Live Chat for Sales and Support and Automated help priority system

[willph]

Not sure if this has been suggested yet, however a live chat system I think would be beneficial for Sales / Support.  
I think the cost of running this would be relatively low compared to telephone sales/support.  As one rep can still manage multiple issues at any one given time.  Much how private message / email works now.

This would give an avenue for those that "need help now".  

Which ties into my second suggestion with an automated help prioritizing system.

IE: User chooses "Get Help"
And after certrain troubleshooting, depending on what is selected, they can be prioritized in the live chat.  Customers who have their accts needing re-activating, or something completly not working would prioritize higher than say a customer wishing to add an add-on or has a simple question (which maybe they should be directed to community forum).  

Thoughts?
-William

[Rockdaddy22]

I wouldn't mind something like this. I just think PM is committed to the current model.

[willph]

I get it from a biz perspective.  The current model works because it is low cost, and easy to manage.  Introducing a Live chat system would induce cost:

1. licensing cost as I doubt they will write their own live chat system.  

2. More employees to man the live chat, however I imagine that more ppl will be added as PM customer base grows.

However, I think it would give a valuable addition to PM.  I see a lot of negative frustrations lately and I think that this may help alleviate some of the misunderstanding or frustrations that some ppl have.

[Rockdaddy22]

When you say lately, when do you mean exactly? It was a terrible mess during the promo. Everything seems fine now. In my opinion they need to concentrate on bugs that create a need to contact a mod in the first place.

[will13am]

If Public Mobile had the resources to consider something like live chat, it would be better to devote the resources to fixing all the known bugs in the system.  It seems like system errors are the main contributor to problems.  If so, fixing the root cause is more efficient than a system to better help people when they have a problem.  It's prevention vs cure.

[willph]

@Rockdaddy22 - you are correct.  However still a lot of ppl moaning.  Would like to see less of it.

@will13am - fair point.  I still think there is value in it.  But yes, bug fixes would be ideal.  However this wasn't a .....need this now.  More a nice to have suggestion.