Livechat ?????

[lesliedocherty]

Was tring to find some threads on live chat, but didn't have much luck.

Whats your feelings on it ?????

I have used it 5 times now on various sites, 4 good experiences, which enabled me to purchase and 1 bad experience that convinced me not to purchase.

Considering implementing it on my site, ????

 

[Pab]

We have it on our site. It doesn't get used a great deal, but it gives people an additional way of getting in touch... which can't be a bad thing.

The live visitor tracking that's included (with some) is also a nice feature.

 

[SneakSMS]

For me, it really helps with impulse purchasing if I need to know something quickly but don't want to wait for an email reply.

I don't think installing one could be bad for business, and there are several good free solutions (I recommend crafty syntax but there are plenty others)

 

[Monica_ChilliApple]

Hi,

We offer live chat support services to our clients & all of them are happy with it.

A Live chat support boosts customer satisfaction and new customer realisation. Also, it gives your business a human link before & after sales.

Not only this, with our experience of chat support we can say that livechat can convert visitors on your site into customers & it also adds to customers loyalty.

If there's anything more you need to know about it, please do let me know. Always glad to help

Thanks & Regards,
Monica

 

[lesliedocherty]

Hi,

We offer live chat support services to our clients & all of them are happy with it.

A Live chat support boosts customer satisfaction and new customer realisation. Also, it gives your business a human link before & after sales.

Not only this, with our experience of chat support we can say that livechat can convert visitors on your site into customers & it also adds to customers loyalty.

If there's anything more you need to know about it, please do let me know. Always glad to help

Thanks & Regards,
Monica

Monica, what system do you use, ive heard 'livezilla' is quite good.

 

[Monica_ChilliApple]

Livezilla indeed is good one, we have been using Live person for quite a long time now & it works just brill. too

 

[G. Lasagne]

Would you say this would be suitable for my site www.gasangelheating.co.uk im a local plumber so maybe a bit to ecommerce like for me, but willing to consider anything.

 

[lesliedocherty]

Livezilla indeed is good one, we have been using Live person for quite a long time now & it works just brill. too

what features made you go with live person over livezilla

 

[lesliedocherty]

Would you say this would be suitable for my site www.gasangelheating.co.uk im a local plumber so maybe a bit to ecommerce like for me, but willing to consider anything.

if you have enough traffic, if there is someone during business hours able to answer questions (nothing worse than the live support icon saying 'offline').

 

[Monica_ChilliApple]

Would you say this would be suitable for my site www.gasangelheating.co.uk im a local plumber so maybe a bit to ecommerce like for me, but willing to consider anything.

A Live chat support is suitable for all businesses who sell products or services. The other thing is how should it be done, I mean whether it should be outsourced or should be DIY? This can be decided on the bais of the size of your business. If you think you can afford to pay a company providing such support, then you must consider outsourcing it because when you outsource it, the experienced group of people representing your comapny chats with your clients in a professional & dignified way, moreover they can take care of more than 4-5 customers per person at the same time as they're experienced at it.

The other thing apart from money is the traffic on your website. Its good to pay for outsourcing only if you're sure that there is a good traffic on your site, or if you feel that your sales are getting dropped somewhere particularly on your website.

That's where Livechat support can help as it also tracks customer behaviour simultaneously. If you want to know anything more please e-mail me at [email protected]

Thanks,
Monica

 

[Monica_ChilliApple]

what features made you go with live person over livezilla

We found Live person better since we're support providers. We need to take care of security of our clients' & their clients' information. We get data encryption feature in Live person. Also, for clients its good as it has Channel Analytics (giving better ROI) and visitor interface feature. Technology & chat transfer facality is also one feature that gets Live Person our vote.

Ta,
Monica

 

[hostedweb]

what features made you go with live person over livezilla

Livezilla does not have an online admin panel, so you need to install it and configure on every machine. Online clients like Crafty syntax (free) or Live Person are more portable.

