by either sales or level one techs.
 
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#3
Best answer
Actually the two, live chat and email support can go together. What usually happens is that customers would want a quick response to their queries or concerns/issues and the best thing for this is a live chat. In my case, especially for package deliveries, after a live chat, they send emails for a transcript of what has transpired on the chat. It eliminates loop holes in the system and focuses on the significant or pressing issues.
 

24x7serverman

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#5
How was your overall experience with the email support? If you satisfied with the response time and replies from the staff then you can continue.

Also, most of the providers nowadays provide phone, live chat as well as email/helpdesk support so we might recommend you should go with the provider who provides all types of support.
 
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#6
Live chat support allows us to provide a better quality of service to the user since live we can remotely support any doubt that I have the same when using a technological device or whatever the device under which I work.
Something that also has to be highlighted is that live chat increases the trust of the website, creating a feeling of bond between client and seller.
The integration of a Live-Chat based on the Cloud, offers online stores the chance to embark customers while they browse the site, avoiding some of the following typical scenes of online shopping: the visitor leaves the site After failing to find a certain product, the visitor abandons the shopping cart since he had a question that could not be solved and no one addressed him while making his purchase.
 

Riviera

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#7
As a customer, I asked my hosting providers to support via live chat but they answered, they will support via emails (their ticket system). Is that considered a good support? should I go with type of this support and it is better live chat?
I have used few hosting services. Most of them use ticket support. Just type all your hosting issue. And after 5-30 mins, you get the answer. In that time just enjoy your tea, coffee. It's easy.
 

MittensFX

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#8
I have to say that this is a hard decision.In my opinion,I would say live chat.I personally got better support from live chat support than from e-mail support.From e-mail support,sometime it takes hours for support to contact you while for live chat,It might take seconds if not instant replies and you can talk to them about your problem.
 

mobin

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#9
Live Chat is good if you can

1. Provide 24x7 chat support. Showing leave a message in chat window is not too good when you have customers from multiple timezone

2. Make sure chat representatives are qualified enough to handle customer enquiries. Replying with some funny messages always irritates your customer
 

J53772

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#10
I have to say I'm quite okay with email supports. Although live chats can be more accommodating and instant, there are usually times when no one is available to answer the customers. As a customer, I'm also a little bit awkward when it comes to live chats so I tend to go with email.

If they can assure that there will be no unnecessary delays when responding to customers, then I don't see any problem with that. Also, emails tend to be more likely accurate since responses are not spontaneous.
 
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#11
Live Chat: Quick issues, questions, and anything that can be fixed in about 5 minutes OR something that needs extensive back and forth.

Ticket Support: Anything that can't be fixed in under 5 minutes (ie, the tech needs time to diagnose and fix).

I rarely use live chat. Tickets are the best in my opinion as long as they answer tickets quickly and correctly.
 

Kaz Wolfe

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#12
Kaz Wolfe
Live Chat: Quick issues, questions, and anything that can be fixed in about 5 minutes OR something that needs extensive back and forth.
Ticket Support: Anything that can't be fixed in under 5 minutes (ie, the tech needs time to diagnose and fix).
I don't think so. Many issues can not be fixed around 5 minutes for both live chat or email support, it depends on type of issues, if it is an easy issue then they (supporters) can fix under 5 minutes but some can need hours to fix and they can request you to submit a ticket instead.
 
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#13
As a customer, I asked my hosting providers to support via live chat but they answered, they will support via emails (their ticket system). Is that considered a good support? should I go with type of this support and it is better live chat?
You can have both. Personally, I would prefer a live chat to get real-time answers. However, there are customers that don't have much time to chat and would prefer to just leave an email and wait for a response. Having both supports could cater much more customers.
 

hostens

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#14
Both live chat and ticket system is a common method of customer support used by most of the providers of any kind. My personal opinion is that both methods are equally as good, but they serve a different purpose.

