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Instant Messaging Customer Service?

Othe than LivePerson, who can you recommend?

     
7:28 pm on Jun 25, 2002 (gmt 0)

10+ Year Member



Othe than LivePerson, who can you recommend?

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

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

WebmasterWorld Senior Member 10+ Year Member



You are looking for a way to message customers?
7:48 pm on Jun 25, 2002 (gmt 0)

10+ Year Member



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...

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

10+ Year Member



How much did they quote you? We can get it for as little as $100/month.
12:07 am on Jun 26, 2002 (gmt 0)

10+ Year Member



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....

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

WebmasterWorld Senior Member txbakers is a WebmasterWorld Top Contributor of All Time 10+ Year Member



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

WebmasterWorld Senior Member chiyo is a WebmasterWorld Top Contributor of All Time 10+ Year Member



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

10+ Year Member



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.

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

WebmasterWorld Senior Member txbakers is a WebmasterWorld Top Contributor of All Time 10+ Year Member



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

WebmasterWorld Senior Member 10+ Year Member



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.

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

10+ Year Member



Could you email those to me?
4:57 pm on Jun 28, 2002 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



bossmanty check your sikcy mail
I think its at top of page.
Mark
6:27 pm on Jun 28, 2002 (gmt 0)

WebmasterWorld Senior Member chiyo is a WebmasterWorld Top Contributor of All Time 10+ Year Member



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

WebmasterWorld Senior Member 10+ Year Member



>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 :-)

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

WebmasterWorld Senior Member txbakers is a WebmasterWorld Top Contributor of All Time 10+ Year Member



Mark: I'd like the link to the call me solution as well. Can you please sticky it to me?
3:34 am on Jun 30, 2002 (gmt 0)

WebmasterWorld Senior Member chiyo is a WebmasterWorld Top Contributor of All Time 10+ Year Member



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.

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

WebmasterWorld Senior Member 10+ Year Member



>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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