Companies point of view (Live Chat on your website) - Imp

[denny]

Hi all,

I am a student (and work for extra money as well ) and doing my Masters in Computer Application. I want to study the customer behaviour while browsing a website, As a web based company, whether you will you prefer a Live chat( or live help or chat to customer care ..e.t.c) for your site.

If you have time do specify the reasons also, this will help all of us to look from a diifferent dimension towards our website based business. (Also let me know what do you think about outsouring your website customer care)

Thanks a lot for your valuable time.
Denny
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[Corey Bryant]

Myself I like it. I hate it though when those little pop-ups come up while I am surfing asking me if I need help. Why do you think I hate shopping so much? I hate it when salespeople come up to me & ask me questions.

But I digress.. The reason I do like it, I am there on the site, I can get my answers. They do not have a way to contact me (i.e., I call a toll free number - guess what, they now have my number). I get my answers & they can also direct me to the part of the site that I am questioning.

[121merchantaccount]

From both sides of the fence, I like the live help chat. As a customer I like it as it's easier than picking up the phone. Though, an 800 number ic crucial. If a company doesn't have a phone number listed easily, I will search for the same product somewhere else. I hate not being able to call and talk to a live person.

As a business owner, I've yet to install live chat on my sites, as I'm still seeking a good solution. Though, I've installed it on other client sites and it works well.

Good luck with your project.