Archive for live chat support
Feeling Chatty? It May Just Increase Sales
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If you’re not chatting with your visitors, you may be missing out on an opportunity to increase sales. Studies show that using live support software to engage visitors can increase conversion by up to 10 times. Live support software puts visitors in touch with human operators that can answer questions, address concerns during the purchase process and even guide product selection.
To what can this order of magnitude increase in conversion be attributed? Imagine looking around a large electronics store for a new HDTV. You’d like to know if a particular model is compatible with the rest of your home theater, but as you look around, you realize that there’s no one to ask: there aren’t any salespeople, and there aren’t any customers—the store is completely empty except for you and the electronics.
It’s easy to see why you’d quickly leave that store for another that has a team of friendly salespeople who’re ready to help. A site without live support software is like that empty store: left with only a product listing and no human contact, visitors must guide themselves over any conversion hurdles that arise, which translates into fewer sales. Live support helps visitors over these hurdles and builds trust, which translates into more sales.
Now that you’ve learned about the virtues of live support software, where can you get it? As it turns out, it’s available right here at Lunarpages! Jerrata Solutions, who’s hosted with us for years, offers DoChatter live support software for under $20/month. If you shop around, you’ll find that DoChatter is among the lowest-priced commercial live support solutions available.
Don’t let this fool you though – it’s also jam-packed with features, including:
-Unlimited operators
-Unlimited departments
-Unlimited canned responses that support full HTML (you can even embed YouTube videos so visitors can watch without leaving the chat)
-Proactively invite visitors to chat
-Configure DoChatter to automatically invite visitors to chat based upon time spent on site, number of pages browsed and/or chat history
-Identify, track and automatically invite returning visitors to chat
-Simultaneously chat with multiple visitors from a single 1-on-1 chat interface
-Prevent troublesome visitors from starting chats
Plus:
-Unlimited support (even so far as adding or removing features specifically for your site)
-30 day money back guarantee
-30 day free trial
Adding live support to your customer service tool belt benefits both you and your visitors. Your visitors receive the extra push that they need to clear any conversion hurdles, and they reward you with increased sales. Perhaps the only disadvantage to adding live support to your site is the realization that you could have had that many more sales if you’d only started sooner. Start your free 30 day trial of DoChatter today.
cPanel Makes Improvements to Support System
Posted by: | CommentsLast month, cPanel, maker of the industry’s leading web hosting control panel, announced that it would be making significant improvements to its technical support system. According to the late November announcement, the company has expanded support in three critical ways:
1. Making a new live chat feature available on the company website: www.cpanel.net
2. Revamping its online discussion forums and dispatching technical support experts to monitor them on a full-time basis.
3. Providing technical support 24/7 via phone.
Once upon a time, cPanel’s main outlet for technical support was its web-based ticket system. While efficient for the most part, this system was only available to customers during daytime business hours. As we all know, technical problems have no schedule and tend to arise at the most untimeliest of moments. That has all changed now as cPanel’s tremendous growth has forced the company to make drastic improvements in the support area.
Sean Richards, Technical Support Manager at cPanel, explained that because the software provider’s client base is growing so fast, expanding the technical support team only makes sense. He hinted that it is the only way to provide its customers with the around the clock assistance they deserve. Customers have also benefited from the increased size of cPanel’s technical support team. Richards said that by adding a number of talented technical experts and seasoned veterans, expanding support for migrations, bug review, and direct API issues has been much easier. He noted that enhanced support in many other keys will be critical for the upcoming year of 2010.
As we noted earlier, cPanel has also added live chat to its support system, a feature that can be accessed directly from the company website. This new feature allows any existing customers or prospects to reach the customer service team directly from their web browser. The staff provides immediate responds to matters concerning billing and sales questions in near real-time. The cPanel live chat feature is available during normal daytime business hours.
The online discussion forums have always been one of cPanel’s most popular support outlets. Even this channel has received a major overhaul. Richards commented that customers looking for help will find the layout of the new support forum far more useful. Among the enhancements is a designated area for users who would like to make feature requests, as well as improved access for mobile devices. According to Richards, PDA and smart phone users can experience these enhancements from their mobile devices by visiting the cpanel forum at http://m.forums.cpanel.net. In addition, an expert from the cPanel support team is now assigned to forums to address customer questions and concerns. cPanel is hoping this will help the community by speeding up the response time on technical issues.
While cPanel has made improvements, its around the clock support system is still not without flaw. The price for telephone support is based on a nominal fee per incident. Fortunately, this fee covers however many calls it takes to resolve the problem at hand.