Do you consider live chat an asset?

I think Live chat is necessary and gives the customer assurance they have reliable support available. Also, the usual time spent in live chat from my experience is very short conversations/simple general questions.
 
easyhostmedia said:
because a site has Live chat this does not mean they give reliable support
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That's true, maybe I should've worded that differently. It doesn't mean they give reliable support - the actual experience and support will determine that.

From my perspective, when I see a site that offers live chat and prefer a quick response, I typically have more success using live chat and if it's 24/7 - it gives some assurance that there is always someone available to provide support when necessary, and support is of high priority to that company, or at least that's my opinion. That may not be true for every company out there as some are not up to par on customer service but overall I think it's a good idea to offer this as a support option.
 
Wavy IT said:
That's true, maybe I should've worded that differently. It doesn't mean they give reliable support - the actual experience and support will determine that.
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I agree with this: it's extra tool in your arsenal to show that you're serious about support, and it can help with sales-related questions too.

What I don't like is a bot masquerading as 'live chat'. While bots are fine, they should make it clear that you're going to be through a multiple-choice 'choose your own adventure' game - and not getting a direct answer to (most) complex questions.

I just had an experience of this and left the company's site (never to return! :angry:), and I'm still sour about it...
 
It's a big advantage in ensuring the conversion goes through. However, you will need experienced staff for it and it should be working 24/7. An "offline livechat" will create the opposite effect. Also, you don't answer on the live chat in a timely manner, it decreases the chances of a conversion.
 
MVPS said:
it should be working 24/7. An "offline livechat" will create the opposite effect.
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It does not have to be on 24/7. it is just another support channel where a customer or potential customer can chat with a live person.
Some larger companies actually use bots and virtual assistants to run live chat sessions.
showing you are offline is not negative as it shows you are real, people do expect live chat not to be running 24/7, some live chats systems will make live chat links invisible if no one is online.
 
Been thinking about incorporating live chat here also. I agree it doesn't have to be 24/7 but a live chat that's never available or a live chat where the responses come at a snail pace also have negative effects. And don't get me started on those chat bots lol. @easyhostmedia, that would be great where the chat doesn't show offline but just disappears. Will look into that.
 
AlphaDogHosting said:
Been thinking about incorporating live chat here also. I agree it doesn't have to be 24/7 but a live chat that's never available or a live chat where the responses come at a snail pace also have negative effects. And don't get me started on those chat bots lol. @easyhostmedia, that would be great where the chat doesn't show offline but just disappears. Will look into that.
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Most live chat providers will have an option to make the chat window non visible if offline
 
Of course, it is one of the most direct contact method to clients. Knowing what they need and providing a suitable solution to them is important. Some of the livechat request visitor enter contact details that may also useful for sales purpose.

But if you cannot provide prompt reply in 24/7, better not to have it on website. That may make visitors think that your services and supports are not good.
 
Hello,

As per my experience live chat for sales must be there and in case of emergency transfer option to Tech must be provided, in order to handle some of the important cases.

Thanks !!
 
Support should be secured ticket access only. Sales can be chat, I prefer to pick up the phone and talk to people. It all comes down to what your sales team is comfortable with. To answer the original question, it all depends on your sales workflow.
 
I consider live chat an asset. As a customer for any services, I always look live for live chat for a fast way of communication instead of waiting for an answer via e-mail.

You always need to put yourself in people's shoes. I'm sure customers like live chat, especially if they have website issues, they can hop on chat and talk to a staff member.
 
It would be perfect from client side. If you have some fast questions you can easy ask on the live chat, insted of starting a tickets in the system.
 
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