Does Live Chat Drive You Bonkers???

[Jet Virtual]

We have Live chat on our website jetvirtual as it's a great way to engage visitors. However, it seems that most people don't really want to chat

Perhaps it's the way we approach? We usually say something like
"Hi my name is Stacey can I help?"

Could there be a better way to get a response?

Many thanks!

Daniel

 

[smo]

Are you on a google backlink building exercise....post you link in as many forum posts as you can to build your ranking as it seems to be appearing an awful lot under some rather wishy-washy threads!

 

[Geoff T]

My first impression was that it looked like an automated script... if I'm honest...

maybe have a piccie of the person who can help on the screen (to prove they're real), and then just 'waiting to help' as the link underneath...

it's like the interfering sales person in the shop, or the good one who 'hangs on in the background' and waits to be asked to assist...

edit - if you're spamming then i withdraw my thoughts!

 

[Jet Virtual]

Are you on a google backlink building exercise....post you link in as many forum posts as you can to build your ranking as it seems to be appearing an awful lot under some rather wishy-washy threads!

Absolutely not! Quite an offensive comment ..

If you do your research before throwing accusations around you will see that I participate in many questions and answers. Both offering advice and asking some
If i don't put a link to my website then it makes it hard for someone trying to give advice to make a comment without searching for it.

Thankfully we have a great seo team that have done a tremendous job without resorting to blackhat/spam tactics.

Please think twice before posting pointless accusations in future.

 

[TCPG2012]

A different set up may be a good idea, instead of having it pop up as soon as the site loads in the bottom corner like that have it so the visitor to your site can click to open up a live chat with a representative from your company, I have seen it done that way on a few site and I would be more likely to talk to someone if it was done in that fashion as it gives me a chance to look at your site, what you offer, and not feel forced into talking to someone.

Two websites with an example of live chat features i like are the Eukhost's website and Krowmark Workwears site. it is not in your face but lets you know you have the chance to talk to someone if you wish at the single click of a button!

 

[Jet Virtual]

My first impression was that it looked like an automated script... if I'm honest...

maybe have a piccie of the person who can help on the screen (to prove they're real), and then just 'waiting to help' as the link underneath...

it's like the interfering sales person in the shop, or the good one who 'hangs on in the background' and waits to be asked to assist...

Thanks Geoff for your feedback ... much appreciated!

 

[andygambles]

Yep pop-up "can we help" scripts drive me nuts. They also install a bit of fear in the visitor that you know they are there and are spying on everything they do on the website.

Live Chat is best as a "Click here to chat now" button on your website.

 

[fisicx]

I don't even believe her name is Stacey. The live chat should be there to support the site, almost as a last resort. I should be able to get everything I need from the site and then use the phone, email, contact firm, live chat for clarification.

If your live chat appears in the corner of my screen unannounced it is an unwelcome annoyance.

 

[businessfunding]

I would say - as above - let the customer instigate chat with a big button saying 'can we help you'

Better still, ask then if they would like a call, which personally I think is a million times better.

 

[360interactive]

We have Live chat on our website http://www.jetvirtual.co.uk as it's a great way to engage visitors. However, it seems that most people don't really want to chat

Perhaps it's the way we approach? We usually say something like
"Hi my name is Stacey can I help?"

Could there be a better way to get a response?

Many thanks!

Daniel

I really think it depends on the type of service you offer as to whether live chat works.

I have tested live chat twice now on my site, which provides commercial photography across the UK. Visitor numbers are fairly high for our niche and business is good, but I thought live chat may help to convert a few more enquiries.

I can honestly say it didn't do a blind bit of difference, we only had 2 people use it. One was a time waster and the other was someone wanting a service we don't even provide!

When people engage us to do work for them it usually requires a few conversations for us to establish the requirements, pricing etc. When people are spending a lot on something they need things in writing, which is why an email is used in most cases to establish a back trail. Most of our clients are large businesses and most managers want to speak to someone over the phone in person, live chat doesn't seem to appeal to them.

If you're selling a product and the visitor needs to know a size for example, I imagine live chat is great. I'm just not convinced it works for all businesses, it certainly didn't for us.

