 | View Full Version : customers zcdare2002 03-08-2002, 05:20 PM Hi Do customers like the facility to be able to get instant support via MSN messenger / ICQ or AIM ? Is this a good idea to have or not ? Thanks Gary tazd9t9 03-08-2002, 05:36 PM I dont know whether customers think its a good idea or not but i am soon going to be implementing this on my site with specialist names in AIM MSN etc DomiNET.net 03-08-2002, 08:24 PM I dont like it 1) With MSN a tech can't support > 2 or 3 customers at the same time. 2) With MSN (or any instant msg) you can't track/supervise your tech knowledge 3) If one server goes down, lot of people bugging on the same time. Nothing like Ticket System! SI-Chris 03-08-2002, 10:24 PM I think it partially depends on what kind of clients you're going for. Business clients probably won't be running a chat application, but people running personal/hobby sites might. tazd9t9 03-09-2002, 08:01 AM Yeah i think this is true. I have a support email system for all customers, the messaging services are mainly for those with personal sites. However i do log all of my messages so i know what has been said mdrussell 03-09-2002, 08:10 AM Customers like it, and I often provide some tech support via ICQ. However, with multiple windows open, for anything more than a simple problem, I ask the customer to submit an email, as it makes it much easier to track the problem. On a few occassions I've sent the right answer to the wrong person :D avara 03-09-2002, 03:03 PM I think nothing beats a well-run HelpDesk, which is staffed 24/7. The last ticket in our HelpDesk was responded to in 2 minutes flat. Customers really appreciate that. :) |