Live Support

[mahaaud8401]

I think you should have Technical Live Support. That's faster to solve the problem than use ticket.

[Tom]

Being a WHB Customer for a while I thought Live Chat would be great and there is no problem but once on the staff side...

That would be a great idea but there is a flaw. I worked in the hosting industry and there is a problem with it and makes the staff look like idots in the customer eye.

Let me setup an example:

Staff: Thanks for contacting Tech Support, My name is Staff How can I help you today?

Customer: Hi, In a live chat session with Ryan the other day he told me that I can do this and to fix this problem. Can you check this?

See the problem here is that normal staff don't have access to those unless we are admins live chat records but other tickets if we have ticket numbers we have access to those tickets to see exactly what happened and what he was talking about.

So we it is a complicated thing.

[Matt R.]

Live support is for basic sales/technical queries, namely level 1 and level 2 level stuff. Anything account (eg password related) or that will require a login to the server has to be documentated for our own records, hence a ticket.

[roywoodall]

Maybe an IRC channel can be the solution for general chat and support between users and whb representatives.

[Matt R.]

If there is sufficient customer demand, we could setup an IRC channel and we could have a staff member or two login...

It'd have to be popular though, and that is what holds us back.

[roywoodall]

Well thats sounds good.... I do not care being online 24/7

[kutnkudly]

I would love to see a 'live support' mainly for one reason....when I submit a ticket, it first gets responded to by one person. I reply, it then gets handled by another person, and in previous tickets, either the problem wasn't understood by the second person answering the ticket, or they didn't read it because they went in a totally different direction than the first person who answered me....In live support, I'm talking to one individual and we work back and forth until the issue is solved, or it has to be forwarded to someone with more knowledge and I'm informed of that. I don't want to come off as bitchy, but it has gotten really frustrating. I am not saying that I want it 24/7, but having it at some point would be great!