 Re: Online Chat Services
I've recently purchased an online chat system to go with a new web page that is in development. I am actually pretty excited about the concept. I have to admit that I'm feeling some trepidation after reading the posts here. From what I've seen, the status indicators used by most companies, although they may be well designed, do not hit the proper function I think most business owners want. The main problem, as everyone has mentioned, is that it's not a good situation to have a big graphic that says no one's home. Granted, in most scenarios, it will be nearly impossible to man your support staff 24/7 unless you've got some capital to work with.
I'm currently working with my web developer on a customized solution for this live chat service that will blend in with the rest of the site design, and not give a tacky abandoned web site feel. I have lots of faith in my web developer, so hopefully she can dream something up that will fit nicely. I will be sure to let you guys know how that comes along.
One thing about the current service I have that practically sold me is my staff can initiate the contact with my visitors. When someone arrives to the site, their navigation is tracked. My sales staff can go ahead and contact the customer with a friendly (not a pop up) overlay saying something like "Glad to see you are interested in our site. Is there anything I can help you out with today?" or whatever. There's obviously a fine line between being pushy (ie car dealership) and genuinely trying to assist your customer. Some people may just simply want to browse, and can say no and be done with it. But others may have questions jumbling around in their head and don't want to take the time to write a ticket, or email. . then have to wait for a response. A lot of times the customer doesn't even want to pick up the phone and have to deal with a pbx system or hold time. With this *boom* Help is here. . right now. . . and you don't even have to ask for it. | 
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