Arlen Robinson

If your customer service department spends much of its time on customer inquiries and questions, as opposed to order-taking, it may be time to add an online help desk, especially if the inquiries are routine, or easily answered. Fortunately, adding an online chat feature is easier than you might think, says Arlen Robinson, chief operating officer of Omnistar Live, a 6-year-old Web solutions company based in Baltimore. Omnistar Live supplies software, training and personnel to companies interested in adding online live chat to their Web sites. Before you start shopping, “the first thing to evaluate is what you’re hoping to accomplish,” Robinson says. “If you

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