You may have read last month that Best Buy chose to ditch email support in favor of live chat. A brave move and, according to the article (on the STELLAService blog), it’s part of a strategy to overcome customer service problems that plagued the electronics retailer in the past.
So, as a live chat company we should be completely on board with a decision of this kind, right? Not necessarily. There are many factors at play that determine whether or not this would be a good idea. Consider the following.
What is your website visitors preferred way to contact you? It’s important to note a large percentage of consumers still choose email as their preferred method of contacting customer service. (Even if etailers aren’t particularly good at answering them.) Find out how your visitors want to contact you and then do it! And maybe add live chat as a compliment to email.
Do you have an email problem? For this instance, an email problem would mean a backlog of emails making it impossible to answer customer support inquiries in 24 hours or less. If so, removing it as a channel of communication only promises to transfer the problem to another channel – a channel that may require a more immediate response. In this scenario, the best way to solve an email problem is to manage email, not to ditch it altogether. When our customer, Vornado, mentioned delaying a case study with us because they needed to catch up on emails, we wouldn’t have dreamed of recommending that they get rid of email, but we did ask them to try out our email management tool.
Continue reading ‘What’s it going to be? Chat or email? Why not both?’
In the US, people have begun the practice of writing daily during the month of November about something that they are thankful for – Thirty Days of Thanks, as it’s called. I’m not sure where it started, but I see it all over the place, in blogs, on Facebook, on Twitter and it can be a good practice. Of course, we have a day set aside a day on the fourth Thursday in November to give thanks and gather with friends and family, and we were glad to be home with ours, but it’s nice to truly acknowledge that we have a lot to be thankful for each and every day, not just one day of the year.
Being thankful in business is a good practice too, but I thought 30 days of thankfulness on a business blog was a bit much! Nevertheless, at BoldChat, we do have much to be thankful for. We’re thankful every day for the customers all over the world who give us the honor of serving them. This year, we’ve been especially happy to be part of LogMeIn (since January) and thankful that the transition has been amazingly headache free.
But November brought even one more reason to be thankful – BoldChat is an award recipient in the 2012 MarCom Awards competition. The MarCom Awards is an international creative competition that recognizes outstanding achievement by marketing and communication professionals and is administered by the Association of Marketing and Communication Professionals. BoldChat won platinum awards, the highest honor, in three categories: Research Study, for the 2012 Live Chat Effectiveness Study; Business-to-Business Websites, for the site among other B2B sites; and in Website Design for the BoldChat website as a whole. We received an additional gold award for the design of the home page of the BoldChat site.
What has your business been thankful for in 2012?
Have you held off on adding live chat to your website because you wonder if there will be a significant return on investment or because you don’t know how much chat volume you’d get in the first place? What if you could estimate an ROI by comparing your website’s numbers to the numbers of one of the largest live chat user databases?
BoldChat will do the work for you! Just input your estimations of website traffic, conversion rate and conversion value, our Chat Volume and ROI Calculator does the underlying arithmetic. We’ll compare your numbers to the summative data of our entire customer base and predict what live chat can do for you. It’s that easy. And, if you still have questions? Talk to one of our helpful representatives in chat or by email or call today: 866-753-9933.
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Proactive Chat, or the practice of inviting your website visitors to interact with you via chat, rather than waiting for them to act on the chat button themselves, isn’t a new practice, but some websites still shy away from it. But statistically, proactive chatters are six times as likely to buy than an average website visitor – SIX times!
Many liken a poorly done proactive invitation to the overeager retail sales clerk who immediately bombards you with “May I help you?” as soon as you enter the store.
But if that’s not the approach, how do you do it? What are the rules when it comes to inviting website visitors to chat? The truth is, there are no tried and true rules. Every website is different. Some don’t proactively chat at all, others seem to have a knack for it! But there are a few best practices that stand out:
Continue reading ‘Proactive Chat Best Practices’