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What’s missing from customer service live chat?


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Chat with your customers on your web site? I do. What's missing from the experience? This is my list.

Published in: Business, Technology
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What’s missing from customer service live chat?

  1. 1. What’s Missing From Customer Service Live Chat? Phil Wolff @evanwolf Tuesday, November 12, 13
  2. 2. Quora asked... • “I have seen many businesses having live chat widget on their websites. • “There are few hundreds or may be thousands of such products available on online market. Various companies have looked to add something new to their live chat software. Some do it intelligently while some do not. I think we have reached a limit where there is nothing that can be added to live chat which can bring value to it and solve pain of the business owners. On the other hand all my logic will go in vain if some idea guru comes up with an innovation that can lead business into a successful one. If you were that guru what would you like to add in a live chat software?” – Tuesday, November 12, 13
  3. 3. Q. What’s missing? Tuesday, November 12, 13
  4. 4. • Let me see Video the person I'm talking to • The promise of dedicated attention vs multitasking Tuesday, November 12, 13
  5. 5. Tour • Let the visitor give up control of this browser session so the customer service rep can take you to a specific webpage Tuesday, November 12, 13
  6. 6. Demo • Let me show you my product within a chat session. Slides, art, video, simulations, gameplay, etc. Tuesday, November 12, 13
  7. 7. Audio • Let's throttle up from text to audio to video chat as the need arises in the same session Tuesday, November 12, 13
  8. 8. Persistence • Don't let the chat expire if you can renew the conversation later and preserve the history of our chat Tuesday, November 12, 13
  9. 9. Accurate presence • Don't just indicate if someone is available to take your chat call now • Show when a person will be coming back or how long the wait will be Tuesday, November 12, 13
  10. 10. RSVP • Let the visitor make an appointment for a chat Tuesday, November 12, 13
  11. 11. Group shopping • Support two or more friends on different computers in one chat room at the same time • Tuesday, November 12, 13 When you want the advice or support of your friends or family
  12. 12. Chat without staff • Let other visitors to a product page talk to each other about the product without needing a customer service rep in the room Tuesday, November 12, 13
  13. 13. Continue on another device Start the new desktop and need to jump to your mobile so you can continue the conversation in another room or on the road Tuesday, November 12, 13
  14. 14. Support screen readers • Help the visually impaired Tuesday, November 12, 13
  15. 15. Upload screenshots • Useful for troubleshooting websites and applications Tuesday, November 12, 13
  16. 16. Real-time translation • Support relay services for interpreting sign languages or other spoken languages Tuesday, November 12, 13
  17. 17. Profile the rep • Show a short bio and avatar to better humanize your agent • You’re talking with Mary in St. Louis where the sky is overcast, in the 60s Tuesday, November 12, 13
  18. 18. Mobile friendly • Many of the live chat apps don't work in mobile browsers • Fix that! Tuesday, November 12, 13
  19. 19. Transcript by mail Offer to send a copy of the chat to the visitor's inbox, including links and, especially for audio and video chat, the text of what you said to each other Tuesday, November 12, 13
  20. 20. Automatic themes • Adjust the chat box's theme to match that of the site's CSS so it stays consistent even when the main site's design changes Tuesday, November 12, 13
  21. 21. Outside the box • Let the conversation happen anywhere on a web page, not just in a popup window or a dedicated region Tuesday, November 12, 13
  22. 22. Not a box • Try another shape or flow • Receding text on a Star Wars game store like the opening intro Tuesday, November 12, 13
  23. 23. Hold music Tuesday, November 12, 13 Offer the option to listen to Muzak when an operator steps away to research a question or you're waiting for the next available representative
  24. 24. Phil Wolff bio cv blog contact Tuesday, November 12, 13 @evanwolf @LetMyDataGo +1.510.343.5664