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  1. #1
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    Interesting live chat

    I'm shopping for a cheap dedicated server, not for customers, just for an off site presence. Saw a cheap box offered by a fairly large company here (no need for names), and wanted to verify the price. Here is the chat (redacted somewhat).
    Him: Hello. Welcome to our live chat service. How may I assist you?
    Me: You list a server for $xxx (though sold out). Is that price before or after Cpanel?
    Him: I would suggest you to just reinitiate chat request after 15 mints, as this dept is having snacks breake
    Him: this helps you soon

    This was a sales chat. Apparently I need to eat some mints to kill some time before someone there would know this incredibly simple answer.

    Monitor what your chat agents are doing, folks. It might be costing you business.
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  2. #2
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    Haha. Assuming they are paid on a commission basis I would have stayed on the chat in order to help a potential customer.

    I know my English is not the best but the way that member of sales was speaking it seems like they are outsourcing all sales.

  3. #3
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    Quote Originally Posted by bear View Post
    I'm shopping for a cheap dedicated server, not for customers, just for an off site presence. Saw a cheap box offered by a fairly large company here (no need for names), and wanted to verify the price. Here is the chat (redacted somewhat).


    This was a sales chat. Apparently I need to eat some mints to kill some time before someone there would know this incredibly simple answer.

    Monitor what your chat agents are doing, folks. It might be costing you business.
    lol, that's the first chat of that nature I've come across. At least he was kind

  4. #4
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    Snack and Tea time! How fun

  5. #5
    lol, sorry I laughed so hard I nearly dropped my laptop.
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  6. #6
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    LOL

    If I ran that company, whoever said that would of been fired.
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  7. #7
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    Oh wow, that's nuts. I want my snacks breake.
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  8. #8
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    Quote Originally Posted by lynxus View Post
    LOL

    If I ran that company, whoever said that would of been fired.
    Same. I wouldn't tolerate such nonsense. I doubt this guy was starving to death. If he had his snack eat it while typing.

  9. #9
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    Quote Originally Posted by RapidServers_ View Post
    Same. I wouldn't tolerate such nonsense. I doubt this guy was starving to death. If he had his snack eat it while typing.
    I would assume it was a support tech answering the chat telling him that the sales guy was taking a snack break.

  10. #10
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    Quote Originally Posted by JohnJ View Post
    I would assume it was a support tech answering the chat telling him that the sales guy was taking a snack break.
    Why even answer if they cant handle the chat?
    Why didn't they just show as offline?

    I would assume they were either lazy or not meant to take a break.
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  11. #11
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    Quote Originally Posted by lynxus View Post
    Why even answer if they cant handle the chat?
    Why didn't they just show as offline?

    I would assume they were either lazy or not meant to take a break.
    I also thought the same too .
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  12. #12
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    Quote Originally Posted by lynxus View Post
    Why even answer if they cant handle the chat?
    Why didn't they just show as offline?

    I would assume they were either lazy or not meant to take a break.
    Because then you have the annoying population here that goes 'OMG THEIR LIVECHAT IS EMPTY THEY HAVE NO STAFF'
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  13. #13
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    Quote Originally Posted by lynxus View Post
    Why even answer if they cant handle the chat?
    Why didn't they just show as offline?

    I would assume they were either lazy or not meant to take a break.
    It could be that support is logged into the chat as well just in case there is a support issue that needs resolved and when the sales person(s) went away it kicked chats over to support.

    Just speculating, but at least they seemed nice about it - although the spelling, punctuation, and grammar would scare me off either way.
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  14. #14
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    Quote Originally Posted by Dougy View Post
    Because then you have the annoying population here that goes 'OMG THEIR LIVECHAT IS EMPTY THEY HAVE NO STAFF'
    lol so they would rather insult their potential clients?

    Classy!
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  15. #15
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  16. #16
    I don't agree with the chat. If somebody told me that, I would leave and check out a new provider. It would be nice to see at least away or be right back instead of offline so that a ticket would be opened instead of being completely offline while opening a ticket.

  17. #17
    I had a support guy one time I swear he was drunk as a skunk

  18. #18
    Quote Originally Posted by bsdvps View Post
    I had a support guy one time I swear he was drunk as a skunk
    Was he high and on acid too?

