Live Chat ot instant messenger support to use ?? need your opinion
First of all haooy to be here again in this forum with all great member
now my question is as thier iare many hosting company here with many customers and many i think try many ways to support thier clients so if you need to choose between to use in your hosting live chat support or messenger like msn , yahii , aol and icq support which one you choose ??
and what is the most messenger people preffer to have in your support ?
do you think it's better to hire expert supporter to work in my hosting company office as supporter or to pay for sitesand company gave support services which one you think is better ??
in general for every 100 clients how many supporter you need and for 1000 maybe too and so on and i want to gave support 24/7/365 for real
my best regards
fortress thanx but i was thiking having about 5 messenger programs with live support maybe confuse people who wants support and the supporter too >>> and some people like messenger and other live chat so want to see more opinion >>
as for me i used messenger for current clients and live support most time for people who wants to ask about the service or such one ...
and what about having my own tean or supporting company
I use help centre live! www.helpcentrelive.com - i just customise the chat screen and it looks fine and you can have unlimited operators, trouble ticket and faq system is built in aswell. This is for live chat on the site.
And also provide a MSN Messenger address in case of site errors etc.
The biggest problem with offering IM support is when your client base starts numbering several hundred how will you juggle everything?
A typical IM from a client would take 5 minutes or so just to figure out who they are and what server they have.. Not to mention how can you know if this person is the account owner? Verifying that might take an additional 5 minutes.. So now you have 10 minutes of your day tied up and you haven't even begun to fix the issue..
I'd say get yourself a good helpdesk system and if you want live interaction use a live support plugin for it. This way the different techs can work on different issues and you have a central location to keep records.