Live Support for web hosting site - Good Idea?

I own a web hosting site and we have started offering live support due to suggestions by customers. We can keep it up for about 16 hours a day, is this a good idea? We are a small team, but we know what we are doing, some of our support team used to work for customer support at companies like 1and1

what i am asking is will it help us bring in more clients, we are putting some money into this so thats why i am asking?

 

It's good thing to offer live chat support. Several hosting companies like Hostgator offer 24/7 live support.

 

yes we offer live chat only at the moment, no phone

Thanks for the tip

 

i agree with with Nihangshah and yes that is superb idea

 

You can try offering phone support using Skype. It's an online telephone service.

 

Yea, I have used skype, Can i get a US phone number on it?

We are currently using Livezilla for the live chat

 

You could always get a 2nd number and get yourself a 1-800 forwarder. tollfreeforwarding.com

 

Yes, you should have it ( at least for a few hours per day )

 

I think it's good for your reputation...

 

You can offer referral/ affiliate program that can help you to get more clients.

 

good site + good service = $$$ money...

 

it definitely is a good idea if you can keep the promise of keeping it up for 16 hours cause most people offer 24x7 live support and are hardly on once or twice a week which is a turn off.

 

Absolutely. Not only is a great selling point it has the potential to provide better/faster support as well as cut down on costs.

 

Many people value good support highly.

If you are able to do it well, there is no reason why you shouldn't implement the plan.

 

You just got soem serious points from well known users on dp.

Go for it.

 

Major hosting companies have live support .
I suggest you should have it too .
IMO, tickets system and live support will help your hosting business a lot.

 

Thank you soo much for the help. We already had a ticket system in place, but now we have live support as well. But since we are not live 24/7 how should we advertise it?

 

Just my opinion. I would not use a hosting company if it did not have live support. But again price and up time are my biggest concerns.

 

I prefer websites with live support, makes things easier

 

From a customer's perspective it is the most efficient way to solve a problem opposed to waiting hours for a support ticket to be answered.