21 replies to this topic

[alan]

gsimerlink,

I've sent you the information privately. If anyone else wants it, let me know - but give me a chance to at least get an affiliate link for them (lol)

[BBCoach]

FWIW, I've had live chat on my primary site for the past 5 years. We put a banner on the product pages and on the contact us page (no where else). Our techs that are very knowledgeable about our products aided in making thousands of sales over the years. What we've found is that it is more convenient for most customers to use than picking up the phone (some still call of course). Many customers praise us for having that feature and they get a response NOW, versus using email. Not only that, but our techs can look at the page the customer's viewing and offer recommendations (up-sells/cross sells). Yes we have those items on the product pages as well, but it makes a difference when a tech recommends and gives them the "why" you want this product to use with this product. Also, the call-center managers have an account that a tech can transfer the discussion to them to handle any issues with an order or special shipping requests. It does make a huge difference to our bottom-line and conversion rates. At $50/seat per month it's well worth it. It's just another way to interact with customers and to build customer loyalty/trust.

[Ladybug]

Alan,
I am glad to hear that you have tried chat. I am experienced with chat because I do online chat and see many benefits as well as some inconveniences.

I also know it takes time to get it working and it looks like you have found a program you can try that is not so expensive.

Good luck and keep up the good work.

[thesitebox_guy]

Hi Alan

We have whoson chat program on our site and the chat window is only visible when we open our clients screen at our desktops, if we leave our desks we can select busy or away so the customer can leave a message.

On our client screen we can see who on the site at that moment in time, you can set the program to pop up a message if a customer has been on the site for x amount of time or just click on someone and offer to chat with them.

My findings are requesting the customer to chat with you is not a good idea they just leave the site 99 times out of 100 I don't think people like the idea of someone knowing what and where they are on the site.

We get very few chat requests the ones that we do normally lead to an order I do have a sales team sitting at desks answering telephone calls so to have the chat program running cost nothing other than the out lay for the software.

There is another plus to this program it has a analytics side to the program so we can check what been going.

Hope this is helpful

Ed

[alan]

Hi Ed,

I've found what you've found. I don't every initiate a chat. I feel the real value is that it gives the site more credibility. After all, if you walked into a store and there were no sales people or employees, you'd probably just walk out. So with the option to chat, atleast they can see that someone is minding the store.


Regards,
Alan

[chrishirst]

My findings are requesting the customer to chat with you is not a good idea they just leave the site 99 times out of 100 I don't think people like the idea of someone knowing what and where they are on the site.

I usually leave as well.

It's a bit like walking into Dixons / Curry's / Comet / PC World and getting accosted by every passing sales "assistant"


Then of course when (on the off chance) you want to ask them something ...

They are nowhere in sight!

[Scirish Guy]

Just please do not get the RIP OFF live support chat.

The ones with like robots (Well I think their robots, are just uneducated immigrants). I no longer use 'Live Chat' because of the stress I get from it. It's like talking to a cat. They just give you the same damn response. I swear they are robots because I have tried experiments with them and you have to word it perfect to get where your trying to get. Kind of hard to explain, but trust me, their freaking robots! I haven't researched them or anything, but I am sure they are auto response B.S.

Therefor with all my experience with these piece of 'live support' I no longer use them. I rather wait 5 minutes on the phone than to go through that Bullshit.

Thats my angry


P.S.

Best of luck with the "Online Support"

P.S.S.

I hope it doesn't look as cheesy as the rest of them. I have been scammed or almost scammed from the internet. A lot of the scammers use those "Online Support". It's like they all use the same picture with the happy man or woman with a little headset.

sorry, I am in a angry mood at the moment