Well, I have resisted to the end! I have made up every excuse in the book to not implement live chat, but I have finally broken down and “mostly” implemented it. It should be 100% by the next Friday or sooner (Before July 7th 2006) . We will have sales chat, support chat, and when they are available “escalated level 2 and level 3” chat support.
Why have I dragged my feet on live chat? We actually had it implemented the 1st day that Bluehost launched, but I quickly turned it off because it seemed to only have limited benefits and took three times longer to answer the question than just helping the customer over the phone.
Things have changed in the industry in the last 2-3 years. Live chat is expected in this industry, and we do have many thousands of international customers that don’t have the benefit of our toll free customer support. So, I guess I am saying that I was wrong to not have it up until this point. I will send out a site wide email later this week when it is all ready and the sales and support teams are trained on the system.
Now, we think of ourselves as a cutting edge hosting company so we will be “trying” to implement a Skype system into our phone system. IF (And this is a big IF) we can make it work then we will have Skype support for worldwide use in a month or two. I know this would help many customers worldwide that simply can’t afford to call us from their home country. We will even try and implement a “CLICK TO CALL” button that will automatically call us from your PC.
PLEASE remember this is a blog and everything I say here isn’t set in stone, but I do want you to know what we are working on in the future for our customers. Thanks again for all of you that keep us in business. My 6 and 8 year old wish to thank you for letting Dad (Me) leave for a week to take them to Alaska fishing. Yes, we did catch a lot of fish, and No you can’t have any
Matt Heaton / President Bluehost.com