Live help, is it really worth it?

[Phil_C]

Hi all,

I've been running LivePerson (15 day trial) all this week on my new site. Not once has anyone clicked on the "help me" button and I've tried engaging the visitors (if they've been looking around for a while) in chat, but to no avail.

Other than the fact that you can see where people are going and what products they're looking at, I can't really see any value in this for my site, or am I missing the point?

Does anyone else use a similar system and how many "chats" do you engage in?

[edited by: Phil_C at 3:59 pm (utc) on Nov. 7, 2003]

[Reflect]

I have used it in the past as a tool for what you mentioned last.....watching the visitors. I have never gone past the 15 day trial though as I viewed it as a "neat" toy. If I really want to track a visitor I use my logs.

I could see it paying off though in the right scenario. I think it just comes down to what is right for the site and audience or what works for on site does not work for all sites.

Brian

[Robino]

I think live support can be a great service to offer. The problem is, it seldom works. I've tried to use it on dozens of web sites while shopping. Only twice has it worked.

You also need to make sure you have people in-place to offer the support. If a customer clicks on "live help", they want it NOW! They will not wait around until someone answers. If it takes too long it can be a major negative moment.

And (IMO) if you do decide to offer it, the customers should be the one to initiate the support sessions. Don't drop in on someone and ask them if they need help.

[Chndru]

I do find this Live Help feature pretty useful. Of all the purchases i have made online, i make it a point to communicate with the buyer, since i would invariably come up with some questions, that are not answered in their website clearly and conclusively. There are many a times, i have choosen to buy products in a site that provides me confidence in them through either through a 800 number or live help, though their prices might be slightly expensive, because, i know the product i buy matches my needs/expections.

Some pointers if you do put live help,

Make it clearly visible.

Dont ask me to sign up for anything. just a name field will do to talk to person on the other side.

If not 24/7, state precisely when the live help will be operational and do provide an email id to contact at other hours.

For products, that are time-critical, (like flowers, gifts), do state clearly the shipping policy.

Dont let me stay waiting 1/2 hour, before the person from the other side says hi.

[bakedjake]

I can't really see any value in this for my site

I made a $5000 purchase for a piece of equipment once from a website because of their "live chat feature".

I was ten seconds away from calling my normal supplier when I noticed that another vendor's site had a live chat feature. I had a couple of questions on the product. The gentleman on the other end of the chat was fast and bright. I bought right then and there from that site. Granted, the tech helped make the sale, but had the live chat feature not been there, I would have called my normal supplier.

It's another method of contacting your sales force. And there's nothing wrong with that. Make it as easy as possible for people to buy from you.

[John]

I had this feature in the very early days before it changed names to Live person. Useful to watch people com and go but I only ever spent long periods answering questions in detail never to get a sale. If they need to ask questions your info may need some work. Now I don't have but I have revised info and text i am selling about 15 times more than I was then.

[Chndru]

Make it as easy as possible for people to buy from you.

Well said, bakedjake. You wont believe, how many sites are making it hard for people to buy stuff from them.

[gibbon]

live chat does work as a supplement to your other contact methods

live chat + email + telephone + fax(yes really) covers all bases and gives you the full opportunity to sell

we get a subsantial a day on live chat and people @ work really like it as they can chat @ work without getting told off by their boss. This comm type fits that niche well