Would anyone have any thoughts on a customer service messaging system?
I was looking to put a ShoutBox on my retail site for visitors could post questions or comments. To me, a ShoutBox is half between a live chat rep and a message board. I don't need a message board 'cause there is only one topic; customer service. I can't do live service 'cause I'm not always at the computer.
But I'm seeing that ShoutBoxes are really geared more for instant messaging or chat system, and communication amongst a group. Not to mention, the reliable ones don't offer admin notifications when a message is posted ('cause they're just not geared for that).
I'm looking to be notified when a message is posted via e-mail, text, or IM, so if I'm away from my computer, I know to reply when I get back to a computer, or I can reply via the web on my phone. Its also good to know what's been posted in case its spam, so I can delete it asap.
It'd also be good to have the history, so other visitors can see what's been asked, answered, or commented on.
So it would seem a public messaging system just short of a message board is really what I'm looking for, but not sure if this is a current concept, and if so, what it would be called in the internet world. And having it hosted would be great too, for a small sum per month like with some ShoutBoxes, so they would host the app and I don't have to worry about the security on my site (one less thing to worry about).
The current ShoutBox on my customer service page is near perfect. It is only missing the notification part. I found another one that is just as nice, and they don't offer that either. Other ShoutBoxes I found that did support notifications either weren't reliable, server-wise, or their systems suffered in some other way.
Oh, and ShoutBoxes offer spam protection and a host of other security features, which is another reason they would be a really, really nice solution.
Any thoughts? Need more elaboration?