Planing to give LiveHelp support, share your knowledge please.

[SergioC]

Hi,
need your feed back on this questions I have, hope you can share your toughts with me. Thanks.

- Do you use a LiveHelp support system, is it worth it?
- About how many people use it? I mean from your custommers traffic what percentage use the LiveHelp?
- Is there a good and inexpensive one that you could recommend?

Thankyou all for your kind answers.

Regards,
- Sergio

[niyogi]

We use it - and it's used everyday with several dozen chat sessions instantiated as well. Customers like knowing that they have a pulse on the activity and rely on this as a form of "instant gratification" even if the answer is we are working on it.

If the problem can't be resolved in Live Chat, we ask them to submit a ticket through our helpdesk.

As for a Live Chat tool, we've tested them all and ProvideSupport.com comes out on top of them all!

Roj

[SergioC]

Thankyou Nigoyi,
I have entered into the site and it looks good. I have tried to talk with them but unfortunately livehelp was offline. I will try tomorrow. Thankyou for your feedback.

Is there someone else that would like to share with me his knoledge? :bowdown:

Regards,
- Sergio

[Alex]

SergioC,

We also use a LiveHelp system although we use it mainly for pre-sales questions. Don't get me wrong, if a customer chats with a problem and it can be resolved quickly, we will help them. Otherwise we ask them to open a ticket; best for audit trail, which then both the customer and ourselves can go back to it if need be.

It's a good tool and as niyogi mentions, it is appreciated.

[SergioC]

Thankyou Alex.

I have just installed one by CraftySintax. It is an inexpensive one, just to try if it is worth it to buy the one from Nigoyi. But unfortunately in all day long no one stopped to chat, go figure. :csmoking:

Regards,
- Sergio

[niyogi]

The folks at ProvideSupport seem to be online from their website. I've always been helped swiftly and courteously when I've had problems. Try it again right now and let us know how you fare.

Regards,
Roj

[RobM]

There are many good chat system we use stardevelop.com

It work great and free updated for life an a nice little window app.

[SergioC]

Thankyou Rob,
I have visited the site, and it looks nice, the only thing is that the license is only for 1 site or 1 domain.

But Niyogi's site (right now I wrote your name correctly :D, sorry for the prior mistakes) is for unlimited sites.

I uploaded onde day before yesterday my LiveHelp system and in 48hrs, just 1 person has stopped to ask. So, is it worth it?

By the other hand, my support ticket system is working nice and a lot of people ask me questions from there instead of LiveHelp and I donīt know why.

Regards,
- Sergio

[RobM]

stardevelop.com

They do make a multi site version $249.95

[SergioC]

stardevelop.com

They do make a multi site version $249.95

Yes, I saw that option. Now, I have another option where to choose from. By the way, I will be installing a new software from OSTicket. It is a complete system with tickets and live help, just to learn more about livehelp.

Regards,
- Sergio

[niyogi]

On the question of "Is it worth it?" I think that it is for sure! I mean instant gratification is so much better than having to wait! If you are doing a great job getting to tickets swiftly, then that's fantastic. But I'll keep the other option around and actively *market* it as a feature. That's where it pays itself off and give you return.

When you buy software, you look for how many features the software has; when you finally use the software, you'll find that those features you were impressed with before purchasing the software - you don't use!

Microsoft is really good at this. :-)

Cheers,
Roj

[SergioC]

When you buy software, you look for how many features the software has; when you finally use the software, you'll find that those features you were impressed with before purchasing the software - you don't use!

Microsoft is really good at this. :-)

Cheers,
Roj
Roj,
you are right and that is why I am using two inexpensive packages just to learn and then after I have played with them, buy the good one. I really donīt like to buy without knowing what I have to do with the package at all.

Right now, I have learned a lot of things thru this posting and another that (I think) Alexander wrote with his feelings about livehelp.

I really like the feedback that I can get here from people like you.

Regards,
- Sergio

[Hippohost]

To Sergio,

I use free helpcenterlive (with osticket as module) It's good script to use for support somehow. I found it easy to chat with customer.

For live help, I think it's useful somehow. Live help, I don't want to talk only about online support in the site, i want to talk about online live help. I use IM (yahoo, msn and aim) which will let my customer add me to their msn. Well I found out that MSN/Yahoo and AIM is the best way to chat with customer. Eventhough they don't chat with you, a welcome question always be expected by customer, like "How are you today?" "How is the hosting?" "You are happy with that somehow?" With this, customer will feel that they are worthed and got attention from their hoster.

Telephone support is great as well somehow, you can talk with customer directly. however i still like the IM Support.

When you are going to do online support, good suggestion, if you are doing support from your house then you need to have some movie :) While waiting for any question, you can watch movie and it will help you with your boredom.

wish the best anyway, if you are looking good online support for site stardevelop is good and cheap.

[MK Hosting]

We use PHP Live for Live Support.

It is useful to let customers know that someone is there. I also use a 1X1 pixel transparent image so if its offline it does not give that offline felling.

