diggdigital
Member
What level of Technical support should we provide over LIVE CHAT for a website visitor?
We should keep it minimum when technical issues arise over a live chat. Some technical issue take time to resolve and sometimes customers get impatient about it. It's better to let them open a ticket and gets things resolved faster.
I am trying to formulate set of questions ONLY to be answered over a live chat for the team!
Good question.
I've had quite a few issues recently with providing too high level support requests over live chat. I think when it becomes as serious as needing to login to a website to check it should be done via tickets (for security reasons also).
I believe live chat should handle the following.
Light support requests
Sales
Then if they should have to submit a ticket, you could log a ticket for them instead of saying "Please submit a ticket for this".
In my mind at least if the company is willing to log a ticket FOR the customer then it way better (especially if they already stated what should be in the ticket beforehand). Provided that the name and email and/or whatever else matches the account.
Email and name match in a live chat may not be sufficient to discuss certain issues with the person on chat. a login might be necessary to asertain that the name and email actually are being used by the rightful owner before jumping into serious issues like logins, ssh etc
Absolutely I can understand there are issues and requests that you do want to be 100% certain it that person (OS reload, major changes, and etc). But if the server is down let's say and you can easily get the match you could at least dispatch the ticket to the technical department to look into such things.
...if the server is down let's say and you can easily get the match you could at least dispatch the ticket to the technical department to look into such things.
I think that every one that offers live support will do the light and non harmful bits even if they were raised by someone that isnt the account owner.
You would be surprised, as I was told a few times "please open a ticket about this to us". Even for basics like I said.
If for example a server is down or compromised, regardless of who raises it I think support should pick it up and go to work immediately
the thing with live chat and emails is as i stated earlier you have no idea if it is actually the client you are communicating with, so support tickets from their clientarea means they need to be logged in to contact you, so then you are covered for any mishaps like the client saying i never contacted you to do anything related to my account. if its from their client area then they takes responsibility, but with live chat/email they cant as you have no way of saying it was them contacting you
Now of days emails are just "auto converted" into tickets anyways to avoid these hassles.