Last week I wrote about a MobileMe killer in the form of Google Sync for iPhone.
The rep was able to quickly reference the transcript and start solving my problem immediately.
He generated a new registration key (which got me another FULL year subscription!!)
and helped work out another problem I was having.
He was extremely helpful and responsive.
As a result of this very positive experience, I started thinking about the future of online chat support.
I expect to see a lot more companies adding online chat as an alternate form of support.
Live chat support has become more prevalent over the past years.
Another huge benefit of online chat is that it eliminates a lot of the problems with overseas support centers.
Another benefit of online chat is the ability to have text-based logging and transcripts of every incident.
Having a text version of the transcript is significantly better than a recorded version for obvious reasons.
It saves tons of storage space and allows quick text searches of these transcripts.
First off, it’s cheaper.
They save money on their phone bills and support representatives are capable of helping more people at once.
Some companies have decided to move their free support to be entirely online chat.
