- One feature you can add to your live chat capabilities is an SMS to Live Chat feature. With this tool in place, the user can send a text message to a number, and your support agents can reply via SMS. SMS live chat capability allows people to contact your company on the go. REMC is an electric company in the Ohio River Valley.
- Live Coding Help with JavaScript, WordPress, PHP, jQuery, AJAX, JSON, MODx, and much more. Just ask a developer, get programming help, and get moving fast.
- Get Faster Support with Live Chat! Like the rest of Weebly, our support team is rapidly growing to ensure we’re available to help you build your site every step of the way. So, we’re very happy to now offer Live Chat as an additional way for you to ask questions and get the information you need while working on your site.
More and more websites are offering live chat support these days.
While some of the benefits are clear, others may not be quite as obvious. We have analyzed the pros and cons of live chat support software and compared it to email and phone support.
Advantages of live chat support
Live Chat Support. Now you can have live chat in your website. We can handle it for you. Live chat will cover basic Pre Sales and technical queries. Our Technicians will be online on your Live chat software 24x7 serving your clients. You customers will have a better way to get help faster and more efficiently! It is that simple.
- More competent service: compared to phone support it's easier for your staff to “know all the answers” because they can just quickly ask collegues if they get a tricky question. The customer won't even notice it.
- Instant feedback: chat is usually faster than phone support where you usually have to have to go through cumbersome menus. Not to mention email support where nobody even expects an instant answer.
- Help more people at the same time: chat agents are usually able to serve three or even more people simultaneously.
- No more problems with strange accents or bad lines
- Absolutely no extra costs for the website visitor even when they are from another country
- Convenient: Support can easily send helpful links to the customer through the chat interface and type complicated names into the chat box.
- Analytics: use live analytics to find the most relevant visitors to…
- …start chats pro-actively, just like the thoughtful salesman in a store you can offer your help.
- Switch off chat when you are away – if you’re a one man show, just go offline and transform the chat bar into a contact form. Big advantage over telephone support.
- Quality of support can easily be reviewed to get a feeling for the support quality your staff is providing, simply by checking the log files.
Disadvantages of live chat support
Get Faster Support With Live Chat Room
- Not all users will like it: users who aren't computer savvy will probably not be too fond of it. You should always offer at least email or phone support in addition to chat support.
- Not all users will know how to use it: if your websites attracts mainly technophobes or an older generation, live chat may not be what they are looking for. However “Generation Facebook” keeps growing at a fast rate.
- Not great on mobile platforms: iPhone users who are not able to type at lightning speed won't have much fun using live chat. In addition, not all mobile devices are able to support live chat applications.
- “Prank chats”: Just like us you will probably get your fair share of not so serious chats. If this happens frequently you can, however, block the person or make email a mandatory field in your pre-chat form, which should reduce this kind of abuse significantly.
- Chat agent must react in timely fashion: if your support fails to respond quickly the visitor may leave the site frustrated.
- Interruptions: unlike email live chats cannot wait for a couple of hours before they are replied to.