why live chat fails in web hosting support

Most web hosts offer live chat support now a days so that prospective customer can have questions answered instantly. For some customers , the availability of live chat is a deciding factor on which web host they choose. Knowing the preferences of the target audience can help web hosts decide if live chat would be beneficial for their business.

Many support problems require investigation, and the support executives usually tells the customer to open a ticket when he realizes that the particular concern is one of them. The client may be frustrated at not having the problem resolved via chat, and both parties waste time by talking via chat and via the helpdesk.

Not having available staff or experiencing delays in staff availability during the published hours for live chat reflect badly on the company.

If the server that the live chat program is hosted on is down, clients will be unable to reach support via chat.

Staff can't prioritize tasks that come to them via chat the way they can on the helpdesk.