Just When You Thought it was Safe!

posted on 2011-08-11 | No comments yet

Remember back to what it was like when you were in the fifth grade? Toward the end of your time in the module you became really comfortable Your desk was just that; your desk. You had a regular routine. You had done well in learning the tasks and skills any fifth grader was expected to know. Yes, it was comfortable. Except, it was all about to change. You were moving on to the sixth grade. Everything new, new challenges, new teacher, new subjects, even a new desk. Bob Dylan summed it up bes...

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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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4 Reasons Why You Should Take Advantage of Open Source Live Chat

posted on 2011-07-20 | No comments yet

If you had a free offer in your hands that could help you improve your company without paying a penny you would no doubt take advantage of the offer. There already is a free tool out there known as live chat software for open source applications that can already be accessed that plenty of website owners are not taking advantage of. If you want to succeed it is time to stop placing open source live chat applications aside and instead looking into the top four reasons why they can help you...

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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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