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Instant Messaging Customer Service?
Othe than LivePerson, who can you recommend?
bossmanty




msg:785640
 7:28 pm on Jun 25, 2002 (gmt 0)

Othe than LivePerson, who can you recommend?

I'm looking for something a little cheaper...

 

Travoli




msg:785641
 7:43 pm on Jun 25, 2002 (gmt 0)

You are looking for a way to message customers?

bossmanty




msg:785642
 7:48 pm on Jun 25, 2002 (gmt 0)

Exactly, a visitor to your site can click on a link or button and you can chat with them thru an IM window...

I'm aware of LivePerson but it's too expensive...

seokat




msg:785643
 10:01 pm on Jun 25, 2002 (gmt 0)

How much did they quote you? We can get it for as little as $100/month.

bossmanty




msg:785644
 12:07 am on Jun 26, 2002 (gmt 0)

That's the price.....

But I've seen services for as low as $9.95 but I can't seem to find that email offer....

txbakers




msg:785645
 3:44 am on Jun 26, 2002 (gmt 0)

I've been using the ClickChatSold free service, but it's turned out to be more of a hassle. they changed servers, and it hasn't worked right since. It was great while it worked. I'm hoping it will work again.

chiyo




msg:785646
 4:06 am on Jun 26, 2002 (gmt 0)

There are at least 3 or 4 "host on your own server" Perl or java script solutions around. Cant remember the names, but a search on a search engine using "customer service" AND "chat" "scripts etc should find them or try hotscripts.com where i found a few.

skiguide




msg:785647
 6:40 pm on Jun 26, 2002 (gmt 0)

just a reminder - you need to be careful with the security issues of such services when dealing with customer information and such. i would go for a product that's specifically for business use - enterprise IM solutions. I'm sure they are more expensive, but it all depends what information gets passed in the transaction i suppose.

check out evgl.com for an idea of what i'm talking about.

txbakers




msg:785648
 6:49 pm on Jun 26, 2002 (gmt 0)

There is something I just found by xigla software which looks very good. It costs $149 and runs only on Windows, but it's a one-time fee, runs on your own server, and looks very good.

Mark_A




msg:785649
 3:52 pm on Jun 28, 2002 (gmt 0)

bossmanty you said "a visitor to your site can click on a link or button and you can chat with them" then you said "thru an IM window"

Are you against chatting back to them with voice because there are some great "call me" solutions out there which I as a user and salesman prefer over typing.

bossmanty




msg:785650
 4:43 pm on Jun 28, 2002 (gmt 0)

Could you email those to me?

Mark_A




msg:785651
 4:57 pm on Jun 28, 2002 (gmt 0)

bossmanty check your sikcy mail
I think its at top of page.
Mark

chiyo




msg:785652
 6:27 pm on Jun 28, 2002 (gmt 0)

Is a "call me" solution one which requires both parties to have voice enabled? I would recommend against it, unless you are in a very high tech environment. Both parties need high quality mics and headphones/speakers, and high powered machines and fast internet connections. Would'nt you lose a lot of leads? Maybe you are talking of letting people know when you are at a particular phone number?

Mark_A




msg:785653
 6:36 pm on Jun 28, 2002 (gmt 0)

>Is a "call me" solution one which requires both parties to have voice enabled?<

Well Chiyo they have to speak the same language ... and yes each have a phone ....

You press a button on the site enter the number you want them to ring you on.

A Telco rings them and connects them to you .. right now ....

Sure not suitable for people with only the line they are browsing on but "strokes for folks"

If it suits the market and the sale is worthwhile I would rather a clued up human sales person or tech support was speaking to my customers with good supportive voice inflection and warmth down a phone than all the misunderstandings that can come from text only communications ....

No offence meant BTW :-) but you can't see or hear that I am smiling can you and thats a key limitation of text :-)

txbakers




msg:785654
 2:29 am on Jun 30, 2002 (gmt 0)

Mark: I'd like the link to the call me solution as well. Can you please sticky it to me?

chiyo




msg:785655
 3:34 am on Jun 30, 2002 (gmt 0)

Mark A.. not sure why you think your post could be seen as offensive, and not sure why you are smiling!

You have to speak the same language to use text too. Sounds like an interesting idea, and that you dont have to worry about all the technical problems with voice over the internet. Sounds as you say strokes for folks... costs surely would be high for a web site which had international prospects rather than local prospects, and it sounds like you have to have some separate arrangment with a telco as well which may not be available everywhere. The great advantage of internet chat is that there is no phone charge whether somebody is calling from New York, London or Beijing!

We have used the old HumanClick when it was free and closed 4 major $25,000 USD+ contracts from leads from people who chatted to us first using the system. So always interested in alternatives like you suggest.

Mark_A




msg:785656
 11:14 am on Jun 30, 2002 (gmt 0)

>Mark A.. not sure why you think your post could be seen as offensive, and not sure why you are smiling!<

Well I immediately started to write a reponse to your post chiyo in a sarcastic frame of mind because your comment "both parties to have voice enabled" does not really apply to the call back solution I was thinking about.

Then as I realised you might have taken my comments offensively I tried to ammend the text so that you would not, at the same time it struck me that if we were speaking on a phone I would not have had to considet this because we can encode more meaning via tone etc ... than applies to written comms...

anyhow .. cc'd you the message I sent to others about this in case it is of interest.

Mark

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