Happy Endings

posted on 2011-08-30 | No comments yet

I got to thinking (dangerous stuff, that thinking) about happy endings and if such an idea is applicable to live chat services. Now I don't want to presume that we all have the same idea of a happy ending. To a large extent your definition of a happy ending depends on the circumstances. Remember, not even every nursery rythm has a happy ending.

Let's think about what constitutes a happy ending. It's an ending that brings warmth and satisfaction to mind. You might even say happy endings are...

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4 Tips About Making Great Use of Website Chat Software

posted on 2011-08-11 | No comments yet

When it comes to using website chat software it is not enough to simply install and activate website chat on your ecommerce website, because you also need to make sure that you are using it to its full advantage aligned with the needs of your customers. This is due to the fact that the 20% of customers who actively look for website chat support before making a purchase have expectations about the experience and are aware of the technology and best use practices, which creates high standard...

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What is a Customer?

posted on 2011-07-20 | No comments yet

According to the Merriam-Webster Dictionary a customer is: one that purchases a commodity or service. Hmmm, if it were only that simple any more. The dictionary definition of customer is too limiting, as a customer my needs and wants go beyond just being someone who buys something. Let's dig a bit deeper, say, customer service. According to Wikipedia customer service is: "... the provision of service to customers before, during and after a purchase."

If I were to define myself as a custom...

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Where Has Attention to Customer Needs Gone?

posted on 2011-06-29 | No comments yet

In a recent blog, I mentioned that I had encountered a live chat representative who totally missed the reason I contacted them. In doing so, the operator cost their firm my business. What I realized was that the operator was working from a script and I wasn’t as assertive as I could have been.

Regardless, this interaction brought home the need for improved support and training of live chat operators, or at least a closer examination of the content of their scripts. The one line that coul...

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Build customer confidence in your business with the right live help software

posted on 2011-06-29 | No comments yet

While many people are now turning online to do their shopping, with the rise of credit fraud and other popular online schemes there are still many people who are hesitant to give out their credit information online if they do not know the website. Therefore, as a new website you may have a hard time convincing consumers that they are safe if they choose to make a purchase with you, which is when live help software can come into play. This is due to the fact that if you utilize helpdesk so...

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