Is anyone using live chat support?

Started by royster13, Jan 10 2010 06:03 PM

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#1 royster13

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Posted 10 January 2010 - 06:03 PM

I have been looking into live chat support.....Does anyone here use it?....Any services that are good or bad?.....Does it work?....

Royce C Schmidt MK
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#2 Schlep

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Posted 10 January 2010 - 06:48 PM

I used it but found it was more of a pain to keep signing in and out everytime I was not available. Worked great though.

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#3 tmertz

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Posted 11 January 2010 - 07:45 AM

Key things about live chat.

Most Distributors I have talked to indicate they can increase sales using live chat.

A key thing about live chat is that you can chat with multiple visitors to your site at the same time vs. only being able to handle one via phone at a time.

Another key feature of live chat is that you can include a link to a page so that you can direct customers to specific areas of your site that they might not get to on their own.

Initiate the live chat to ask "if you can be of assistance" after someone has been on your site a few minutes. You will get more response if you ask if you can provide assistance than if you wait on people to ask for assistance.

LivePerson is a good solution. It allows you to see the pages your customers are viewing.

Also make sure any web catalog solution that you use allows you to see "partial orders" that have been started but not completed. This allows you to contact these shoppers that maybe did not complete the sale.

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#4 pweisberg

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Posted 11 January 2010 - 08:35 PM

So how easy is it to setup "live chat" software? Any link to review? The last posts on the subject seem to go back a few years ..so who knows the latest?

#5 Chris Miller

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Posted 11 January 2010 - 10:47 PM

Live support is easy to setup, but if you bring in any decent traffic at all, you might find it frustrating. If you think direct mail and email marketing are poor performers, try initiating chat with 200-300 visitors a day. You'll be pulling your hair out.

We disabled ours. It made for a great traffic monitoring tool, but not much else. I'd rather spend my time on other things.