When you’re a consumer dealing with an online merchant and you have pre-sale questions or need support for a product or service you’ve purchased, you have a number of options. In this article, I enthusiastically encourage you to give Live Chat a chance. I offer my reasons for preferring Live Chat to phone and email support, and I include an example of a successful — and money-saving — Live Chat I had with my wireless provider.
I’ve installed Live Chat on the Web sites of a number of clients. Most of those clients — especially those who hadn’t used Live Chat themselves as “consumers” — initially pushed back when I suggested they offer this particular form of customer service.
They had lots of common preconceptions. Now that I have a fair amount of experience as a Live Chat “agent” under my belt (I provide Live Chat support on behalf of most of these clients), I can tell you that most of those preconceptions were misconceptions.
Live Chat is here to stay, and smart businesses everywhere and in every industry are using it to provide the immediate personal touch that their prospects and customers long for. In this blog post, I discuss the Live Chat software I’m currently using (Tawk.to) and offer some reasons you ought to consider going “Live Chat” as soon as possible.