What methods of support do you offer to your customers?

Marc0

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What methods of support do you offer to your customers?
Just e-mail? Maybe IM or live chat?

Comments ?
 

GrowMyForumCommunity

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In our case, we offer 24/7 web chat support, a ticket system, and a forum.
Personally, the best way of providing support is by creating a forum. Not only it creates harmony between the visitors and the administrators, but also, it promotes a website's growth.
 

aixporter

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A web ticketing system such as zendesk.com or freshdesk.com will easily do the trick. Phone support is usually unnecessary and costly, but if your competitors are providing it, you may need to as well. Usually a skype account and phone number will work just fine.

24/7 chat IMO is unnecessary as well as customers usually prefer either the email / phone route.
 

TerranceM

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As many as possible. E-mail, Phone & Chat are most common and seem necessary too.
 

faizan1997

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What methods of support do you offer to your customers?
Just e-mail? Maybe IM or live chat?

Comments ?
The best think a customer wants is live chats he get his problem solved on the spot and If he has any query he can get the information immediately he don't have to wait for it.
 

raysosher

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What methods of support do you offer to your customers?
Just e-mail? Maybe IM or live chat?

Comments ?
Normally what is most likely to happen is that every pages supports their customers via chat and that is 24/7 or some offers only 6 to 8 hours. It really depends on company policy. I usually run a small business and I have time limits of 9 am to 10 pm. Is it okay?.
 

tuxandrew

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What methods of support do you offer to your customers?
Just e-mail? Maybe IM or live chat?

Comments ?

As a support engineer, based of my experience, one of the known reasons that companies loosing their frustrated customers for their poor support strategies.

Even though SLA's are bounded with support systems, the customers always seeks a quick resolution on their issues, but in such situations help desk team can't always deliver immediate and a timely resolutions through emails only, because the tickets might be prioritized, for large volume of queues.

In that cases, the issue with less technical complexity and with high urgency can be resolved by the means of Live chat.

Apart from that, for larger companies with a multinational client base, should always have the phone supporting options to support non English speaker with their queries. A toll free based phone systems can reduce quite large ticket volumes for the sales as well as support department, but is an expensive option for small or mid sized companies as well.
 
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