Why is most live support bad?

[TechGuy1]

It seems every company that I deal with and use live support, they have robots on the other end. They way they talk and there unhelpfullness. Why is this? It seems they have no idea what they are talking about. Even Newegg which is one of the best hardware suppliers out there the live support techs are out to lunch.

[Espeed]

It seems every company that I deal with and use live support, they have robots on the other end. They way they talk and there unhelpfullness. Why is this? It seems they have no idea what they are talking about. Even Newegg which is one of the best hardware suppliers out there the live support techs are out to lunch.


It's because the quality of people that are behind the tech support. I mean think about it it's LIVE CHAT. I mean that just screams cheap support.:eek:

[CrypticVPS]

I support live chat, But i think that it doesn't beat having ticket support. That way you can actually keep tabs on your clients.

[bermuda]

Well this is the nature of live chat and in most cases the ticketing systems are great for some technical issues. The live chat sessions could be great to ask some general questions from the staff about the companies or how much the packages cost. It is worth waiting for some hours to receive some detailed responses through ticketing systems.

[GigNet]

live support isnt there to take away support tickets,
its just there so they can have more of a personal talk to somebody,
where as a ticket is more for just an answer,
where as live support is abit more personal

[rlshosting]

My guess its not easy getting talented people either. I guess they have to have somebody manning the Live Chat application.

[hostingguy12]

That is very true, I hate dealing with Automated Voice Systems. What happened to good old Customer Service?

[TH-Guy]

I don't really have bad experience with live support systems. To be honest, I would rather use a website that has a live support system that is only online occasionally but has people who really represent the company and understand it and the product etc. than an outsourced team running the live chat 24/7. Of course, you can always use tickets/emails which I find are the most reliable and always the best way to get high quality support.

[~ServerPoint~]

I suppose that live support quality depend only on the web hosting comnpany which provides that.

[hostingguy12]

Live support can be good or it can be bad. Not every company has bad live support. I have used quite a few companies that offer it and it seems to work well. Live support is a quicker way for companies to get there customers help without haveing to deal with language barriers.

[Hydro_Host]

Most companies just use live support for sales questions.

You can't beat a support ticket

[hostingguy12]

Support Ticket system is definately the best way for communicating between you and your clients. This way you can keep track of the entire case via emails or posts. Live chat can cause issues with tracking.

[ayesh]

I agree with you