 

[TCPG2012]

I would say - as above - let the customer instigate chat with a big button saying 'can we help you'

Better still, ask then if they would like a call, which personally I think is a million times better.

That's a very good point, have the option for live chat or arrange a call back form. this would encourage interaction more then something that looks like a scripted live chat pop up Nice one Kickstartbtm

 

[Jet Virtual]

I don't even believe her name is Stacey.

But it is ... is there a more 'realistic' name she should use? :|

 

[TCPG2012]

When people are spending a lot on something they need things in writing, which is why an email is used in most cases to establish a back trail.

One feature some of the live chats I have seen is once the chat has ended to be emailed a copy of the conversation for your records. not sure if that was something you had with yours but there is that option so it will in ways get the initial ice breaker out of the way and something in writing for records which they can reference back to at a later date!

 

[englishfrank]

Procrastination led me to begin a conversation with "Stacey", the responses seemed fairly unscripted, how ever I still doubt the name.

It may be a good idea to not have a name straight away, rather let one load once the chat is opened (as with microsoft, logitech etc.)

 

[360interactive]

One feature some of the live chats I have seen is once the chat has ended to be emailed a copy of the conversation for your records. not sure if that was something you had with yours but there is that option so it will in ways get the initial ice breaker out of the way and something in writing for records which they can reference back to at a later date!

Yes it did have this function, but to be honest I don't think this made any difference.

I honestly believe that the more high value a service the less likely people are to use live chat. When you're spending thousands of pounds people are just more likely to either email you or pick up the phone.

I suspect this is the same for products maybe, although thats not my field.

Like Fisicx said, if the site has all the information they need then Live chat becomes less of a need, and they will go ahead and make the enquiry and introduction through email or phone.

 

[TCPG2012]

I honestly believe that the more high value a service the less likely people are to use live chat. When you're spending thousands of pounds people are just more likely to either email you or pick up the phone.

Like Fisicx said, if the site has all the information they need then Live chat becomes less of a need, and they will go ahead and make the enquiry and introduction through email or phone.

Agreed, is just a nice touch giving visitors as many options for getting in touch as some may prefer one over the other!

 

[JonSmith1]

'Stacey is ready to chat' sounds like something you'd see in a phone sex advert

 

[Jet Virtual]

'Stacey is ready to chat' sounds like something you'd see in a phone sex advert

hmm Jon how would you know .... ?

 

[JonSmith1]

hmm Jon how would you know .... ?

I have the paper delivered every day

 

[Talay]

I don't even believe her name is Stacey. The live chat should be there to support the site, almost as a last resort. I should be able to get everything I need from the site and then use the phone, email, contact firm, live chat for clarification.

If your live chat appears in the corner of my screen unannounced it is an unwelcome annoyance.

Unfortunately, most people have their websites test driven by people who are already familiar with their set up and their products. Foolish and short sighted to be honest.

Your website needs to give the first time idiot user all the information they need to make a purchase or easy access to information which is not on the website.

Afterwards, all emails and chats requesting additional information should be analysed to see whether that information is already on the website and if it is, why could the customer not find it directly and secondly, if the requested information is not on the website, would a rational person expect to be able to view it there and if so, you need to make sure it is placed on the website pronto.

You don't want too much rubbish and junk as per Linn Cars but neither do you want it appearing as though your information is a state secret.

 

[Fred_the_frog]

Are you on a google backlink building exercise....post you link in as many forum posts as you can to build your ranking as it seems to be appearing an awful lot under some rather wishy-washy threads!

Absolutely not! Quite an offensive comment ..

If you do your research before throwing accusations around you will see that I participate in many questions and answers. Both offering advice and asking some
If i don't put a link to my website then it makes it hard for someone trying to give advice to make a comment without searching for it.

Thankfully we have a great seo team that have done a tremendous job without resorting to blackhat/spam tactics.

Please think twice before posting pointless accusations in future.

I was going to say something like this. Then I looked at the thread you've created and only a few of them have links :redface:
(You do have your link in the signature so people will know that's your website)

 

[10032012]

Do you ever get anyone using it as a sex chat line? For some reason despite not being a telephone service and never using one, gives me that impression... It reminds me those MSN/yahoo style ads at the bottom right...

