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  1. #1
    Join Date
    Jul 2009
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    * Live chat timewasters?

    Just had this guy from India..


    Code:
    2011-06-11 11:23:51 rajat: has joined the conversation, Please ask your question.
    2011-06-11 11:23:59 rajat: hello
    2011-06-11 11:24:01 Graham: Hello, Thank you for visiting IMsupporting.com. How can I help today?
    2011-06-11 11:24:30 rajat: sir,i want to know how this software help me in my bossiness
    2011-06-11 11:24:35 rajat: srry
    2011-06-11 11:24:38 rajat: bussiness
    2011-06-11 11:25:17 rajat: ???
    2011-06-11 11:25:18 Graham: What are you looking for? With the live chat software you can talk to your visitors ( like how we are now ) This can help increase sales by answering peoples questions instantly.
    2011-06-11 11:25:30 rajat: kkk
    2011-06-11 11:25:52 rajat: tell me it's features
    2011-06-11 11:26:08 Graham: http://www.********.com/live_chat_features/index.php
    2011-06-11 11:26:19 rajat: kkkk
    2011-06-11 11:26:28 rajat: is there any premium services
    2011-06-11 11:26:30 rajat: ???
    2011-06-11 11:26:48 Graham: http://********/pricing.php
    2011-06-11 11:26:54 rajat: kkk
    2011-06-11 11:27:09 Graham: http://www.********.com/compare/index.php will show you what features each package has.
    2011-06-11 11:27:18 rajat: m i able to use this software in india
    2011-06-11 11:27:40 Graham: If your able to pay via paypal, Then yes.
    2011-06-11 11:27:50 rajat: kkk
    2011-06-11 11:28:07 rajat: how can this softare help me
    2011-06-11 11:28:58 Graham: Im sorry, you already asked that? Visit our main page and give it a try ( Its free ), See if it suits what your looking for. If you dont know if it can help you, then it may not be worth your time.
    2011-06-11 11:29:49 rajat: hmmmmmmmmmm,,,u knw u don't noe how to talk wid a customer,,,,i was thinking to buy it
    2011-06-11 11:30:25 rajat: but now i will not
    2011-06-11 11:31:01 rajat: :(
    2011-06-11 11:31:10 Graham: ok, All the information you need is on our main page: http://www.********.com . The free trial will give you an idea on what the software can and cannot do. I cannot say if its what you are looking for as this is a choice you have to make.
    2011-06-11 11:31:32 rajat: go to hell,u dumb
    Now , While I think I could of been a little more nice to this guys, Do you ever get the feeling that its just a complete waste of time even entertaining people like this?

    May start banning people from certain countries
    This happens 5 to 10 times a day currently.

    What do you do with these kind of questions/people?

    Maybe im just getting to impatient with people now-a-days?

    I always think honesty is the best policy.
    Im more than happy to help anyone out and even go well above the "call of duty" however sometimes it seems/feels like your talking to a damn unintelligent robot.
    Last edited by lynxus; 06-11-2011 at 06:45 AM.
    Live Chat Support Software for your Business website - IMsupporting.com

  2. #2
    When you take your business online, you should expect to meet people from all walks of live. Some will even be using a translation software before they get back to you. At times its boring but you can't just push them off.
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  3. #3
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    We get a lot of people who seem very eager at first, we get them all set up and they tell us they're not ready to buy for a month, or don't have any money to buy, and so on. It is frustrating.

  4. #4
    It'll happen but just ignore them or just give them what they want.

  5. #5
    It happens again and again. Soon, you will be adjusted with this. :-)

  6. #6
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    Quote Originally Posted by praveenkv1988 View Post
    It happens again and again. Soon, you will be adjusted with this. :-)
    Glad its not just me guys

    I think im gonna start banning countries.
    Live Chat Support Software for your Business website - IMsupporting.com

  7. #7
    Join Date
    Aug 2010
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    Canada
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    Oh, the joys of customer service! This is to be expected though, not too much you can do but try to answer their questions as best as possible. I've seen a lot of times where the chatter will come on just to critique the website and start giving business advice, though it can be helpful in knowing what are their first impressions, theoretically it's not a waste of time as you are in fact communicating with a potential buyer.

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  8. #8
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    Quote Originally Posted by lynxus View Post
    Glad its not just me guys

    I think im gonna start banning countries.
    We have several countries banned, such as Iran and Pakistan. There was way too much fraud. It's even better when you find those Iranians that you banned asking people in Canada to order for them

    Back when we offered OpenVZ, we had about 1200 OpenVZ clients -- the vast majority of them were from the Middle East and Asia. That chat transcript is all too familiar to me, unfortunately. Language barriers can be tough ones.
    Matthew Rosenblatt, and I do lots of things.
    Currently a Master Electrician on Broadway.
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  9. #9
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    Oct 2010
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    The best chat transcript I read is somewhere here on WHT. The guy wanted support for his website. To make a long story short, the guy wasn't even hosted with them but said they had a good reputation for support and his host support sucked. Priceless!
    Hosting is like a box of chocolates, you never know what you're gonna get.

  10. #10
    It happens and it sucks. I had a time waster the other day who took 3 hours of my time and was from the middle east. Really considering to stop working with customers outside the US, UK and Canada due to the problematic issues a lot of the people in the middle east create. I will admit that some of my best clients are from the middle east however in numbers it just does not work. Rajat is clearly someone from the middle east most likely and why you too are experiencing issues.

