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  • Better support on live chat

    Hello I love the live support, however recently I had to wait quite long in order to get someone. Is there a way of increasing the staff depending on the customer volume ?? So that we wait only a few minutes tops. Last I waited over 12 minutes for an operator... It drove me nuts.

  • #2
    Originally posted by webking View Post
    Hello I love the live support, however recently I had to wait quite long in order to get someone. Is there a way of increasing the staff depending on the customer volume ?? So that we wait only a few minutes tops. Last I waited over 12 minutes for an operator... It drove me nuts.
    Hi,

    This incident has been noted down & forwarded to the WHUK management, we'd be filling in more staff soon to overcome such situations at peak periods.

    Thank you very much for your input in betterment of our customer care services in our web hosting business.
    Kind regards,
    Jack Daniel.

    Cloud Hosting || Managed Dedicated Server || Webhosting UK Knowledgebase

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    • #3
      Tonight i had a very unsatisfactory 'chat'. I got no response quite a few times after asking questions and when i queried if anyone was there i got a reply straight away saying yes so he obviously was not busy but just couldn't (or wouldn't) answer the questions.

      I gave up in the end and turned to a tech forum i belong to who found out there was a issue with my hoster which live chat had denied !!

      it has been sorted now but no thanks to 'live chat'

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      • #4
        Hi Cassie,

        It might be possible that the chat operator had too many chats and issues at the same time and was looking after all those chats and issues at the same time and hence did not get enough time to answer all the questions you had or was waiting for the right time to answer all your questions. Sometimes, there is too much load on the live chat operator due to which he/she tries his/her best to answer the questions but is unable to answer the questions immediately, however, this has been noted by the WHUK team and proper actions will be taken asap.

        Thank you for your co-operation and understanding
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        • #5
          The last few days when I've needed to speak to someone in the linux technical support dept. I've had to wait a while sometimes, twice I even gave up waiting and just quit.

          I'm speaking to someone now for technical support, and after explaining my problem, he said "ok allow me some time I am looking into this", ten mins later he asked for my account domain name. I gave it him, another five minutes later, hes just asked for my account email address. Another five minutes later, hes just confirmed to me what I wanted him to do and dont it. It took 30 minutes for him to add a dns record for one of my domains, not a hard thing too do.

          This is my third year with Web Hosting UK, and always having great wonderful support using live chat is what I love about you guys, its pretty much one of the main reasons I've chosen to remain hosted with you. But as I said above, I've found that the support over live chat has been slacking recently.
          - Jake Orrall

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          • #6
            If customer is in problem and need your support, ask him to come online. Online chat is the best way to guide your customer, in this way you can easily convey your techniques and treatment.

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            • #7
              Originally posted by anne.lee View Post
              If customer is in problem and need your support, ask him to come online. Online chat is the best way to guide your customer, in this way you can easily convey your techniques and treatment.
              This the reason we at WHUK offer 24x7 uninterrupted support via live chat. Live chat is the best way to get instant support. However, we also offer 24x7 uninterrupted support via Phone support and Helpdesk (Emails). Therefore, customers can get support by all the three means of communication
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              • #8
                Generally speaking I've normally got through to Live Chat fairly quickly - and even if if I've had to wait 5 minutes or so for a reply (i guess it must depend on what has happened at the time) then it's been easier than waiting several hours for email ticket support which can be even more frustrating (By the way - why does no one ever reply to support tickets on your WHMCS billing software just out of curiosity?)

                I score Live Chat 90% to 95% in the ability to answer on time, and get the problem solved. Friendliness 100% and overall a very high 97% and I don't even work for these guys so Live Chat
                Web Design Services

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                • #9
                  Live chat is a bit like the curates egg, good in parts, but lately I have been unable to find the good parts. I was transferred to several different support agents. I am amazed that when I was asked to get a screen dump as proof and did so the situation was still not resolved and at last I resorted to email support. Unfortunately reading is not the strong point in chat OR they have too many issues and insufficent chat agents.

                  This actually led me to lose a long standing client with financial loss of many times the cost of my VPS - Eventually I found the solution to the issue - on the apache side (which I do not have access to) and had to point tech support at the forum post on Perlmonks (now they are clever lads!)

                  Finally I contacted billing - by chat for compensation re uptime (sorry downtime and mucking about) and was asked to email billing direct. I was told they would deal with it and was assured that I wouldn't get the run around. Billing sent all the emails to support !!!!!!!!!

                  As of today, I am still waiting a response - and believe me even a free 12 months wouldn't cover my losses chaps. Please choose some smart people for support and provide enough smart staff to man it.

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                  • #10
                    I can not vouch for having someone lose a client, but I do hope that most people worldwide for all live chats understand that staff can sometimes be under staffed at times, or there could be another issue.

                    I know once I ended up having to book a ticket and was in live chat with my travel agent company (not hosting wise of course, but same type of issue could happen), poof, massive storm out of no where that took out all power in their building, and oddly the chat stayed connected on my end, so I was talking to myself for a good 15 minutes before I gave up.

                    Just saying, anything is possible and any good company will try to fix the issue, so maybe give them some time to do so before you say something isnt going to help when it just might.

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                    • #11
                      Originally posted by webking View Post
                      Hello I love the live support, however recently I had to wait quite long in order to get someone. Is there a way of increasing the staff depending on the customer volume ?? So that we wait only a few minutes tops. Last I waited over 12 minutes for an operator... It drove me nuts.
                      This has been my experience as well. The pauses between exchanges are so long I think the op has gone outside for a cigarette break.

                      Tech support has gone down the pan.

                      DrT
                      Amateurs built the Ark, but professionals built the Titanic.

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                      • #12
                        Originally posted by DrTeeth View Post
                        This has been my experience as well. The pauses between exchanges are so long I think the op has gone outside for a cigarette break.

                        Tech support has gone down the pan.

                        DrT
                        Please check http://www.webhosting.uk.com/forums/...html#post37396.
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