The wait is finally over.
You now can become a fan of www.AndrewDavidBaron.com on Facebook! You’ll be able to get new perspectives on Live Chat Software, LiveChatAgent, and ClickToTalk technology and how they integrate and contextualize into contemporary Social Media. The future of Social Networking is here!
Just use the Facebook Fan box in the Widget Bar to the right of this post.
Tags: 24/7 live chat, 24/7 online support, andrew david baron, andrewdavidbaron.com, blog, blogger, click to talk, clicktotalk, Customer Service, Facebook, facebook fan page, facebook page, iclicktotalk, Live Chat, live chat technology, livechat, livechatagent, online customer service, online support, Social Media Posts, social networking, website functionality, wordpress
Posted in: ClickToTalk Technology, Facebook, Social Media Posts, Website Updates |
Imagine calling a business on the phone and you’re instantly put into an automated phone system. They usually give you a list of options that always takes forever to go through. Or my personal favorite, it allows you to say where you want to go, only to ask you if you meant something else. And of course, luck would have it and it would transfer you to the wrong extension and your blood pressure rises rapidly. Even if you press “0″ or say “Operator”, you’re still put on hold…but again, somehow in someway, something usually doesn’t go right. The reason why? It’s automated and you cannot reason with a bunch of circuits.
Now think of the complete antithesis.
You call a different business and to your surprise an actual person answers the phone. They say hello. You say hello. They ask you, how can they help. You respond, with your intended goal of ascertaining information on a product or a service that they offer. You get what you are looking for. You say thank you. They say thank you. In a nutshell, you’re having a conversation, a real conversation between two living and breathing human beings.
The odds are that the person that went through the automated system may or may not have gotten the information that they were looking for and therefore may or may not use that service or buy that product in the future. While the other person whose call got answered by a real person will more likely have gotten the information needed in a shorter amount of time and will more likely do business with that company.
The key is to have a reliable instant contact solution.
Now make the metaphorical leap with me from making a phone call to logging onto a website. In my eyes, there isn’t a single ounce of difference besides the fact they are two different types of contact points. The result is the same.
When you log onto a website, you don’t want to wander around looking for the correct content. The content should come to you organically, and not from automated means. Just like calling a phone number, when logging onto a site you want to speak to or live chat with a real person that is knowledgeable. You want to efficiently get the content and then get off the site. No one wants to waste their own time meandering about.
Websites that have a 24/7 live chat agent are much more likely to convert a site visitor into a lead or sale. Without the agent there a website is just like an answering machine; automated and void of humanity.
Tags: 24/7 live chat, 24/7 online support, click to talk, clicktotalk, Customer Service, iclicktotalk, instant messenger services, Live Chat, live chat technology, livechat, livechat services, livechatagent, online customer service, online support, realtime live chat, SEM, SEO, Social Media Posts, website functionality, website innovation
Posted in: ClickToTalk Technology, Customer Service, Lead Conversion, Live Chat, online customer service, SEO / SEM, Site Abandonment Rate, Social Media Posts |
LiveChatAgent Version 5.2 Released:
LiveChatAgent Version 5.2 is now available.
What’s new, you say? Well…there are 2 main new features. In addition there are a number of performance improvements and bug fixes:
1. Remote Control
Our LiveChat software can now offer your visitors the option of a full desktop-sharing remote control session during a chat session. If the visitor accepts the remote control invitation, you will be able to see and control the visitor’s desktop. The visitor can watch what you are doing and use the mouse & keyboard also. Remote Control can be used to help visitors complete checkout pages, or for any sort of PC remote support. Remote Control is an optional add-on for all versions of LiveChatAgent. Please contact me if you would like to know more about the Remote Control option.
2. Salesforce Integration
Finally, at long last, you can now add visitors from LiveChatAgent to your Salesforce CRM system. You can also add chat transcripts & call-backs to new or existing contacts. Salesforce Integration is available as standard with our LiveChatAgent solutions.
There is a Silverlight version of LiveChatAgent that is currently being worked on. This will work in or out of browser on all Silverlight platforms. (Windows, Mac, Linux, Mobile etc)
Tags: 24/7 live chat, 24/7 online support, click to talk, clicktotalk, Customer Service, iclicktotalk, Live Chat, live chat technology, livechat, livechatagent, livechatagent software update, online customer service, online support, salesforce, salesforce crm integration, salesforce integration, software update, technology, website functionality, website update
Posted in: CRM Integration, Customer Service, Lead Conversion, online customer service, Website Updates |
Paid Advertising Will Get Visitors To Your Website’s Door, But Who Is There Online To Greet Them, 24/7/365?
Paid Advertising, in all it’s guises (PPC, PPI, SEO, SEM), can get you to the front door…but when the customer rings the door bell…who’se going to answer and invite them in?
Meaning, all the ads and pay per clicking and SEM can be great and all, but if there isn’t a REAL live person monitoring that website 24/7/365 your site abandonment rate will continue to be sky high. I don’t care what kind of content is on the site. With the proper use of a 24/7 live chat agent, visitors can get on your site…get the information they need…and then get off.
Rule #1: No one wants to be on a website for longer than 5 minutes, unless they are on a site for Breaking News, XXX, etc. When it comes to gathering information like a new car or house paint, many businesses struggle with the cancer and scourge of site abandonment. The cure is having the right live chat technology on the site that is monitored 24 hours a day by a staff that is trained to answer just like you would answer when you are at work.
Here’s a little bit of reality. You have to figure that most people don’t visit a business’ website during the day, until they get home from work. Sometimes it’s even later than that, like after dinner time. By that time, most businesses have already closed for the evening and no one can even answer the telephone if someone calls in with questions.
So it becomes this sick rat race for some people to try to cut out sometime to fit their busy lives into the dealership’s schedule. That is a ridiculous way of doing business.
With 24/7 coverage on your site, you gain the upper hand of having the unique ability to interact with visitors at literally, the point of sale. But wait, it gets better.
Ever heard of ClickToTalk?
ClickToTalk technology enables the end user to bridge a direct phone conversation with the business via the website. Now having ClickToTalk technology is great and all, but afterhours if no one is there to answer that it’s pointless to have it in the first place. However, if you had agents answering the calls that come in afterhours, they can be transcribed and emailed to any recipient.
So you see, doing the proper follow through is imperative with your site’s visitors, in the daytime and even more importantly, afterhours!
Tags: 24/7 live chat, 24/7 online support, click to talk, clicktotalk, iclicktotalk, internet technology, Live Chat, livechat, livechatagent, online advertising, online customer service, online support, pay per click, pay per click advertising, PPC, SEM, SEO, Site Abandonment Rate, Social Media Posts, social networking, website functionality
Posted in: ClickToTalk Technology, Customer Service, Lead Conversion, Live Chat, SEO / SEM, Site Abandonment Rate, Social Media Posts |