Go Live to Boost Your Bottom Line
Where many companies make their mistake in implementing live online chat, according to Robinson, is that they don’t look for a live chat solution that fits their needs, and end up with a solution that is much less than it needs, or much more than it can afford. It may also fail to adequately synchronize live chat with their regular customer service staff. You don’t have to buy the entire package at once, he says. Many live chat providers will sell the software and support services separately, allowing you to buy only what you need.
When shopping for an online chat solution, Robinson suggests a two-pronged approach: First, do your preliminary homework. Once you’ve made a short list of companies offering live chat services and software, check out the Web sites of their clients. Is the live chat feature a helpful time saver? Can it be adapted to fit your product or service? Second, when you call the chat provider, ask lots of questions. How does the company handle updates, and are updates and upgrades included in the price? How are issues handled when problems arise? What are the troubleshooting procedures, and what is the normal turnaround time for breakdowns? Asking the right questions up front can save you time, money and frustration later. A live chat option that is both smooth and seamless can turn Web-surfing prospects into repeat customers.