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Last updated on July 5th, 2024 at 10:58 am
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I don’t know about you but I love using live chat options for support help. It saves me time on having to call tech support. It’s also great because I can use it when I have questions as well.
But at times it can be a bit chore or you may not get the support you need.
The good
Live chat is a great feature for many sites or companies to have. It can be helpful for users who have a quick question and don’t want to contact the 1-800 number.
It’s also useful for simple pre-sales questions.
If you do need to contact support staff you may get all your issues resolved quickly and easily. Other times it may take a bit longer if the issue is more complicated.
The bad
Some live chat options may only be available during business hours (9 am to 5 pm).
Some may have response time delays. I noticed this to be true if the support staff is based outside of the U.S.
Again if the support agent is outside of the U.S. at times there may be a language barrier as well.
Some sites may also have support agents trying to sell you additional services as well. I’ve found this to be true when dealing with my current website hosting provider.
One of the biggest bad’s I can think of is when tech support tries to help you solve a problem and makes it worse. I’ve had that happen.
The confused
I’ve noticed many sites are now using chatbots or A.I. bots to help direct you to the right information. The worst part is if it doesn’t understand the question it may repeat itself.
If you rephrase the question you may have the proper help. But if you need to contact a live support agent you might have to pose your question again.
The worse part is that you can’t directly skip to a support agent.
Some support agents may not be the right ones to help you either. I recently contacted AT&T to ask about a discount service and the agent I was connected to was from the billing department. They had no idea what I was talking about.
Share your thoughts on live chat features. Do you love it? Hate it? Or don’t see a point to it?
