I know a lot of hosts offer msn-based support. What I'm curious to know is how multiple support operators log in to the same account at the same time. Is there any software that you can use to do this?

It's impossible due to the protocol, it automatically logs you out from the other protocol, even if you run a modified version, it'll kill your other socket.

I will be surprised if they have multiple support operators with MSN. They surely schedule their log in.

my though

Regards,

That is a good question, msn support is a rather cheap way of offering support though, professionally wouldn't you prefer to offer a online chat on your site because not all people do have msn.

No, the MSN protocol doesn't permits it, no matter trick you try. And MSN support doesn't give a professional image. I suggest going with companies like www.liveperson.com or www.interactionchat.com they are specific for tech support with several depts and tech reps.

It's impossible due to the protocol, it automatically logs you out from the other protocol, even if you run a modified version, it'll kill your other socket.

Could be possible if you use a seperate box as a proxy type set up. It could be logged in on as a single account and hand out the individual conversations as required. All theoretical but with a bit of work it can be done :)

Out of interest has anyone heard of anything like this?

What is your reason for offering MSN support? If you can't attach value to it, why do it?

I think MSN support is a little unprofessional, stick to the professional live chat apps as already suggested. Though we do occasionally chat with clients over AIM, but this is on a per-decision basis, and more of a convenience factor. I'm trying to get my guys to not do that anymore, bad habits are hard to get out of as you grow the business ;)

Yes, and when you tell your customers you won't be using AIM anymore, they don't like it and don't understand.

MSN is only useful for some customers, especially in the early weeks of their signups. My clients who use MSN tend to ask a lot of presales questions via IM/live chat then use emails for support requests later on.

Re: msn being unprofessional, if it helps you and your customers there's nothing wrong with it at all.

Even though we've chosen not to offer messenger support as a mainstream option, I would hardly label messenger hosting as "unprofessional." With that logic, so would social networking and so on. Some major companies have proven quite successful with strategies others label as unprofessional. MSN is a popular medium, if you provide support through it, all the more power to you.

On to the topic - you've pretty much found the major drawback of using MSN support. Multiple people cannot log on to the same name at the same time. This can present a problem when an operator gets overwhelmed or you have clients searching through a list of names for someone that is online. The latter issue can be addressed by status monitors, but again it becomes somewhat of a hassle.

Having a list with easy access is about the only solution.

On to the topic - you've pretty much found the major drawback of using MSN support. Multiple people cannot log on to the same name at the same time. This can present a problem when an operator gets overwhelmed or you have clients searching through a list of names for someone that is online. The latter issue can be addressed by status monitors, but again it becomes somewhat of a hassle.

Having a list with easy access is about the only solution.


See my earlier post regarding a MSN proxy type setup. With a little knowledge of the MSN protocol this should be relatively easy to implement. Their are even open source MSN libraries out there so I think if a company outgrows a single sign-on they'd be able to afford the investment to set up that. I'm confident that I'd be able to implement this type of system without a problem.

The drawback I'd say with using MSN is that it's not the most reliable form of IM. The amount of times that messages get bounced back to you and sometimes are delivered late could present a problem for the customers.

We have decided that MSN support could be an option as it is a very easy and personalised way for customers to contact us. It also means customers don't have to go out of their way to contact us - if they have even the slightest question/query they feel comfortable to ask.

I don't think that is very unprofessional.

Thanks for the advice. I continue to reserach this :)

The problem with offering msn as a chat interface is there is no ticket created and no breadcrumb trail if things go wrong later. I know you can paste chat conversations into a ticket at a later date, but why not use something more integrated with a ticketing system and chat option like kayako?

The problem with offering msn as a chat interface is there is no ticket created and no breadcrumb trail if things go wrong later. I know you can paste chat conversations into a ticket at a later date, but why not use something more integrated with a ticketing system and chat option like kayako?

We have decided that MSN support could be an option as it is a very easy and personalised way for customers to contact us. It also means customers don't have to go out of their way to contact us - if they have even the slightest question/query they feel comfortable to ask.

We can keep records in the way you stated. I think it is more important to cater for the customer's needs than allow your own to infringe them. Basically, if you can - you should.

We would have a chat + ticketing system as well.

Thats fine, I am sure you have thought about this well in advance and know what your customers want, didnt want you to think I was questioning how you wish to run things...

