Say Hello to our new chat

chat-banner2

Over the last 12 months, we have been working hard on new in-house developed chat software. The aim was to implement a series of improvements that would make the customer experience better and the work of our customer care departments even more efficient. Now I am very happy to announce that the new chat has been launched and we are already enjoying all the great improvements it introduced.

Pretty and Personal

Well, yes, we put quite an effort in the design in order to make the chat easier and more pleasing to our clients. We also made it very personal, so that you feel at first sight that you are chatting with a friend who cares. And in order to get to know our operators and learn more about them, we made their personal profiles more visible. With just a single click, you could check the profile of the operator you are chatting with, learn more about their interests and their work experience at SiteGround.

Mobile-friendly

Of course we also made this fancy interface compatible with mobile devices, so our customers could come to chat with us using their mobile devices without the annoying scroll.

Faster Connection

We wanted a faster chat connection. Now you get connected twice as fast to an available operator compared to the old chat software. One of the reasons for this fast connection is the usage of Extensible Messaging and Presence Protocol (XMPP) protocol, which makes the exchange of messages and presence information nearly instantaneous.

Integrated Tools to help the operator

Now, even the admin back end is more user-friendly, with lots of tools inbuilt in order to speed up the actions of the operator when diagnosing a problem for the client. The operator sees if the server of the client is down and the internal notices reporting the event and the reasons for it. The operator can perform client-side checks for site and email service and automatically forward that report to a higher-end technical support on behalf of the client.

More efficient chat distribution system

We have a new system for distributing chats among operators, considering their skill level and number of active chats at the moment. Thus we achieve more efficient resource allocation, better quality of chats and faster servicing of the client.

It seems our customers are already enjoying the changes made! In the last month since we started using the new software, we received double the number of excellent ratings compared to the previous month. We've also received some feedback emails from our customers, expressing how great our new chat is. Thanks to all of you for sharing your feedback with us!

Sales Manager

Sneji acts as the string between customers and SiteGround’s production department, making sure that the lines of communication remain open. Implemented feedback loops allow her to capture feedback to improve customer care and ensure that quality and service exceed customer expectations.

29 Comments

  1. Reply December 10, 2014 / 18:27 gregSiteGround Team

    new chat??
    WHere's the link - how do I get to it??

    • Reply December 11, 2014 / 03:00 HristoSiteGround Team

      You can access the live chat through the link in the top menu of our site 🙂

      • October 27, 2017 / 20:15 Shervelle MarquinaSiteGround Team

        The chat link is not visible from the site if you are logged in. The chat button disappears.

      • October 31, 2017 / 01:19 Hristo PandjarovSiteGround Team

        Check out the Support section of your User Area 🙂

  2. Reply December 10, 2014 / 23:01 Clare FleishmanSiteGround Team

    Hi,
    I have connected with Ivan regarding my site's security being compromised by spambots. I wrote that I would take care of it. He replied that I now had access. However I can't get past the first page--error page shows.
    can you help?
    Best, Clare Fleishman

    • Reply December 11, 2014 / 03:00 HristoSiteGround Team

      Please open a ticket in your Help Desk system, my colleagues from the Support team will help you that.

  3. Reply December 11, 2014 / 04:33 Jean E of ThinkShopSiteGround Team

    Congrats on the faster answering time in your chat system. Excellent - though I miss the little unfolding heart which was neat to watch instead of a static image-!

    BUT a query/complaint: has Siteground changed ownership or something? Because when I submitted an urgent "Install Backup- Site Down" ticket the other day (as a paying Premium backup customer), it took more than FORTY MINUTES for the tecchies to do this (and also several frantic calls from me). It used to take them less than 5 minutes... so what has changed?

    • Reply December 16, 2014 / 05:14 MarinaSiteGround Team

      Hello Jean, thank you for the feedback.I was able to identify a ticket posted on Dec 10th for a paid service with the subject: Backup Restore - Full account. These tickets are handled by our technical supervisors in order to ensure the best quality of their execution, and thus might require more time.
      Please note the tickets that are handled with highest priority are from the Site Down category. So if your website is down and you need immediate reaction, please make sure to post a ticket there. Such requests are handles in 7 minutes on average and this hasn't changed since last year.

  4. Reply December 12, 2014 / 10:28 Mohsin KarimSiteGround Team

    Siteground has the best customer service I have ever come across, I have hosted websites on many other providers however siteground is my all time favourite and now with this new chat it just got better.

