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Keensurfer
Joined: Nov 05, 1999
# Posts: 885
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Posted: 2007-Aug-16 02:59
Has anyone found online chat to measurably increase online sales? Would like to hear your experiences.
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klzimmer
Joined: Dec 21, 2006
# Posts: 9
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Posted: 2007-Sep-07 09:57
Not an actual experience, but is currently under test. Someone i know has this idea that if people can see the products live on cam and can chat with the store clerk live it may definitely encourage a boost in sales.
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mj1256
Staff
Joined: Jun 05, 2006
# Posts: 983
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Posted: 2007-Sep-08 05:33
I have experiece with this. If you keep it manned it will work well. The problem comes that when users find their is no one on the your end to answer their questions they figure its a dead, inactive site. If you can cover it 24/7 it will work. But it can generate more of a cost to you if their aren't enough sales to cover the cost of the personel.
keep track of the usage and costs
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scanverify
Joined: Nov 26, 2007
# Posts: 3
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Posted: 2007-Nov-27 01:22
can anyone recommend a nice free script for a live chat?
serge
[ Message was edited by: OAC 11/26/2007 08:43 pm ]
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evuam
Joined: Apr 27, 2008
# Posts: 2
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Posted: 2008-Apr-27 22:54
we use AIM and soon will use MSN messenger for customer service. You can just list the contact info on the homepage..simple as that. This works well, until your traffic starts spiking...which we've noticed recently. It would be best to get some type of customer script sort of like Google adwords/analytics "LiveChat" feature.
The problem, as someone above mentioned is keeping it manned...But I believe when our site is able to communicate to our customers while they are on the fence about a purchase, you can usually reiterate your shipping policies and return policies to help them decide to buy. It also adds a personal touch, which is great from a sales/cut.serv. perspective.
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Quadrille
Joined: Nov 15, 2000
# Posts: 1064
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Posted: 2008-Apr-28 00:15
You'd also need to be selling something with a significant profit - you won't get far spending 20 minutes discussing a $10 CD!
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