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Support System & Live Chat Software

2:28 pm on Jan 20, 2014 (gmt 0)

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joined:May 11, 2012
posts: 227
votes: 3

Not sure if this is the best forum for me to post this on, so feel free to move it.

Anyway, I am looking for an all-in-one ticket support and live chat system to run more effective customer support.

Basically, my company sells custom products whose designs need to be approved by our customers.

Currently, our customer support staff answers chats and emails from leads but once a sale is made, our production department then sends the customer a ticket with a proof of our work to look over and approve.

The problem now is, I have no way of bringing all customer support angels together. If a customer on chat requests to have something done, my production department is unaware of that unless the agent communicates this with the designer or the customer reminds me that they asked for it. I want for all customer communication to basically go into one roof and for all departments of the company to access it.

A system that truly integrates chat and ticket support together. Of course, I need for the live chat to actually flash or make noise to indicate a chat. I say that, but a lot of these chat and ticket programs forget that aspect.

Oh well... the only other bit that makes mine pretty odd is that our production department wants to be able to submit tickets for customers but prevent customers or visitors from submitting tickets directly to production. Basically, you would have to be invited - as a customer - to communicate with production.

The system can be browser based (anysite.com/your-dashboard) or via software that installs on a PC. Throughout the years, I've liked the convenience of browser based support software but found software based like BoldChat to make more noise and flash to better alert support of new chats and new tickets or emails.

Been looking all over for something like this. Have PHP setting for self hosted software but I'm not against monthly. Any suggestions?
4:54 am on Jan 22, 2014 (gmt 0)

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WebmasterWorld Administrator bill is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month

joined:Oct 12, 2000
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I have no experience with this package other than as a support user, but it seems a lot of web hosting companies started using Kayako recently.
5:46 am on Jan 23, 2014 (gmt 0)

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joined:Jan 16, 2014
votes: 0

I remember using "Instant Service" in the past -- it sounds like what you're looking for, but it can be rather expensive
3:25 am on Feb 10, 2014 (gmt 0)

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joined:Feb 10, 2014
votes: 0

You can try Comm100 Live Chat. It's integrated with Comm100 Ticket, so you can track inquiries from multiple channels, including live chat. When there is a chat request, it will make a noise. It is available in three versions, including web, desktop and mobile apps, which keeps you connected with visitors anytime and anywhere.

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