Avoiding live chat pitfalls in web hosting customer support

Offering live chat services for web hosting pre-sales inquiries and web hosting customer support is a great idea that has certainly increased sales and retention for many online businesses, but beware of the pitfalls.

If live chat queuing time is High, then add a holding messages in frequent time interval and show it to the visitor . Mioot live chat is offering 3 different time interval holding messages.

Instead of waiting in queue , you can accept the chat and then ask them to hold for some time and customer will feel that they have immediate attention towards them.

If you are a big web hosting company then assign the front end live person / executive , they will just collect the problem and add that as ticket and web hosting support team will track it.

If you feel web hosting issue will take long time to resolve , request the customer to close the live chat and update them via email after the issues is resolved.

Close the live chat call , who just need a information and small issue and this will increase the responce time.

Choose the live chat software which provide the Chat history , and this will help the support executive to understand the customer problem by tracking the previous history.

Add more canned messages and thus will avoid the typing delay and typo error.