* Live chat is direct real-time communication with a person that is answering your questions real-time. It should suppose to be used for general questions about billing, products, terms of service, refund or some other quick questions. Since it is, in fact, a real-time conversation, more difficult questions may not be answered instantly as it could take more time to check or perform some things to provide quality answers.
* Tickets are mostly used for more complex questions or technical help. In some cases, the original question may need to be forwarded to a higher tier support or a technical person for clarification and can take a while to provide an answer.
 

Sonwebhost

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#15
Most datacenters do not use live chat because of security you want to be sure the client is the owner of the server. Live chat helps with closing sales
 
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#16
As a customer, I asked my hosting providers to support via live chat but they answered, they will support via emails (their ticket system). Is that considered a good support? should I go with type of this support and it is better live chat?
I've been on the other end as a customer before and with my own experience between getting email support versus live chat, these are the pros and cons:
1. With email support, there is usually a 24-48 hr. lag, compared with live chat.
2. Some live chat responses seem to be just templates or bots.

Those are just a few but it really depends on two things: 1. The urgency of my query/ticket and 2. The scope of the issue.

If I'm just having general questions, I usually go with live chats for quick and precise solutions, but if I feel that it's more complicated, and that it's something that I really need to keep track on, then email is the best way to go. In any case, it's great for web hosts or site owners to have both! That way, customers have more options.
 

Bryan McClure

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#17
I only use Livechat for small hosting issue or need to fix something urgently while submitting tickets (emails) are better to follow what you want to fix and get better answers from your hosting provider because they might need a bit more time to check and let you know what is happening on your hosting.
 

stew4

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#18
Each way of support has its advantages, so I think the more options for support a host offers, the better. Clients need to have an opportunity to contact the host in the most convenient way for them. Some people would want to receive an answer to their issue as quickly as possible. So, in this case, I think it’s better to offer them live chat and phone support. Some other people prefer to explain in more details what their problem is, and they may feel more convenient by doing this via a support ticket system or email support. Also, they may get more comprehensive responses this way.

You need to decide for yourself which way of contacting the host is the most convenient for you. But, in general, if the host offers even only one type of support, it shouldn’t be a problem, as long as it’s good and timely.
 
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#19
Live chat would be good for sales related queries and basic issues related to technical problems.
For technical problems which need to identify the main cause by a Level 1 -3 support staff, then you should open support ticket. Better to open support ticket for all technical related queries and ask to staff via live chat to check the ticket if the issue is minor, otherwise wait for the update via ticket, which will help to resolve the issue quickly and save the time of staffs and customers too.
 

Bords64

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#20
Each has its own pros and cons. For quick queries that require a relatively short answer without attachments, Live chat is more convenient. But if the reply needs a lengthy explanation with needed multiple attachments then email is more desired since the presentation is more desirable than to put the attachments in a live chat, it would look chaotic.
 
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#21
marciayudkin
I agree with you, anyway I only use live chat for pre-sale questions or short questions for fixing easy hosting problems. Submiting an email is a good way to get helped from hosting providers and I am sure they also like this than support through live chat.
 

daisy

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#22
Although it is almost the same as sending us messages it is better to use live chat. for the sake of being able to answer your conversation at the right time. using live chat is one of the most widely used forms of communication used by many of us. because it's the fastest way to get us to keep important messages at the right time. By using live chat it makes it easy to talk and save time and thus we do more and more important things every day.

But it's also useful to leave a message often is that we always have no time because we are always busy with our work such as work and other things. so leaving a message is a good way to avoid forgetting some of the obligations that are upon us. leaving the message remembers your obligation not yet finished.

Because of the abundance of modern methods of communication with our daily life has a great sense of comfort but we still need to keep in mind that we always spend time with everything we do.
 

bienn05

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#23
In my opinion, live chats are the best. Of course, if they are very responsive. In live chats, you will no longer wait any messages and you will immediately get a solution. In email, you have to be formal in asking or replying questions, so it is harder to say the exact problem. Emails are also difficult to read when the thread is a bit long. Email users will understand what I am trying to say.
 
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