Quote:
Originally Posted by UH-Matt  It is not required because our team are on the livechat 24x7, but if they are already on a chat or busy it will forward you to a contact form. It is extremely busy due to primarily being a sales tool for pre-sales questions. If our guys are busy dealing with a complex ticket or already on a call then they would not turn there attention to a new call. |
I don't think that there is any question about those priorities. The question is whether the "Sales and support staff are online now" green thing on the front page could be made a more reliable indicator of the actual availability of someone to chat to. I was a little worried before I signed up when on a couple of occasions I clicked the green "ONLINE" now and got the "busy or unavailable" message. I would have been happier if I had not been "promised" an immediate chatting opportunity. If it is technically difficult to make the front page accurate (or to set up a queuing system?) then perhaps you should just change the wording to something weaker and not misleading -- "may be available now" or some such.
As far as I can tell, one of your main selling points is that you do not promise more than what you can deliver, be it in bandwith or support. And you live up to that in most areas. It seems unfortunate that a green "ONLINE" thing on the front page undermines it.