Oh and Stacey isn't ready!! So unprofessional you not getting and sales! Your nature of business means, you can't pretend to be available, yet when someone tries to chat with you, its a 2-3 minute+ wait (assume your phone service is the same or worse!!) its got to be 10-15 seconds... 30 seconds at a big stretch...

I assume you do answer the phone on behalf of paying clients? At current you are not giving that impression!!

 

[Fred_the_frog]

Do you ever get anyone using it as a sex chat line? For some reason despite not being a telephone service and never using one, gives me that impression... It reminds me those MSN/yahoo style ads at the bottom right...

Oh and Stacey isn't ready!! So unprofessional you not getting and sales! Your nature of business means, you can't pretend to be available, yet when someone tries to chat with you, its a 2-3 minute+ wait (assume your phone service is the same or worse!!) its got to be 10-15 seconds... 30 seconds at a big stretch...

I assume you do answer the phone on behalf of paying clients? At current you are not giving that impression!!

Stacey's always up for a chat with me. Each time i've clicked on his website Stacey is ready for a chat. Does Stacey not lead a life outside operating live chat?

 

[andygambles]

Stacey's always up for a chat with me. Each time i've clicked on his website Stacey is ready for a chat. Does Stacey not lead a life outside operating live chat?

Employment contract states that everyone must be called Stacey

 

[10032012]

'Stacey is ready to chat' sounds like something you'd see in a phone sex advert

haha, I replied to OP on page 1... and I am not the only person to think this!

Its like those late night TV ads... girls in your area want to chat (or something like that)

Just to also add, don't do the "its more sincere from a female" nonsense. If I actually started chatting and got the gut instinct that I was actually talking to a man (I couldn't care if it was a random name assigned) this dishonesty would result in me looking elsewhere.

Bottom line the live chats are too much overused these days. Most hosting providers have them and they always direct you to a Support Ticket system, email or the telephone... so whats the point?! haha - it might be your website but remember its downloaded to THEIR computer in their homes or office... I think its best to let people just get on with it. Otherwise I suspect it just uses up time and hardly converts more than a person passively browsing your site.

Currently the chat is set to away. I have to say it irritates me when they appear as "offline" but really if you aren't there then it really needs to be hidden until the person is available again.

 

[Jet Virtual]

Do you ever get anyone using it as a sex chat line? For some reason despite not being a telephone service and never using one, gives me that impression... It reminds me those MSN/yahoo style ads at the bottom right...

Oh and Stacey isn't ready!! So unprofessional you not getting and sales! Your nature of business means, you can't pretend to be available, yet when someone tries to chat with you, its a 2-3 minute+ wait (assume your phone service is the same or worse!!) its got to be 10-15 seconds... 30 seconds at a big stretch...

I assume you do answer the phone on behalf of paying clients? At current you are not giving that impression!!

Gosh I must say you seem to be quite focussed on SEX chat. No wonder Stacey won't respond to you!

 

[Jet Virtual]

(assume your phone service is the same or worse!!) its got to be 10-15 seconds... 30 seconds at a big stretch...

I assume you do answer the phone on behalf of paying clients? At current you are not giving that impression!!

Why not take our free trial and find out for yourself instead of bad mouthing companies unjustifyingly

 

[Talay]

Just another negative here.

Today I was looking at a wholesaler website. It was (to me) still early in the day but it had ticked round to 17:01. Proudly displayed on their website was a huge chat logo with "unavailable" underneath.

Now I know some folk are like the council and down tools come 17:00 on the dot but surely advertising the fact that those manning your point of first contact have done a bunk for the day is somewhat counter-productive.

 

[cjd]

We try pretty much every method of customer contact, then try to tweak them. I was suspicious of live chat at first, but now it's a proven feature - about 1/3rd of our customers contact us that way now.

We found that displaying it only after a few seconds, at the edge of the screen humorously and allowing the customer to start the conversation works best.

You can see it here:

http://www.voipfone.co.uk

(Wait a few seconds).

It only appears M-F between 9 & 5.

