Live chat VS ticket based system

24/7 support is a big feature for a hosting company, so live chat has great importance, so does the ticket system because you can not provide solution to all issues on chat.
 
Well, both has same importance, so I do not think either ticket system or live chat better than other.

Basically, it is the situation which makes best of their use.

Live chat can be great to calm customers about their issues and given them guarantee of quick resolution mean while tickets can provide solution even to their extensive issues.

So, combination of both makes a quality host.
 
F-G-G.com said:
Personally I think live chat is great for pre-sales questions and email/ticket systems are better for solving actual technical problems.
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I agree, well said. Live Chat gives an assurance and immediate attention. Great for presale and billing questions. However the ticket system is best for more extensive technical issues that can't be immediately resolved over the duration of chat. But having both systems is definitely the way to go.
 
I know that if I wanted to know something about a service I would want to get the information as soon as possible. A client's time is valuable, which is why instant chat is so important.
 
LiveChat is an excellent choice. Tickets often bring unhappy costumers because, on a bad day for the company, maybe a server goes down, and they're having troubles getting it back online, a lot of the companies attention may be faced on that problem, and tickets may get ignored for hours at a time.. Livechat is instant, and perfect for customer satisfaction.
 
I really believe you need both, and phone support as well. LiveChat works great for pre sales and for 24/7 level one and level two tech support.
 
I agree with BraginHost, I really think there is a use for both a ticket system and live chat. I prefer to answer questions on live chat, but it is nice to have a ticket system when you do not have anyone online at the moment, like in the middle of the night.
 
I agree that most customers don't want to wait for their ticket to be addressed. They would rather have some sort of more instant acknowledgment. Live chat also provides comfort. They know a real person is aware of the issue and is working in real time to resolve it. The more quickly an issue is resolved, the happier the customer will be.
 
Live chat is very important for customers that need a quick resolution or have some question or clarification about the service. The ticket system is important too especially for the company since they can monitor the issues at hand and also how well the support group is doing its job.
 
Good live chat system can replace tickets in most cases, but not everytime. Users definitly should have a possiblity to ask a question in one click, because it shows the quality of your service and means you really care. So it's better to use a live chat at the first line and have a ticket system as an additional variant for special queries.
 
For starters, providing live chat support can be tedious and expensive. Imagine not having the necessary number of staffs required for the task or hiring too many staffs just for live chat.. It makes no sense for fresh start-ups.. It's a nice feature to have for established hosts though.
 
We actually use our Live Chat for both Sales and Support relations, and at times we do Billing Relations but our Sales and Support is 24x7x365. I personally think it's a great idea to have both if you have the man power, but it's really up to your business structure and if you have the income or means to be on the live chat for hours a day.

- Tanner
 
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