  19. #19
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    Quote Originally Posted by lynxus View Post
    Why even answer if they cant handle the chat?
    Why didn't they just show as offline?

    I would assume they were either lazy or not meant to take a break.
    When you handle sales via live chat with a large company you'll notice that a good percentage of your chats are people who don't know how to pick the correct department from the drop-down list. Whether it be billing, abuse, or support questions, you will get them all.

  20. #20
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    Wow, I would fire that guy for using such grammar and bad manners.

  21. #21
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    At least he was polite in his Engrish

  22. #22
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    Lol at least he was honest
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  23. #23
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    So, are you going to speak to the host and alert them of this?

  24. #24
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    Heres my interesting chat with IWeb a few days ago

    Domenico Caporicci: hi
    Nick: Hello,
    Nick: I was wondering how long the promotion ******************* is running
    Domenico Caporicci: until end of this month
    Nick: Mk
    Domenico Caporicci: yo need server
    Yo need server

  25. #25
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    I would guess that mints & yo are typos, we will send a memo to the team and tell them to be more attentive to typos on the chat.

    is having snacks break
    As for the snack break answer, if that was the exact answer then this employee should definitely go back to training ! Since we have sales representatives working 24/7, it can happen at night that there is a single rep available for sales answers. I guess we all can understand that the sales rep might have to go to the bathroom or take a break ... but the person answering the chat should have presented some other way and at least should have asked for your contact details in order for the sales guy to contact you when he got back. We will review the chat logs and talk about this specific issue with the team. Thank you for reporting it.

    I know my English is not the best but the way that member of sales was speaking it seems like they are outsourcing all sales.
    While they can be of different nationalities, all members of our sales and support teams are working from our headquarters on Nun's Island in Montreal.
    Last edited by atchoooo; 02-21-2011 at 11:32 AM.
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  26. #26
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    Quote Originally Posted by atchoooo View Post
    I would guess that mints & yo are typos, we will send a memo to the team and tell them to be more attentive to typos on the chat.



    As for the snack break answer, if that was the exact answer then this employee should definitely go back to training ! Since we have sales representatives working 24/7, it can happen at night that there is a single rep available for sales answers. I guess we all can understand that the sales rep might have to go to the bathroom or take a break ... but the person answering the chat should have presented some other way and at least should have asked for your contact details in order for the sales guy to contact you when he got back. We will review the chat logs and talk about this specific issue with the team. Thank you for reporting it.



    While they can be of different nationalities, all members of our sales and support teams are working from our headquarters on Nun's Island in Montreal.
    So it's you......

    I wonder why you've got the responsibility even though bear didn't mention that was you.

  27. #27
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    So it's you......
    I wonder why you've got the responsibility even though bear didn't mention that was you.
    !? Not sure I understand this answer. Unfortunately, I do not answer customers on the live chat.
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  28. #28
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    I'm guessing that bear sent atchoooo a private message on here and he felt compelled to reply in public to address the concerns surrounding his live chat representatives.
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  29. #29
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    Quote Originally Posted by Patrick View Post
    I'm guessing that bear sent atchoooo a private message on here and he felt compelled to reply in public to address the concerns surrounding his live chat representatives.
    I thought others have the same issues while understanding what I've said. lol

  30. #30
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    haha! Most ridiculous (legitimate) live chat I've ever seen!
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  31. #31
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    I'm not sure that the OP'S post is Iweb.com how ever if atchoooo mentioned it in his/her quote then i guess so...

    Aside from that if it actually was it wouldn't shock me I web is horrible i left them a while back for poor support... one day i was on the phone with them and they told me they cannot remain on the phone for long as they have other clients .... o.O

    You can see the full thread here where he also failed to reply. http://www.webhostingtalk.com/showth...eb+unscheduled

  32. #32
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    Regardless of the specific company, a number of companies have live chat agents that suffer from poor grammar and/or spelling, unfortunately.

    Every so often a client pastes me a transcript from another company, usually when it is a price match request. I have seen some horrible instances of spelling and grammar. :-/

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