TO CHAT OR NOT TO CHAT

If you are one of the many shoppers who rely on the internet to either search for or to buy products, I’m sure you have come across the little dialog box that says, “Do you want to chat”  Or “Is there anything I can help you with?”  And the box doesn’t go away; it just stares at you and rings a bell if you don’t answer in a reasonable amount of time?  Well don’t fret, it can be a good thing!

Many companies have a small link set up in the corner of their web page that you can click on if you feel you need help.  The reason for the live chat is to help you with any questions or concerns about the product you are interested in.  Now I can understand the annoyance of the constant interruptions and/or bell ringing.  You might want to see if there is a minimize or close button that will take it off your screen.  Believe me, the vendors do not want to upset you.  They want your business and this chat option is one way they feel they can obtain it.

As a customer service Manager, I have had complaints about the constant bell ringing.  I actually was able to correct that by going on my chat site and changing the parameters for the frequency of the notifications.

I will say that since we instituted the chat feature, we have increased sales and had less phone calls.  We take orders, we suggest samples of the products that come into the conversations and we also take complaints, (although we try our best not to upset anyone!)

I encourage anyone who uses web sites with the chat feature to try it and see if it can help you in your search or problem solving.  My customer service reps love to chat!  They have excellent knowledge of our products and enjoy sharing it with our customers or potential ones at best.

You can even request to chat with a Manager!!!

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