2 ms·
We really don't anymore. When we started and had just 3 employees and < 250 customers, we had someone on an AIM account during business hours. Customers liked i
by callmeed 17y ago
We really don't anymore. When we started and had just 3 employees and < 250 customers, we had someone on an AIM account during business hours. Customers liked it but it just didn't scale well for us. We're now at 8 employees and 5000+ customers.
Most support is now dome through our ticket system. Our support team replies usually within 30 mins during sane hours. We get raves about our fast CS replies so I think dropping chat/IM support has actually helped us.
Asynchronous support just scales better IMO.
- noodle 17y agoi agree. the only unique thing that live chat will give you is the immediate 1:1, human-to-human, non-scripted ability to answer questions intelligently and close sales. that is a huge timesink that you won't be able to keep up with forever, which will probably mean that you'll either need to scrap it, or outsource/script it. and either option moves away from the original intent, so why not start with a system that scales and just use whatever generic live chat option you want until you end up having to scrap it?