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Live Help On Website - Company And Customers
Posted 05 February 2004 - 02:02 PM
1) As a customer will you like a chat system on any site
2) As a website business will you support a Live Help on Your site.
These were the question, we were asking few days ago, we say many webmasters will like to taste it. We are trying to develop such a free system also but What is your opinion, both as a visitior and Site Owner.
Around 50% site ownwers are saying it is a must for e-commerce. This is a hot disucssion going towards the new era of websites.
Do participate in the poll, that we can analyse different dimensions. Please donot forget to write why part of your poll.
Posted 05 February 2004 - 02:07 PM
Some sites need it, others have no use for it.
The one thing- if you have live chat, you must man it for the bulk of business hours for your target market. It looks worse to have "live chat" that is never online- that's something to think about with international sites in particular.
I'm getting ready to add it to a real estate site- which I think is a perfect use. A potential buyer is looking at a house and wants more info, <bing> live chat and an agent can give them the info they need, suggest similar properties, and schedule a viewing.
Posted 05 February 2004 - 02:13 PM
I guess I'll have to look into this
Posted 05 February 2004 - 02:22 PM
I've used the live help before when speaking with a hosting company; I am willing to use it with a company I already have a relationship with. For the most part, however, I am more interested in reading "static" content and seeking information out myself if there is no prior relationship that mandates the chatting. This is why I'm searching online and not making a phone call.
A good example that drives me nuts is a particular site that offers co-located hosting. They are a well-known company and when I went to research their offerings, a chat immediately popped up. I asked my question and was told they didn't offer what I was looking for. If they had just let me look at more than the home page without popping up a chat, they wouldn't have had to waste the employee's time and bandwidth (or my time as the chatting response can be quite delayed). Every time I return (because that was just one project) I get the same chat window; it's very irritating and has really turned me off to the whole company and the whole "live chat."
IMHO, it should always be user-initiated and only utilized in situations where a live chat makes sense for the user. I would hate to see companies start to rely on that rather than quality content on their sites.
Posted 05 February 2004 - 02:26 PM
They provide Credit statu information on other companies, and often get requests in this way. Users can request a call back from a timed drop down menu, ranging from NOW to a specific day/date.
I have used an online help desk version of this live chat setup, and found it helpful, I was looking for a bit of software Kit, and there was a live help desk, I used it, they answered the concerns I had that were standing in the way of my buying it, so I then bought.
Posted 05 February 2004 - 02:48 PM
We ran a live chat thingee on a quite a few of our smaller sites at one time (economics of multiple sites using one support system) and frankly found it to be more of a pain than it was worth. Didn't see any appreciable increase in sales due to Live Chat and it was a drain on staff making sure at least a couple of people were manning it 24 hours per day.
For these lower dollar sites we found it much more advantageous to offer email support for questions. And get quite a few glowing reviews on the speed of our response since those are routed to the specific people who are available different times of the day.
But for sites with higher dollar commitments, or items which are more complex, we've found the Live support to be quite effective as a marketing tool. So in those cases it does make sense. Of course the gross profit per sale is much higher on these sites, so the expense side of things isn't such a drain.
Posted 06 February 2004 - 02:29 PM
What if someone help you by outsourcing???????
Posted 06 February 2004 - 02:44 PM
Posted 07 February 2004 - 12:30 PM
A possible solution Aji. The only problem being that then I'd have to train whoever I outsourced to. And still they'd never have as much autonomy to solve some support requests or enough knowledge of our sites to influence sales potential as our internal people do. Basic stuff, yeah that they could handle. But I'm not about to turn the keys to the company over to someone I don't know. So there would always be many things that would have to be funneled through staff.
What if someone help you by outsourcing???????
For my own sites it's just not cost effective. Plus, we typically respond to email requests so quickly that it's the next best thing to live support. It really freaks people out when they send through a request at 4am and get an answer at 4:10am because I happen to be getting an early start on the day.
The difference being one of Customer Expectations. They expect Live support to be there all the time, 24/7. People have apparently become conditioned to expect email support will take anywhere from six hours to two days. So even though ours isn't "Live", we get a lot of compliments --and customers-- based largely upon the speed of our email support responses. Only because we're exceeding Customer Expectations.
That said, if I were selling something that had a high dollar price point or was highly technical, I'd probably have some sort of Live Help available. That's a different animal IMO.
Posted 09 February 2004 - 12:44 PM
Posted 10 February 2004 - 06:49 PM
If it's a script that folks can install on their own server, I'd definitely put it out there on the various Script Download sites where it would be a good fit.
Beyond that, there are literally millions of sites out there that would love to have such a tool at their disposal, especially if it's free. I can't think of any personal sites that it wouldn't be a good fit for. Or sites that don't really sell anything, but like to get feedback. Or e-comm sites that would benefit from that type of customer interaction. Or even e-comm sites that serviced a local, regional or national area.
It's a valuable tool, so you shouldn't be discouraged by any stretch of the imagination by anything said here. Hope you didn't get that impression from me. I just like playing Devil's Advocate every now and then.
Posted 14 February 2004 - 01:22 AM
Its just not a live help, there are few more concept which we are introducing,
1) if offline, the visitors can view either FAQs or can leave a message for the specific department. The best part is , its the same icon.
2) personalizion can be delivered even being offline.
And we are trying to make it as simple as possible, any suggestion will be highly appreciated, we are offering out source services as well to help the needed. We will make the website a much better place to visit. This one is just the first free product, we will like to continue with many other useful free services.
Enjoy the world with better free services
Posted 16 February 2004 - 04:38 AM
IMHO, chat is not that efficient, i usually waste lot to time answering to questions irrevelant to my business to my EXISTING clients.(in msn and yahoo)
Posted 16 February 2004 - 07:42 AM
The example may be weird but there are other facilities, like FAQ, trouble tickets, Email to specific department and all these under the same icon(live Help).
Some of the companies are really happy with these system, and we are upgrading the system and making it more simpler. Sometimes you need to taste the food before saying whether it is tasty or not. Around 43% of the customers like to get their queries answered in lesser time through a live chat.
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