Live Web Chat

[Heart Communications]

Hello,

We have launched a Managed Live Web Chat service specifically for E-Commerce websites.

The main difference from normal web chat services is that we monitor your website and our trained operators chat to your visitors, meaning you're not tied to your computer for hours on end.

Before we chat to any of your visitors, we get to know your website inside and out, and we ask you to provide a comprehensive list of FAQs.

We are currently doing this successfully for quite a large holiday company and now wish to roll this out to smaller businesses.

Is this a service you would consider using? All constructive feedback welcome :)

By the way, we're doing an offer on this service for UKBF members - check out the Marketplace section.

Regards,
Amy

[quikshop]

Hi Amy,

Its great that you are looking to offer added value services for potential customers but live chat is a big turn off for a significant percentage of on-line shoppers.

It certainly has value in the service industry and business-2-business, but anything that pops up, prompts or otherwise distracts from the core message of the website runs the risk of losing hard earned and often paid-for visitors.

[Heart Communications]

Hi Amy,
It certainly has value in the service industry and business-2-business, but anything that pops up, prompts or otherwise distracts from the core message of the website runs the risk of losing hard earned and often paid-for visitors.

Thanks for your response.

It's funny you should say that because the holiday company we do this for specifically requested that we do not invite or prompt visitors to chat... you know, those boxes that popup saying "would you like to chat to an operator?". They simply have the chat button displayed on their website (along with all the other methods of contact) giving visitors the choice as to whether they use it or not, so it's very unobtrusive.

[quikshop]

It's funny you should say that because the holiday company we do this for specifically requested that we do not invite or prompt visitors to chat...

I think as an additional optional communication choice that does not distract either in action or as an over-bearing design feature then it should add value.

It's a fine line, I've had this debate many times with graphic designers who believe that stunning visuals are more important than website substance... I'm glad your client agrees :)