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We had live chat, we removed it and retention never changed. We did however notice a decrease in the amount of bs support requests..
Currently we have wrote scripts to assist us even more, help when real members type in wrong passwords, redirect users to correct sites, and a solid ticket system. We spent our time correcting problems and making things easier to use. Our support complaints/issues dropped by 95%.. Now we get 2-10 emails a week, mostly just people asking questions and a few cancel requests, maybe one with access problems.
You don't need live chat or phone support, you only need to fix the areas members have common problems with. Starting with your login systems.
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