Live Support for adult paysites?

[xenigo]

I see software packages out giving website owners the ability to chat with their clients, and hold their hand through the buying process... offering upsells, cross sells, etc. I talked to one of their support people, and he said he'd get rid of their phone system before they took out the live support on the website.

But do you think such a feature would help adult paysite sales?

[CoreAdult-Dee]

Having done a great deal of chat support, in my opinion it does not really help with sales. Most people do not use the chat system for joining the site, the number one reason they use it in my experience was help in cancelling and the number two reason was problems with passwords etc.

I think overall perhaps 3% of people (in my own personal experience) had questions to do with joining the website.

It is very good though for helping to KEEP people a member. If they are having problems entering the site and you are there to walk them through it they may not cancel and/or chargeback out of frustration.

eMail and phone seem to be the most popular methods with customers contacting websites though. The number of people who use the chat compared to email and phone is a small percentage.