For quite awhile now we have offered online chat from our website. A lot of our customers have asked us about our experience with offering chat support. They ask because they are concerened about adding chat to their website. They are worried about how much time it will take and whether or not they will get inundated with chat requests. In this post I’ll tell you about our experience with online chat as well as how we and some of our customers use ScreenSteps Live to improve the chat experience for our customers and support agents.
Is online chat worth it?
Yes! We added chat to our site over a year ago and it has definitely been worth it. I would say that over half of the chat requests we receive are actually pre-sales questions. Often someone just has a question about a feature, an integration or product licensing. By being able to answer their question instantly we have been able to close many sales that would have otherwise been delayed or abandoned. I have spoken with several other users of chat services and they report similar experiences. So, from a strictly monetary standpoint, chat makes a lot of sense.