 

[a1anm]

We don't have live chat on our site as there wouldn't be someone there most of the time but I have to say I like it on other sites.

I used it recently on parcel2go, epsom support, fedex and an SSL selling site. Each time I got my issues resolved there and then without having to make expensive/long distance phone calls or wait for an email response.

I do think it would be better to completely hide it when no one is online though rather than have it show as 'offline'

 

[Geoff T]

We try pretty much every method of customer contact, then try to tweak them. I was suspicious of live chat at first, but now it's a proven feature - about 1/3rd of our customers contact us that way now.

We found that displaying it only after a few seconds, at the edge of the screen humorously and allowing the customer to start the conversation works best.

You can see it here:

http://www.voipfone.co.uk

(Wait a few seconds).

It only appears M-F between 9 & 5.

I know I'm a funny old so-and-so... but have to say I liked that!

 

[thelegalstop]

Hi JetVirtual, we have been thinking of installing live chat on our website, for better interaction with the clients and we still hesitate. This is a useful thread, I will be around

 

[ncoopie11]

The only virtual chat i have enjoyed is ASOS!!! It's awesome, your looking at clothes and an option to chat with a stylist comes up, you talk to them about what your looking for and they recommend what suits you!!! Brilliant!

 

[GradwellDotCom]

It's a case of balancing a professional looking site with a friendly, non-scripted communication style. Some less professional-looking chat boxes look like pop up ads.

I recently used the chat feature for a number of sites (they were based in the US and I wanted an instant answer without the expensive call charges), and what struck me the most was how scripted they were - it was like talking to a robot.

I'm pretty sure that some companies use live chat as a way to disguise offshore help centres - while this isn't a problem if they communicate well it says bad things about your image if you look like you're hiding something. Add a photo and make it obvious you're not reading a script to portray an honest, friendly and down to earth service.

 

[Jet Virtual]

but now it's a proven feature - about 1/3rd of our customers contact us that way now.

Wow that's amazing! I wonder what the main difference could be that's getting so many visitors to click on your chat?

 

[cjd]

Wow that's amazing! I wonder what the main difference could be that's getting so many visitors to click on your chat?

I've no idea really.

I speculate that a lot of our visitors are on the techie side so fairly used to seeing/using Livechat.

Voip is a service which can seem like a complicated/confusing at first so they feel the need to talk to someone (more so than buying a hoover say) and find it less intimidating than a call and more immediate than an email.

Possibly they also fear calling and hitting a 5 level voice response system with a 30 minute hold time whist paying 10p per minute? (That's not the way we do it of course!).

Fear of sales pressure that they might get from a call to a telco sales desk? (also not what we do either)

Hard to say, but it works for the customer and it works for us because it's more flexible than just handling calls.

 

[Jet Virtual]

Just to say thanks to all for the feedback here. Much appreciated!

 

[SillyJokes]

always thought that live chat on websites was pointless and often damaging as you can't possibly be there all the time to chat.

It smacked of a business owner being sold something that doesn't actually work but you cna't know until you've installed it.

Another example are those annoying people who walk onto your screen and start carping on about how to navigate the site etc

However a couple of examples above seem to indicate that with considerable input from the business it can work - but we are talking about considerable input and not just Stacey who can talk and enter data at the same time, except Tuesday which she is taking off to go shopping.

 

[Jet Virtual]

Boy I hate those characters that walk onto your screen when you go onto a particular website. We should have an option to shoot at them (that would make it more enjoyable)

 

[cjd]

However a couple of examples above seem to indicate that with considerable input from the business it can work - but we are talking about considerable input and not just Stacey who can talk and enter data at the same time, except Tuesday which she is taking off to go shopping.

I think that's the key. We have a dozen customer support staff now working full time on inbound phones, email and livechat. It really only works if the things that are supposed to be live and real time actually are.

I think customer support is one of the hardest operational tasks a business does - it involves people management (ugh), technology (fine) doesn't work at all without a few staff dedicated to it and doesn't scale cheaply with increasing volume (ugh, ugh).

But if you are providing a service that needs support, you might as well try to do properly and call it a cheap form of marketing - ie, a profit rather than cost centre.