It can be pranced but the spam Block feature does the job, I have used several systems before Bold Chat, Help Center live but never providesupport.com as mentioned before. As far as the systems I have used go PHP Live is my best yet.

[etechdesigns]

I would suggest "Cerberus" is good support software for free. Another good system is "Kayako" for paid. I recommend liveperson or boldchat for live chat support system. :)

[FinishHost.com]

We use it - and it's used everyday with several dozen chat sessions instantiated as well. Customers like knowing that they have a pulse on the activity and rely on this as a form of "instant gratification" even if the answer is we are working on it.

If the problem can't be resolved in Live Chat, we ask them to submit a ticket through our helpdesk.

As for a Live Chat tool, we've tested them all and ProvideSupport.com comes out on top of them all!

Roj

i just purchased the system from providesupport and it works great, very easy to setup and actually use

thanks for listing that here, "live person" is just way to expensive

[ThinkSupport]

Why dont you try CCS in that case its cheap.

[Brushed-Red.COM]

We use phplivesupport, and it seems to be having a few requests daily. I think its absolutely worth it.

[dotDavid]

I seem to be one of the view that is entirely against livechat.
It's just another one of those support methods that is not cost effective.

For sales: perhaps however if you have active, thorough e-mail support/sales technicians you shouldn't need livechat.

Every sales phone call will result in a sale. Every sales livechat won't. In fact quite a few less will turnover into sales.

As for support: submit a ticket. Technicians would prefer to resolve most issues via tickets as they don't have to constantly say 'Yes, I'm still here' everytime the client asks 'are you still there?' because you're idle for a few seconds while working on their server. ;)

[WestHost]

It is VERY worth it.

Our call volume has significantly dropped. The best thing about LiveChat is that an agent can take multiple calls at the same time. We also can survey those pre-clients/clients right after the session is up and get immediate stats.

[dcpaq2]

Group,

Has anyone tried using Flash Chat as a live support option?

If you have could you give me your opinion of it and how it has or is working out for you?

Ive been thinking about trying this for my live support but just not sure if it offers the options like some of these other programs do like phplivesupport, liveperson, and others.

http://www.tufat.com/s_flash_chat_chatroom.htm

Thanks

Doug

[interburst]

I for one would always contact my host by live support before sumbiting a support ticket so I could get an instant response.

But there is nothing worse than live support which is never online.

[ThinkSupport]

But there is nothing worse than live support which is never online.


Thats really important if you say 24/7 chat/email/phone support you should do so.

[DediUsa]

Hi

Guys check out isupporter.com - it works great!





Thats really important if you say 24/7 chat/email/phone support you should do so.

[GnomeyNewt]

I think live chat is very cost effective -- as compared to paying for your 800 line which cost $$ per minute (unless you are using voip, which actually in some cases is still costing $$ per min). Also, it really depends on what you define as acceptable on live chat, such as sales, billing, and level 1 technical issues for instance as acceptable, or even no tech at all. I think it is very ineffective trying to solve some level 3 issue that rarely occurs!

I am currenty using providechat.com also and I love it! I guess because it just works. I've had experience with stardevelop.com and it isn't working that great. Also, everytime I've contacted them, they have never replyed :(. I guess what I rely on at providechat.com is that they will make sure it is working and I won't have to mess with it much, which I find very comforting.

[Commit1 Venkat]

We use PHP Live for Live Support.

It is useful to let customers know that someone is there. I also use a 1X1 pixel transparent image so if its offline it does not give that offline felling.

It can be pranced but the spam Block feature does the job, I have used several systems before Bold Chat, Help Center live but never providesupport.com as mentioned before. As far as the systems I have used go PHP Live is my best yet.

It works real good however the only problem I run into is when I am using the webbased livechat system it does not always refresh on its own to keep track of current hits on the website. Other then that it works Great!

[concreteman]

-- as compared to paying for your 800 line which cost $$ per minute

Might want to check out http://www.kall8.com/ (https://fusion.kallback.com/kall8/enter.cfm?agentID=7043). They have the absolute cheapest prices available and provide great service. 2.00 per month and 6.9c per minute it is cheaper then my home phone bill.

[l2scool]

http://www.live2support.com is also a good hosted live chat sostware for websites to promote sales. Very cheap(starts at 8.99 USD) in comparision to other services. support also matters. you can easily customize visitor window look according to your website.

[hostechsupport]

Hello,

I think you can use trial versions on live chat before planning to gor for one.They have trial period of ten days or so but you will get idea of how it can be helpful to you.Having live chat is postive step, which helps to boost your sale s as any client would like to get answered instantly instead of waiting for a long period through emails and other source you provide....

[DMG]

I'd recommend SHINE Live Help. It's an open-source product so it's free. It also works with SugarCRM which was a real benefit for us.

www.sourceforge.org/projects/shinelivehelp

[livechatdir]

Liveperson (http://www.liveperson.com)is what we use at m2mhost (our web hosting site). Provides us with integrated:

Email (Tickets)
Live chat
Live Call
Knowledgebase

Very cost effective for what it does!

[.amaZe]

Use kayako, its good has a lot of features.. But its a little costly monthly, which can hurt..