Question

Topic: Website Critique

Live Website Reception, Site Direction & Chat

Posted by theconnector on 12/7/2009 at 3:20 PM ET 250 Points
While there are a # of services ( most off-shore) and hundreds of companies devoted to assisting websites with "Web Chat" (most that just want to sell you the software to have in house on your site), I have found only a couple that come close to actual "Web Reception & Chat."

In other words, once you have hit the site, an intro box comes up - a live, US based person asks if they can assist with site direction, product location or just answer specific questions to maximize the searcher's time. If the searcher is a potential client looking for a product or service on that website, likes what he/she has found, wants more detail on quantity pricing or drill-down service details, the web receptionist can actually ask and then if permission is given, connect them to a regional Corp team member within that company to complete more detailed questioning. Obviously, the main thrust is the social aspect of live engagement, site/time retention, service-product education and to reduce browsing abandonment.

My questions are: 1) Have MarProf writers or others reviewed any companies that come close to this? 2) Created any editorials to address this space, the consumer need for this service, any website company's need to utilize this service for their sites, the potential of a service like this, the +/- feedback, any current or potential metrics from this type of service, the Top companies offering this type of service? 3) If this is the 2.0 of where simple "Web Chat" started a few years ago, where are this service space's improvements going in the coming year and who should pay attention?

Here is the one site that appeared to be the best candidate for representing the above points:
[inactive link removed]

Any insight, feedback, comments or suggestions for how this service is impacting the bottom line of web-based companies that have a product or service...would be greatly appreciated!


[Moderator: Inactive link removed from post. 2/14/2011]
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RESPONSES

  • Posted by Jay Hamilton-Roth on 12/7/2009 at 8:13 PM Accepted
    My initial thinking is that most people that visit a website like to do so anonymously initially. Only after they have an interest, would human interaction make sense. Perhaps if someone is on the same page for specific time, then asking them if they want some help might be indicated.
  • Posted by NatashaChernavska on 12/10/2009 at 8:38 PM Accepted
    Hi, theconnector

    You know, I see those "synopsis" ladies more often these days. I think in some cases it's a very good idea, but only if the lady is someone the website is about, for instance, trainer Gillian. And even she's not on every page of her own website! It would drive her poor followers NUTS! If your lady is some random lady whom no one knows, and who is telling visitors same text that's written on your website - please, don't do that to your business. It's just a very lame addition to a clean, well written content and only will draw your customers away.

    And the mentioned service doesn't look like it's gonna do something revolutionary amazing and win the market.

    Nice try again ;)

    Natasha
  • Posted on 12/18/2009 at 10:20 AM Accepted
    1. A good FAQ's section will help you solve most of your client questions.
    2. What happen when after working hour no one behind the line to answer your client questions? Would your potential client disappointed after clicked the live chat button?
    3.If you want support live chat on your website,please ensure that your operator know what they talking about and everything inside out on your product.
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