Welcome to NextBee media’s online marketing brownbag. We have created this short video as a webinar for businesses in our community that use our software platform for their word of mouth marketing campaigns. We hope everyone involved in the online marketing field finds this introduction helpful. If you have any questions about the content covered in this session or would like to know more about NextBee media and how we can help you get the most from your word of mouth campaigns, then please, feel free to call us at 415 738 8290 or visit us at NextBee.com.
In this presentation we will look at live chat , the resources required, along with the execution details, tips, and additional considerations for running this feature.
Introduction to live chat Live chat is a growing form of customer service, support, and sales service which is helping many online companies close more sales, boost their online business, and create more and more satisfied customers. Live chat is a software service which allows visitors to chat with a real, live person before or after their purchase.
Cost and timeframe Different companies offer this software at various prices, depending on the features required, but a basic service might cost in the range of $30 per month. Live chat software is very easy and simple to install but answering the customers' requests requires a full time commitment.
Execution details What is most important when you decide whether or not to implement a live chat feature to your ecommerce business is to make sure that you have the time and resources to dedicate to the full customer service that live chat offers. Employees who are responding to your customers should always be provided with all the resources needed to accurately and completely answer any questions that might arise.
Tips When responding to potential clients, you must follow professional etiquettes. It is recommended that live chat should only be featured on certain pages, such as a customer service page, or on a checkout page. You can always set up hours for chat services availability, or invite customers to leave a message and time when you will be available for a chat.
Additional considerations One way you can end a call with a long-winded customer is by cross-selling or up selling to them. Of course, all questions should be answered in full, but when the conversation turns away from business this is a good technique to end it.
We hope this video has answered key questions you have in mind. Incase you have further questions then please visit us at NextBee.com.
<ul><li>Introduction to live chat </li></ul><ul><li>Cost and timeframe </li></ul><ul><li>Execution details </li></ul><ul><li>Tips </li></ul><ul><li>Additional considerations </li></ul>Outline
<ul><li>Growing form of customer service, support, and sales service </li></ul><ul><li>Software service which allows visitors to chat with a real, live person before or after their purchase </li></ul>Introduction to live chat
<ul><li>Software available at different prices </li></ul><ul><li>Easy to install and set up </li></ul><ul><li>Time commitment required to attend to customers </li></ul>Cost and timeframe
<ul><li>Make sure that time and resources are available in order to implement chat service </li></ul><ul><li>Provide the employees who manage chat, with complete and accurate answers to the most likely questions of the customer </li></ul>Execution details
<ul><li>Maintain chat etiquettes </li></ul><ul><li>Feature live chat on main page </li></ul><ul><li>Set up hours in case you cannot provide 24/7 chat service </li></ul>Tips
<ul><li>Up sell or Cross sell </li></ul>Additional considerations