Live Support????

[Malware]

Can someone please tell me what Live Support is for?
Really!! Every single time I go there someone tells me to e-mail support@hostnine.com
You know, that is really frustrating. Seriously!!!
I'm not mad.. I'm just frustrated that every time I need support I have to e-mail. What is it for then?
Is it a robot or something that answers the live support?

Just thought you guys should know about this.
An explanation would be good on why it's there if you can't solve anything through it.

Thanks

[Express]

I see your point.

I advise my customers

"Live Chat is great for quick questions but horrible for resolving problems. If you ever use chat support and you do not receive the answer you're looking for within minutes we advise you to open a support ticket for the quickest and most appropriate response."

Live Chat is mainly for quick questions, and is usually only available for level 1 technical support. There are many issues that require a higher technician to diagnose, or fix. That is one reason why our LiveChat operators may request a ticket by emailing support@hostnine.com

Another reason, is sometimes we require it as a company policy. Such as getting ModernBill and SiteBuilder setup. We could do this via Live Chat, but we need documentation (a ticket) to know which customer we set it up on.

Lastly, you posted this thread on February 10th. As of then, we had a two support agents that weren't able to live up to our standards, and no longer are employed by HostNine. Both of these employee's were employee's when you originally posted this thread.

[BuddahBoy]

True - I used live chat support and got alot out of it but some of the problems required next level assistance - was always very pleased with the efforts made before asking me to email support - - and that email was responded to within a few minutes each time too.

Originally Posted by BuddahBoy

email was responded to within a few minutes each time too.

Hosting.


It's what we do.

[bylamo]

Hey Anthony,

Your live support agents, would you know how many chats they handle at the same time? I wouldn't think it'll be that many. Reason for asking is because sometimes when I request a chat, an operator answers and I get the initial automated response. Welcome to HNine blabla bla.
And then nothing. Like there's no one on the other end. It's mostly just a quick fire question I need to ask but usually don't have that much time. But the operator picks up my request and does'nt answer for a while. migh want to look into that.
I'm also pretty impatient as well so I just end up closing the window cause the operator doesn't respond

Our live chat reps take up to 8-10 chats at once during the day but on average it's around 2-4 each.

[meltingcube]

Originally Posted by H9Ben

Our live chat reps take up to 8-10 chats at once during the day but on average it's around 2-4 each.

Hey, as long as most of them are pre-sales questions then it's all good

[gspark]

I've had rather poor responses in live chat, every single time they made me wait and wait and wait and wait, you ask a question and you wait and wait i've experienced faster chat elsewhere, the chat software they say it is but is it really ? I think when you chat with one person you focus on that person aka potential new customer or current customer.

Live Chat can be a huge help if its given the proper attention, that combined with the forums what a bag of gold chips

my $2.50 cents worth

[puravida]

I, too agree, that a chat operator should only handle2 or max. 3 at any given time. I signed up a few days ago and my initial contact was so slow answered in between, that I ask a couple of times "Somebody still home?" and finally called long distance from Costa Rica. Otherwise email response very satisfactory and overall satisfied, so far.