Talk to Me and You Win My Loyalty
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When I chose my web hosting, I had it narrowed down to about three companies. They all had similar pricing and features. The host I chose in the end, though, had a live support chat function on their site that enabled me to connect with a representative with one simple click. Within seconds I was chatting with a live person who was able to answer all of my questions. I’ve used this feature multiple times since and love getting fast answers from a real person without having to tie up my phone line or wait on hold for a long time.
I think the idea that someone was there for me in the middle of the night (and it was indeed the middle of the night on a Saturday) was what made me choose my current hosting company. I clicked a picture and in no time I was chatting with someone who had all the answers I needed at their fingertips.
Take it from me; customers LOVE this kind of feature! There are several software choices if you want to add something like this to your website, but one of the easiest is called LiveHuman. It’s host-based and as simple as adding one line of HTML to your site.
After you install the code, there will be a picture on your site that lets your users know if you are online or not. By clicking on the image when you are online, your visitors can chat with you in real-time and all conversations are saved for up to two months. Plus, you can monitor all of your site traffic from within the control panel. It’s like getting instant stats.
Customer service is something that runs hot or cold online. Customers want it, but all too many companies have their help links and phone numbers buried so deep you can not find them. I feel helpless at half the sites I visit. A live chat feature is one of my favorite things about the top ten sites I purchase from. All of my favorites use this feature.
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