Live Chat on Website

[helpmegrow]

Hi,
What do people think of live chat/support as a feature of a website? Has anyone implemented a solution they can recommend?

 

[Faevilangel]

livezilla, not personally used it on my site but did it for a client. It works well for certain people e.g. hosting companies.

 

[Jim2k]

We have usedonlinechatcenters.com for just under a year. We have had precisely no one contact us over it. So for live chat its not much good but for tracking visitors to the site, where they go and what they click on is worth it. I do like knowing a company is going to call before they do!

 

[InternetMarketingPlatinum]

There's a good one by Crafty Syntax but the most important thing would be to consistently man it between 9 and 5 for example.

 

[NetwiseHosting]

Hi there,

Several threads about this on the forums already if you get a moment to search, but as far as free options go we use LiveZilla and are exceedingly happy with the results.

As a hosting company we probably get around 15 live chat requests a week, some invited and some not but I truly believe it depends on the sector you are in for whether it is a help or hindrance.

All the best, Matthew

 

[helpmegrow]

Oh Ah ha, i've now searched and found the other threads. Thanks Matthew

 

[NetwiseHosting]

Oh Ah ha, i've now searched and found the other threads. Thanks Matthew

No worries, and i'm glad to be of help. If you need any further assistance then please do ask.

All the best, Matthew

 

[ServWise]

+1 for Livezilla here. We've been using it a long time now and it's never let us down. Next version will even have automatic text translation via google apparently.

 

[-Joe-]

LivePerson here. (don't have to man it!)

 

[Jeff Knows]

LiveZilla is great but it has it's limitations. For example it can only be ran on a Windows machine and your visitors can't be on an iOS device because everytime the keyboard pops up to type the page refreshes =/

I am currently developing my own system, something a bit more modern. Going to release it as it's own opensource project when it's done, but it's a while off yet.

 

[RemoteTechs]

Plus 1 here or livezilla, we have tested and run ours successfully on the iPad, although as Jeff knows mentions its not working on the iPhone, but not many people would even probably attempt to chat from the iPhone to notice in my opinion, I have certainly never had any of our customers ever mention it.
You can customize it nicely and can create canned responses which can be a big benefit. You can also push custom urls and co-browse as well, which again depending on your needs can be very helpful.
We were comfortably handling 30 chats an hour during a busy spell recently and had no issues.
Feel free to have look at ours running most of the time: Live chat if you want to have a play !!

 

[sidera]

you can embed Google Talk on your site as well

 

[WHUK]

Zopim is a good software too. However, the Admin area is something I didn't like about Zopim

 

[ADW]

I actually prefer Zopim to Livezilla. We have both active on different websites. If we spend quite a bit of time keeping an eye on when visitors come onto a site and then ask if they need help we can get a decent percentage take up the conversation.

 

[davidfy]

I'm planning on implementing a live chat facility on my new website, a product which I'm currently looking at is WebsiteChat.net, however I will now look at the others which have been mentioned here.

 

[attos]

I use MXIT. Messages come straight to my iphone when Im on the move

 

[dagaul101]

It works great for sites with considerable traffic like eBay, but for smaller sites, sometimes a phone number or email support service is more apt

 

[scothost]

Using livechat can have it draw backs, you need to ensure you can offer a consistently available service. Be clear when it will be available rather than just "if it says online".

Some live chat software allows you to completly hide the livechat icon when you are not online which is what I do, I feel it's better only to show your on livechat than the fact its offline.

 

[GotLiveChat]

Using livechat can have it draw backs, you need to ensure you can offer a consistently available service. Be clear when it will be available rather than just "if it says online".

Some live chat software allows you to completly hide the livechat icon when you are not online which is what I do, I feel it's better only to show your on livechat than the fact its offline.

Agreed scothost; e-commerce sites need to tailor their chat images to their customers. Some sites like having the chat option shown all the time, while others want it hidden. It's best to test both methods to see what works best for the web site visitors...

 

[stefanraj]

I think its one of the most important functionality,Its really help the user to solve their query directly.
User no need to contact the company they can directly chat and solve their issue.

 

[WHUK]

I think its one of the most important functionality,Its really help the user to solve their query directly.
User no need to contact the company they can directly chat and solve their issue.

Indeed! However, if it is not possible to stay Online during Business hours, the company should not add the Chat Software as it might leave bad impression on visitors and they wouldn't trust you.

 

[Vahur]

Zopim is very nice and easy to use.

 

[stefanraj]

I think its one of the best support which help the user to solve their query live.
Now a days many of the company are using this live chat facility.

 

[webhostuk]

Hello,

I will vote for Livezilla ..free and good to admin section to manage things.

 

[GotLiveChat]

Fortunately for shopping site owners there are many choices of live chat providers. Really depends on whether the owner wants to run the 'server' portion of the chat, or wants it hosted by another provider.
Whether to show an 'offline' image when support isn't available, or to hide it, is up to the site owner. In some cases owners show it because customers can leave trouble tickets/messages through it as well.