 

[lesliedocherty]

i thought there would have been more live support users on the forums,

liveperson looks good, livehelper also has some really good features ang got good reviews here
http://live-chat-support-software-review.toptenreviews.com/

 

[euqerqzujz]

For what it's worth, thought I'd add my two penneth..personally I can't stand live chat, somehow it tends to make websites look cheap & tacky esp those awful stock images of a woman with a headset smiling and I really hate those ones that float across the screen as soon as the page has loaded!

Most live chats I've seen end up staying offline for long periods of time, which leaves the visitor with such a negative impression. They're frequently not run well there are often long pauses between responses and visitors aren't stupid at the end of the day and you can tell the person responding is trying to juggle several convo's, meaning they're not giving their full attention to you.

Invest in good phone support, can't beat it

 

[lesliedocherty]

For what it's worth, thought I'd add my two penneth..personally I can't stand live chat, somehow it tends to make websites look cheap & tacky esp those awful stock images of a woman with a headset smiling and I really hate those ones that float across the screen as soon as the page has loaded!

Most live chats I've seen end up staying offline for long periods of time, which leaves the visitor with such a negative impression. They're frequently not run well there are often long pauses between responses and visitors aren't stupid at the end of the day and you can tell the person responding is trying to juggle several convo's, meaning they're not giving their full attention to you.

Invest in good phone support, can't beat it

some good points there, had a convo with livehelp today, it was stilted and my questions never really got answered, i could tell he wasn't focussed on me

 

I hate live chat on sites with a passion and it very often causes me to leave a site immediately. If its unobtrusive then its fine but these push system that immediately start shoving a chat window in my face when I go on the site mean I press the little red x straight away!!

Live chat should be added to a site with caution I think, and needs to have a very good reason why you think customers of your site might want to use it, is it because you're selling something very complex, or is it because you've made your site user unfriendly in other ways that should be improved instead.

I'm sure it has its place, but most sites seem to integrate the most grating americanised systems and then when they are there they are unmanned for the largest percentage of the time. Afterall when most people shop out of office hours when they get home from work then what good is it to them that a site has live help 9-5?

The only time I've had a positive experience with a live chat help system is on ebay - the only way of getting a real person is if you know how to get hold of the live chat people, and for complex support type situations then it can be good.

I would far rather just speak to someone on the phone, or know that they will answer my email quickly.

 

[GeekSRV]

Livezilla does not have an online admin panel, so you need to install it and configure on every machine. Online clients like Crafty syntax (free) or Live Person are more portable.

Install the admin program on your USB stick

I've found that live chat on our site is helpful for tracking what people are doing whilst on the site. It get's used by existing customers more than potential customers from my experience. They send in a support ticket, then start a chat session and ask how long before they get a response or have you seen my ticket yet?

I think the use of livechat in 10 months that we've used it on and off has led to 5 sales.

 

[Software_Index]

If you need more references about live chat software, check out snapengage, zopim and olark. We have their latest reviews.

 

[webhostuk]

We use livezilla works great for us.

 

[AndyP]

Interesting comments. We use live chat on our sites with huge success so from that point of view I would thoroughly recommend it. I'm intrigued though by the negative comments from customer-end users. Everyone is entitled to their opinion of course but I fail to see how a live chat button makes a site look unprofessional. I have never been to a site where the live chat is pushed at you to be honest. For us it just sits there and is available if somebody has a quick question.

 

[GoMage]

We also use LiveZilla. The most clients contact on pre-sale issues and it really help to convert potential client into existing one.

 

[summer11]

I hate live chat on sites with a passion and it very often causes me to leave a site immediately. If its unobtrusive then its fine but these push system that immediately start shoving a chat window in my face when I go on the site mean I press the little red x straight away!!

Totally agree - fine if it's at the side of the page where I can use it if I want to but not fine if it jumps out at me asking if I need to chat to someone.

If however you do try to use it and there is no-one available to chat then it's an instant leave and go somewhere else!

You need to try it and attempt to track the sales you gain to see if it's helping.