Live help

Hi everybody,
Now i have added live customer help/chat into my site. has anybody used this and have they had much success increasing revenue ? Or things they would like to share possible problems ect.

kind regards

We use Who's On on some sites and it seems to fair better. It seems more and more people are afraid to email because of the potential for future emails and then calling a toll-free number can possibly give a company more than just your phone number.

It helps to keep the visitor still anonymous some while at least give you some referring information and where the user it

My company used it for a while and a lot of customers used it. After a while it became a lot of work and I decided to cut it. For my upcoming site redesign I am trying to make a self service Web site. I want to cut out as much customer service work as I can.

people might not call as much which will reduce your call load. this is good since calls can take 15 to 40mins or so, even if it could be addressed in 1 to 5 mins by email. however, it will reduce people using the email support. why email if you think you can get live help? so more customers will want install responses since it says "live chat". they might not understand why the chat response is slow, even if you have 20 or 30 people behind the cat service trying to help users. If everyone is busy helping live chat they cant get to calls as easily. also, if your chat crew is busy with other clients or away then it can appear odd to have a busy sign, no response, or "live chat not avilable" during normal hours.

....but it is a popular request for a support option. so if you can staff it, then it is great, but if you see the deman to high or you are not able to staff it all day then you might want to remove it. it is worth a try though. Let us know how it works for your site.

Thank you everybody.
Its been two weeks and not much in demand. Actually I have not received any enquiries at all :eek: while Email enquiries are still coming in constantly. I have tested on a different computer and it seems to be working.A bit baffled at the moment but will see in coming weeks how it goes.

Regards

Hello,
It seems like a nice feature. I just went to the site and tried the live chat...(i was test with [email protected]) and within 5 seconds or some I had someone activate the chat from your staff. It is a much nicer feature for the live chat then I have seen on other sites.

So....it does seem to be working just fine on your site. If it is new it could also be that some of your users are "regulars" and they might just not have noticed the new addition to the site and are just use to contacting you by email. I would just give it more time to see how it goes.

Thank you opensourceforce. :)
Yes I think it would be wiser to give a little more time and see how it goes.

Hello Group.
I thought I will give you an update on how the live support is going. I haven't got many inquiries on a daily basis but I have a 100 percent success rate with the customers who used the live service. So thats a positive sign. I still get many emails from visitors and 50 percent of them bought something from my online shop.

Kind Regards

Live chat is a good and instantaneous way to get connected to the visitors and make sales. but mate I am not assured of the secure exchanges inbetween ..what features do the script have to make sure a secure data transfer over internet. Or if not then is there any way to integrate softwares like Webex or Gomeetnow to integrate within to enhance users experience!

The problem with a regular online technical/sales support solution is that you have to dedicate representatives to permanently (at least during business hours) be in front of a computer.

There is a new solution called Clavardon that unlike regular "live chat" solutions allows visitors to coBrowse and interact between each other in addition to contacting sales rep., exactly as they would to in a real shop.

Off course, this is our product so what I'm saying is not quite objective but try it, you'll see by yourself.

sosign I did read some positive reviews about it elsewhere...but didn't you have any plan to integrate video solutions in it to make it looks more interactive..

Most important factor for running a successful live chat is that you are available at least during office hours. Better 24/7.

My personal experience with live chats is that I often either have to "leave a message" or wait five+ minutes to get an operator. I can imagine that most prospects will give up earlier and keep a bad taste about service quality.