29 July 2008
Live chat support, Discontinued!
Posted by Norman under: announcements .
Well, I do not know if any will miss the “Live chat support”, but I’m getting more and more complaints about live chat support not available.
In fact we are always available, but support agents are busy with another chat sessions and that’s the problem! .. this tool is misused.
The main purpose of chat support is to offer fast hints and fixes, a ping-pong style conversation:
customer 1: Is there a way to disable visitors from certain IP to visit my website?
support: sure, check cpanel > IP deny manager.
customer 2: my website xy.com looks down!?
support: yes, we are rebooting this server, will be up after 3 minutes.
and so on, but the fact is, the average length of chat sessions from logs is: 26 minutes!
so, in average, every support seat (seat = 3 x 8 hours shifts) can answer around 50 chat requests per day .. this is not enough and customers are not happy.
so we decided to discontinue this support tool by the first of August 2008 and keep the helpdesk ticket system only, from our logs, I see high satisfaction rate in tickets, the support agents take their time to read, escalate and answer tickets .. they are doing good job and I guess it will be much better without the disturbing of chat requests.
Update, Aug 1st..
I just read this comment in hostsearch website, see what the customer said:
looks like Lori was trying to chat but she could not, site idicates that she can .. yes .. but support agent was busy at this time(s)! ..,
2 Comments so far...
Darren Says:
5 August 2008 at 11:04 am.
My site just went down, so I was a little annoyed when I couldn’t just zap right into a chat to get the problem resolved quickly, but response time on my high-priority help ticket was answered in just four minutes. I can live without the chat.
ZAAngels Says:
30 October 2008 at 1:48 am.
I recently got an bandwidth overage, so I purchased more bandwidth. Put a support ticket in with the order number as a reference. 10 hours later, my site is still down due to bw quota being exceeded. Live support being disabled is rather annoying. I only host at places with live support so I might just have to jump ship when my contact is up.