Is that adding live chat on website good or not for online customer service

Profile: JefferBeck
Live Chat
online customer support
I am thinking about to integrate live chat on my website to provide online customer support, but still not sure it is secure or not for website. If anyone try it before then please share your experience with me.

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  • Ben Rubenstein
    I'm not sure from a security standpoint (though I would guess that's a priority for vendors), but I think you also want to think about the experience for both customers and for your own staff. Are users of the site asking for that kind of real-time service? Would it be intrusive to them? Is your staff prepared to respond in real-time? Some testing is necessary before jumping in all the way. 
    11,260 pointsBadges:
  • paulaaron
    This is the best option for providing online customer support on website. IT is a cost effective and time saving process. For the security point of view I would like to refer you eAssistance Pro live chat software It is integrated with 256-bit SSL encryption.
    10 pointsBadges:
  • ncberns
    We've tried it, with some success. It's gentle on our resources and clients seem to like the access. Yes, our clients could always pick up the phone, but that's become a step too far for some.

    And, truth be told, most questions are easy to answer online. "Where can I find...?" "How do I get...?"

    We always provide the option for a direct conversation. We also follow up with a call (or email as appropriate), to be sure the clients have the information they need. Obviously, it's important (for us) to convert from inquiry to an ongoing project.
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  • abuell
    I can't give you advice from a security perspective, but I wanted to chime in from a user's perspective. I do like having the convenience of having an option to contact support through a chat session.  However, in my experience, the chat staff has only been enabled to answer simple tier-1 questions. In most cases they are unable to troubleshoot difficult issues and are only able to answer the same types of questions that you would typically find on a FAQ page. For anything else, they refer you to phone support. So in that sense, I have not found chat support useful.
    9,460 pointsBadges:

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