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Live Support for web hosting site - Good Idea?

Discussion in 'General Business' started by UberBrainChild, Mar 19, 2009.

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  1. #1
    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?
     
    UberBrainChild, Mar 19, 2009 IP
  2. nihangshah

    nihangshah Prominent Member

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    #2
    It's good thing to offer live chat support. Several hosting companies like Hostgator offer 24/7 live support.
     
    nihangshah, Mar 19, 2009 IP
  3. UberBrainChild

    UberBrainChild Banned

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    #3
    yes we offer live chat only at the moment, no phone

    Thanks for the tip
     
    UberBrainChild, Mar 19, 2009 IP
  4. admin.silas

    admin.silas Peon

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    #4
    i agree with with Nihangshah and yes that is superb idea
     
    admin.silas, Mar 19, 2009 IP
  5. nihangshah

    nihangshah Prominent Member

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    #5
    You can try offering phone support using Skype. It's an online telephone service.
     
    nihangshah, Mar 19, 2009 IP
  6. UberBrainChild

    UberBrainChild Banned

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    #6
    Yea, I have used skype, Can i get a US phone number on it?

    We are currently using Livezilla for the live chat
     
    UberBrainChild, Mar 19, 2009 IP
  7. f13productions

    f13productions Well-Known Member

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    #7
    You could always get a 2nd number and get yourself a 1-800 forwarder. tollfreeforwarding.com
     
    f13productions, Mar 19, 2009 IP
  8. ActiveFrost

    ActiveFrost Notable Member

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    #8
    Yes, you should have it ( at least for a few hours per day ) ;)
     
    ActiveFrost, Mar 20, 2009 IP
  9. Sam 735

    Sam 735 Well-Known Member

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    #9
    I think it's good for your reputation...
     
    Sam 735, Mar 20, 2009 IP
  10. bobchrist

    bobchrist Active Member

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    #10
    You can offer referral/ affiliate program that can help you to get more clients.
     
    bobchrist, Mar 20, 2009 IP
  11. puthzel

    puthzel Member

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    #11
    good site + good service = $$$ money... :D
     
    puthzel, Mar 20, 2009 IP
  12. sarsh11

    sarsh11 Active Member

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    #12
    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.
     
    sarsh11, Mar 20, 2009 IP
  13. micksss

    micksss Notable Member

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    #13
    Absolutely. Not only is a great selling point it has the potential to provide better/faster support as well as cut down on costs.
     
    micksss, Mar 20, 2009 IP
    terminator69 likes this.
  14. gr8liverpoolfan

    gr8liverpoolfan Notable Member

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    #14
    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.
     
    gr8liverpoolfan, Mar 20, 2009 IP
    terminator69 likes this.
  15. darlington

    darlington Guest

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    #15
    You just got soem serious points from well known users on dp.

    Go for it.
     
    darlington, Mar 21, 2009 IP
  16. justinlorder

    justinlorder Peon

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    #16
    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.
     
    justinlorder, Mar 21, 2009 IP
  17. UberBrainChild

    UberBrainChild Banned

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    #17
    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?
     
    UberBrainChild, Mar 21, 2009 IP
  18. rhoniedotcom

    rhoniedotcom Well-Known Member

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    #18
    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.
     
    rhoniedotcom, Mar 21, 2009 IP
  19. matik

    matik Peon

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    #19
    I prefer websites with live support, makes things easier
     
    matik, Mar 21, 2009 IP
  20. terminator69

    terminator69 Notable Member

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    #20
    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.
     
    terminator69, Mar 21, 2009 IP
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