Real-time conversations.
WHAT IT PROVIDES
Immediate answers Higher conversion on sales questions Problems resolved before frustration builds
WHAT IT COSTS
Staff available during stated hours Divided attention across conversations Pressure to answer quickly
WHAT TO DECIDE
The hours you offer it How many conversations one person handles What happens outside hours
WHAT TO NEVER DO
Show chat as available when nobody is there.
WHY
An unanswered chat is worse than no chat.
WHAT TO DO OUTSIDE HOURS
Collect a message, and state when they will hear.
WHAT TO SET
A realistic limit on concurrent conversations.
WHY
Beyond it, every customer waits and none are served well.
WHAT TO PROVIDE STAFF
Quick access to account information Saved responses for common questions A way to move a conversation to a ticket
WHEN TO MOVE TO A TICKET
When it needs investigation, or another person.
WHAT TO DO BEFORE ENDING A CHAT
Confirm the problem is resolved.
WHAT TO SEND AFTERWARDS
A transcript, if the customer wants one.
WHAT TO MEASURE
Wait time Abandonment Whether the issue was resolved in the chat
WHAT PROACTIVE CHAT REQUIRES
Restraint.
WHY
Interrupting every visitor is resented.
