Gator Chat

[tobiaslw]

Hi, I just tried out that Gator Chat, and I have a few suggestions:

Maybe including a place to include your first post in the chat, and,

A Importance/Priority selection for the Support

On the negative side, Anything I typed didn't appear in the chat window. I am using Firefox Latest, and Vista Business, (maybe a bad config)

Just my two cents worth,

Tobias

[osirion]

While we're on the topic of gator chat; here's something you guys might want to look into:
'White label support'

Would be great if we could just put your (brandless) live chat on our web sites so that our clients could get support directly and think its from us (the resellers)!

[Adorkable]

Would be great if we could just put your (brandless) live chat on our web sites so that our clients could get support directly and think its from us (the resellers)

That would be great, but not very profitable for HostGator

A Importance/Priority selection for the Support

On the negative side, Anything I typed didn't appear in the chat window. I am using Firefox Latest, and Vista Business, (maybe a bad config

I think a priority option would be good for Support too... Serious problems should be given more priority.

I am using Vista Home Premium and Firefox 3.0 and it works

[gwyneth]

Originally Posted by osirion

Would be great if we could just put your (brandless) live chat on our web sites so that our clients could get support directly and think its from us (the resellers)!

I hate to sound cynical, but IMO that's just asking for unintended consequences.

As a reseller, do you really want HG to tell your customers something directly or to do anything without your knowledge? I think at best, the reseller might end up looking stupid.

I believe forum member ESL was going to (or is currently) offer a support solution designed for HG resellers that would provide a lot more control.

[slapshotw]

Originally Posted by Adorkable

I think a priority option would be good for Support too... Serious problems should be given more priority.

They used to have this. But they, and most hosts with it, found that pretty much everybody marks their problem as "emergency"-- no matter how serious it really is.

[Adorkable]

Originally Posted by slapshotw

They used to have this. But they, and most hosts with it, found that pretty much everybody marks their problem as "emergency"-- no matter how serious it really is.

Yeah, I was thinking about that...
But, with the Support Team's high response times, it still seems like a good idea.

If the claim is bogus, they can toss it to the bottom of the list.
Better than not knowing one of your dedicated customers has 10 websites down until they've lost money, time, and patience.

[esl]

Originally Posted by gwyneth

I believe forum member ESL was going to (or is currently) offer a support solution designed for HG resellers that would provide a lot more control.

Haha, I can't believe you remember that post! I still do that. I'm re-branding now to actually focus on services such as that.

Also, priority levels are pointless. People would mark High Priority if they forget their password.

[tobiaslw]

Yeah, but I just had about 10 hours downtime (500 Internal Server Error), and it was resolved as soon as my ticket was answered. So that 10 hours could be 1 hour or less, if I had marked it as an emergency, which I can't.

[esl]

I understand where you are coming from. Next time you experience extended downtime please inform phone support ASAP.

[tobiaslw]

I can understand how talking to someone would resolve the issue quicker, but I assume that it's the same staff who are on the phone support as the online chat. And all the online chat said was to wait for my ticket to be answered.

[gwyneth]

Originally Posted by esl

Haha, I can't believe you remember that post! I still do that. I'm re-branding now to actually focus on services such as that.

Hah! Ten years ago I probably could have remembered which category and month, and I didn't actually remember whether you were offering it via rebranded chat.

I did remember your excellent idea to offer "blind" fill-in support service so that resellers could go on vacation without clients feeling abandoned.

[slapshotw]

Originally Posted by gwyneth

I did remember your excellent idea to offer "blind" fill-in support service so that resellers could go on vacation without clients feeling abandoned.

Many reseller hosts offer this for free or an additional fee. Their clients seem to like it.

[tobiaslw]

This has gone way off topic, but I'm kind of interested in the:

"blind" fill-in support

What does it mean? (sorry for my noobishness)

[esl]

It means that I would offer support for your clients with no references to my business. It would by anonymous support basically.

[tobiaslw]

Hmm.. Sounds interesting... Wouldn't mind getting into something like that... Thanks,

Tobias