  11. #11
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    Quote Originally Posted by Zoom Active View Post
    It happens and it sucks. I had a time waster the other day who took 3 hours of my time and was from the middle east. Really considering to stop working with customers outside the US, UK and Canada due to the problematic issues a lot of the people in the middle east create. I will admit that some of my best clients are from the middle east however in numbers it just does not work. Rajat is clearly someone from the middle east most likely and why you too are experiencing issues.
    I too may stop doing business in countries like this.

    TBH this is why we deal through paypal, They take away a lot of risk by not allowing payments in bad places.

    I also get A LOT of people from said countries always logging into live chat and asking "So, Whats this website about" , "What can you do for me?"

    This grinds my gears to hell and usually point people straight back to the site they were just on asking them to READ.

    While I believe that I might be scaring away customers like that, I feel I have saved myself a problem customer anyway.

    I can honestly say doing it this way has given me some of the best clients ive ever dealt with.

    99.9% of clients NEVER require support, They never miss payments and cause zero problems.

    They simply buy the product, Use it and thats it.

    Just wish every client was like this
    Live Chat Support Software for your Business website - IMsupporting.com

  12. #12
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    Mar 2010
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    If you have the time just talk with them, you never know. Him saying "you dumb" pretty much showed this user was going to be a bad client though.

    Personally though you could have answered
    sir,i want to know how this software help me in my bossiness
    a bit better. Instead of linking to other pages, why not say something along the lines of " This live chat program helps you and your employees easily speak with multiple customers at once and assists with multi tasking, increasing employee proficiency when trying to convert sales." Or " The average customer will look for your site but may not wish to use a personal email or use email to ask questions. This live chat software makes it easier for potential clients to ask questions and increasing your level of sales by doing so. "


    Obviously you can come up with better responses then me for your live chat software but a sales person saying that VS linking me to pages in there website, who is more likely to get the sale if it turns out to be an actual client?

  13. #13
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    Quote Originally Posted by techjr View Post
    If you have the time just talk with them, you never know. Him saying "you dumb" pretty much showed this user was going to be a bad client though.

    Personally though you could have answered a bit better. Instead of linking to other pages, why not say something along the lines of " This live chat program helps you and your employees easily speak with multiple customers at once and assists with multi tasking, increasing employee proficiency when trying to convert sales." Or " The average customer will look for your site but may not wish to use a personal email or use email to ask questions. This live chat software makes it easier for potential clients to ask questions and increasing your level of sales by doing so. "


    Obviously you can come up with better responses then me for your live chat software but a sales person saying that VS linking me to pages in there website, who is more likely to get the sale if it turns out to be an actual client?
    I agree 100%, I was a little short with the client.
    May save those lines as auto responders for next time lol
    Live Chat Support Software for your Business website - IMsupporting.com

  14. #14
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    Language barriers can be a challenge. I often restate answers with simpler vocabulary or shorter sentences. I do not personally think that any live chat interaction is a "timewaster", though.

    -mike
    Mike G. - Limestone Networks - Account Specialist
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  15. #15
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    Quote Originally Posted by Mike - Limestone View Post
    Language barriers can be a challenge. I often restate answers with simpler vocabulary or shorter sentences. I do not personally think that any live chat interaction is a "timewaster", though.

    -mike
    I must agree with you on this one as well. It's the nature of the beast so to speak and at times you need to take things with a grain of salt and accept it for what it is. Another thing you need to keep in mind when dealing with International prospects is culture.

    As Mike had mentioned, language barriers can be major obstacles/hurdles to overcome however, keep in mind that every individual you talk with may be a potential prospect or referral. In addition to this, the cultural difference is, individuals from these regions are more direct so they may come off as rude but that is certainly not their intention and most likely the way they deal with people in general on a daily basis.

    I know it may be difficult at times in business, but at the end of the day as the owner or customer service rep you are at the forefront of your business and at times you will need to learn how swallow your own tongue (figuratively speaking). Who knows, perhaps, if you hand held this individual through the process or invested quality time during the online chat they may have signed up for your service. Even if they didn't sign up if they had a positive experience they may even refer a colleague, friend or associate to your company.

    It is obvious that your site has all the pricing details, features made available but some people want to test out the water before taking a dip. If you're brushing/pushing off all these individuals the next time this happens try investing some time and see what happens. If nothing, then do as you suggested block specific countries.

    Due to high fraud and embargo reasons, we do not accept orders from the following countries: Iraq, Vietnam, Libya, Iran, North Korea, Cuba, Egypt, Malaysia, Thailand, Indonesia, Syria and Romania. Maybe you should implement something similar.

    Good luck with the live chats
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  16. #16
    Quote Originally Posted by jtodd View Post
    We get a lot of people who seem very eager at first, we get them all set up and they tell us they're not ready to buy for a month, or don't have any money to buy, and so on. It is frustrating.
    Yes sir, I agree...

    I actually had one go all the way through with having us provide him a custom solution today, with tons of extra features and such and the weird thing was he paid for the setup charge of $5.00; and then we setup the service for him and even provided him the service because he paid the setup fee, and the invoice was due that day, by the time we provided it to him, within 5 minutes of us sending out the welcome e-mail he re-opens the live chat and says,

    "Sorry, I just found out I'm broke and cannot pay for this, but your a good guy, can I keep this for a month?"


    What do you say back to that? Lol.

    Then we had a few others kinda the same, but didn't make it that far.. We actually have transitioned from our live support to be not directly on the main page in that big icon like alot of site's do, ours is a text-link and then in the client area it has the icon, just to save the time to push away idiots, and people that are really just wasting time and not really there interested in services, and we have no problem dealing with people that are clueless and need assistance, and we have no problems even launching demo trials for people to learn to see if they like it and even help as long as their serious about what they are talking to us about or if there just trying to snag a free service.

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