Live Support

[Tetraboy]

Some type of live internet support like IRC, humanclick type, or even instant messenger (MSN,ICQ,etc) would be very nice.

[Steve]

Well, at Idologic, I consider the helpdesk almost live. It's usually that fast based on past experiences.

[Idologic-DH]

Originally Posted by Tetraboy

Some type of live internet support like IRC, humanclick type, or even instant messenger (MSN,ICQ,etc) would be very nice.

Problem with live support is that record keeping becomes more difficult and it doesn't suit well to complex problems.

That said, it doesn't mean it will not happen some day and you can always make an appointment to be talked through a procedure.

[Douglas]

We've thought about live support for Level 1 Technical support (little issues and things that can be solved fairly easily) and for sales/customer service/billing.

Like said, it probably wouldn't work well for some of the more complex issues we get.

[IdologicJeff]

The other issue here, is that I hate going to sites that claim to have 'live support' and nobody is there.

Douglas has identified a few products that makes live support able to get the support team's attention by making initial contact more obvious when a visitor arrives looking for support.

Still, I'm not keen to risk it (yet), knowing that if Ido offers 'live support', we darn well better have a responsive 'live support'.

Cheers
Jeff

[infoZine]

Originally Posted by Steve

Well, at Idologic, I consider the helpdesk almost live. It's usually that fast based on past experiences.

I'll second that.

[Peltier]

I agree with what Jeff said, if a company offers one then it should be available with someone monitoring it for most of the day.

[Douglas]

Originally Posted by Peltier

I agree with what Jeff said, if a company offers one then it should be available with someone monitoring it for most of the day.

Indeed! Why bother having it if we don't intend to man it? As our staff expands, and the visitors to our site expands in relation to that, we'll be able to provide both sales and technical support over live chat. How many companies do that? Not too many!