    Thank you for all the good work

  5. Reply December 16, 2014 / 08:32 ronSiteGround Team

    i want to migrtate this site to siteground and i am not sure what my options are
    studioanichinisas.it

    • Reply December 17, 2014 / 02:23 HristoSiteGround Team

      I would advise you to take a look at our Joomla hosting page: http://www.siteground.com/joomla-hosting.htm and choose the plan that will suit your needes. If you have questions about which one will be most suitable for you, please contact us via the live chat 🙂

  6. Reply December 29, 2014 / 17:01 Joseph MillerSiteGround Team

    The new chat looks great! One minor feedback item:

    When the chat finishes, it goes to a screen that lets you rate the chat (five star scale) or to email a copy of the chat to yourself. If you rate the chat, the screen changes and you no longer have the chance to email the chat to yourself. It would be nice if there was a way to do both, like if I could click rate and it would send my rating but then stay on the same screen so I can click the button to email the chat to myself.

    • Reply December 30, 2014 / 15:29 HristoSiteGround Team

      Thanks for the feedback! I will forward it to the project manager of the chat system!

  7. Reply January 2, 2015 / 19:20 MikeSiteGround Team

    This is awesome, truly. I just switched everything over with GoDaddy and the support offered here is just uncanny and incomparable.

    I even just got a call from someone WELCOMING me to Sitegournd... say WAAAAAT? Good stuff SG!

  8. Reply January 5, 2015 / 10:35 reza abdolahiSiteGround Team

    Hi Dear
    I would like to transfer my web site hosting to you ,is it possible?
    and how can I pay you because I don't have any credit cards

    • Reply January 6, 2015 / 01:26 HristoSiteGround Team

      Hey, please contact our Sales team via the live chat link on the top of our site. Muy colleagues will happily assist you further 🙂

  9. Reply January 7, 2015 / 15:21 Cherie AanonsenSiteGround Team

    I need to speak to someone about billing or renewal fees. I have the go big plan and it says it includes ssl certificate and yet I have been being charged for that all along. Also it says it is 7.95 a month and yet my renewal amount shows around 10.50 a month?

    • Reply January 7, 2015 / 15:27 Cherie AanonsenSiteGround Team

      found the correct department

      • January 8, 2015 / 02:14 HristoSiteGround Team

        Awesome 🙂

  10. Reply January 9, 2015 / 10:49 Val HudginsSiteGround Team

    It would be nice if we could access your new live chat from inside the User's Area. I have to log out to get to it. Maybe that's necessary?

    • Reply January 12, 2015 / 03:08 HristoSiteGround Team

      You can do it, just click on the Support tab and you will find a link in the right column 🙂

  11. Reply January 10, 2015 / 20:17 GenealcolSiteGround Team

    Thanks to your chat team, they help Us faster and very, very professionals
    01-10-2015

  12. Reply February 12, 2015 / 01:34 JosephSiteGround Team

    Hi Snejina,

    The chat interface is really cool, but I can't hear the notification sound even though I don't have any problem with my audio system on my desktop.

    For ticket, I really wish you guys include the replied message in the notification email. Currently, there is email notification saying that "Your ticket for xxx.com has been updated". But to read the message, we have to login and browse to the support tab.

    Cheers!
    Joseph

    • Reply February 13, 2015 / 06:34 HristoSiteGround Team

      Hey Hoseph,

      Thanks for the feedback. I will pass on your comments about the sound to the project manager of that system, hopefully they'll find what's wrong with the notification sound.

      As to your other question, we don't send the ticket content because it often contains sensible information like passwords, keys, etc. and we really don't wand to send that type of information over email.

  13. Reply April 29, 2015 / 03:03 mercySiteGround Team

    Live Chat for Small Business, one user can take multiple chats at once to save internal resource, and Live Chat is useful for Improve Conversion, Improve Customer Service.

  14. Reply September 16, 2016 / 08:58 Alicia LewisSiteGround Team

    I was just on a chat with Ivan.Z and lost the chat box, tried to login again but it says I am still on a live chat so can't start a new chat. How the heck do i find the chat box i just lost?! or do I sign out and in again?

    • Reply September 16, 2016 / 09:09 Angelina MichevaSiteGround Team

      Alicia,
      We are sorry for the disrupted conversation. It will be best to sign out of your current conversation and open a new one. If Ivan Z. is available our reps will transfer the conversation to him as he will already be familiar with your case.

      • September 16, 2016 / 09:17 Alicia LewisSiteGround Team

        Thanks Angelina, much appreciated

  15. Reply June 4, 2017 / 07:45 joyceSiteGround Team

    nice

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