To answer your original question, however, i dont think there is anyway for you to have more than 1 operator logged in to one MSN account at any given time.

Instead of going for the 1 account, many people option - Why not have many accounts?

Write a script that will randomly pick an MSN address from a list.
When the operator feels overloaded, they visit a URL to stop the script from displaying their address.
When the operator is "free" enough again, bring that address back into the pool.

While it's not unprofessional, I'll say that its' not the most professional way of offering support. I'd rather use a live support software such as liveperson.

I have been looking into ways to provide support, I have talked to a couple people, and they agree with me, Using AIM, MSN, Yahoo is not the professional way to go. It's better to stick with the live chat, email, support tickets, and on the phone.

Though I have had some people tell me, that if you are a gaming server provider, then msn, xfire, and AIM is a great way to go.

Ill be launching my company in june 10, and i think ill provide msn support. People feel more comfortable having msn support as ticket system and live chat are a bit hactic. If they know they'll be getting msn support for one year they'll really consider that to be a plus for your company. It does make you look a bit unprofessional but way more reliable.

tanks for the infos , it's intersting

While it's not unprofessional, I'll say that its' not the most professional way of offering support. I'd rather use a live support software such as liveperson.

I went with an open mind to look at livechat, but sorry, I'm just too small a player to justify the cost of their products while I am still a 1 man show, yet even as a 1 man show, I seem to be alot larger then most staffed operations.

I've offered support to my clients via AIM/ICQ/YIM/MSN and even list how to contact me via those means in my support ticket reply, most love the fact they can hit me up with questions anytime, and get a responce in seconds.

I would think an IRC server with a web front end for customers would be a good middle ground between the personalized support offered via the IM networks and the cost of a product/service such as liveperson.

I went with an open mind to look at livechat, but sorry, I'm just too small a player to justify the cost of their products while I am still a 1 man show, yet even as a 1 man show, I seem to be alot larger then most staffed operations.


Even if you're a one man show, most live support solutions will cost between $29 - $59 per month. Is that really a lot to pay for a professional and secure chat interface for your website? Most of these chat solutions offer a whole lot more than just chatting, they also deliver statistics and monitoring of the current traffic on your site (and other things as well).

Even if you're a one man show, most live support solutions will cost between $29 - $59 per month. Is that really a lot to pay for a professional and secure chat interface for your website? Most of these chat solutions offer a whole lot more than just chatting, they also deliver statistics and monitoring of the current traffic on your site (and other things as well).

I dunno, if you see value in it, by all means make use of it, I however do not, I've been looking at the concept, and honestly the times I have used a liveperson type interface, I've been very unimpressed.

My clients are mostly in a niche market, I'm the #2 player in that niche, and have been commended on my stellar support by the majority of my clients. I did take a real look at liveperson today, and it starts at $99/mo, while not ALOT of money, I do not see $99/mo worth of value for my business, you may, and hats off to anyone who does.

I am trying to migrate my business away from the niche market I serve and aquire more traditional hosting clients, and that was why this thread sparked an interest for me today, how to provide even better support while growing staff.

I dunno, if you see value in it, by all means make use of it, I however do not, I've been looking at the concept, and honestly the times I have used a liveperson type interface, I've been very unimpressed.


Hats off to you then, I can't imagine a day at our firm without LivePerson :)

It seems there are mixed views on using MSN Messenger for support...

We get a fair amount of business come in through word of mouth when friends refer people to us over MSN and once you're dropped in a multi conversation with them you feel kind of obliged to talk to them. The next minute they've added you and you're talking things over.

I find it's great for answering pre-sales questions and actually securing sales. However, once the customer is on board, I really do try to encourage them to use our support ticket system. Support tickets are great when you have many staff like ourselves - then they can all see what's happening with an issue.

We do host a Live Chat solution on our website although this is also strictly for pre-sales questions. As a rule, we do not provide technical support through it for a number of reasons, some of the main ones being that it can be hard to verify the user and that on live help you can at times be pressured to give answers or make decisions on the spot that may not be the correct ones, whereas with support tickets you can take a step back and take a deep breath and answer properly.

Oh, and some obvious advantages of LiveHelp software is that you can make multiple operators, set access permissions for each, assign them to departments, view their transcripts and view statistics such as how long they've spent online, how long spent chatting, etc.

All in all, it's a matter of choice and I'd say it's more appropriate in some situations than it is in others.