Web Chat for Customer Service

David Pocock Enterprise
Head of Future & Innovation at Telefonica UK Ltd

07 January 2005 11:24am

I'm looking for some white papers and statistics on the use of web chat in Customer Service environments - any details on good sources would be appreciated.

tnx

David
Matthew Tod Enterprise
CEO at Logan Tod & Co.

07 January 2005 16:09pm

Hi David,

We have been looking into this also, but more from a solutions point of view. Some good content at http://www.instantservice.com/solutions/support.html and http://www.instantservice.com/solutions/sales.html

We like their solution very much, and some of the stories are very interesting - well worth talking to. We also have some experience of Liverperson and they hand out a Forrester paper at http://www.liveperson.com/

If you want to have a chat, do call. Hope this helps

Matthew
Matthew TodLogan Tod & Co Email: Website: www.logantod.comTelephone: 020 7717 8447Mobile: 07961 042870Skype: matthew.tod
David Pocock Enterprise
Head of Future & Innovation at Telefonica UK Ltd

07 January 2005 16:36pm

Mattew tnx

I agree some good info. I'll call next week if that's OK. I'm really keen to talk to someone who has actual expereince of running a Web chat team.

On 16:09:26 7 January 2005 matthew_tod@logantod.com wrote:

Hi David,

We have been looking into this also, but more from a solutions point of view. Some good content at http://www.instantservice.com/solutions/support.html and http://www.instantservice.com/solutions/sales.html

We like their solution very much, and some of the stories are very interesting - well worth talking to. We also have some experience of Liverperson and they hand out a Forrester paper at http://www.liveperson.com/

If you want to have a chat, do call. Hope this helps

Matthew
Matthew TodLogan Tod & Co Email: Website: www.logantod.comTelephone: 020 7717 8447Mobile: 07961 042870Skype: matthew.tod
Garry Davis Gold
Director at Grow Digital Marketing

12 January 2005 14:52pm

Hi David

You may find some at http://www.rightnowtech.com/ but i think you have to register. We have used chat for technical support for the last 6 months and have seen customers asking questions about products on numerous occasions as part of the buying decision.

Garry

Head of eChannel (www.demon.net , www.thus.net)

On 11:24:11 7 January 2005 DavidPocock wrote:

I’m looking for some white papers and statistics on the use of web chat in Customer Service environments - any details on good sources would be appreciated.

tnx

David
David Pocock Enterprise
Head of Future & Innovation at Telefonica UK Ltd

12 January 2005 18:24pm

Gary

tnx

Would you be prepared to share your technical support teams' experience of running web chat ? For e.g.

how many people in the team, time to deal with a chat , issues with training agents to use chat ,category of contacts, do the agents handle just chat or email and voice as well etc.

David

Head of Self Care,O2

On 14:52:49 12 January 2005 eChannel wrote:

Hi David

You may find some at http://www.rightnowtech.com/ but i think you have to register. We have used chat for technical support for the last 6 months and have seen customers asking questions about products on numerous occasions as part of the buying decision.

Garry

Head of eChannel (www.demon.net , www.thus.net)

On 11:24:11 7 January 2005 DavidPocock wrote:

I’m looking for some white papers and statistics on the use of web chat in Customer Service environments - any details on good sources would be appreciated.

tnx

David
Garry Davis Gold
Director at Grow Digital Marketing

17 January 2005 12:37pm

Hi David

Sent you an email last week not sure if you got it?

Garry

On 18:24:42 12 January 2005 DavidPocock wrote:

Gary

tnx

Would you be prepared to share your technical support teams’ experience of running web chat ? For e.g.

how many people in the team, time to deal with a chat , issues with training agents to use chat ,category of contacts, do the agents handle just chat or email and voice as well etc.

David

Head of Self Care,O2

On 14:52:49 12 January 2005 eChannel wrote:

Hi David

You may find some at http://www.rightnowtech.com/ but i think you have to register. We have used chat for technical support for the last 6 months and have seen customers asking questions about products on numerous occasions as part of the buying decision.

Garry

Head of eChannel (www.demon.net , www.thus.net)

On 11:24:11 7 January 2005 DavidPocock wrote:

I’m looking for some white papers and statistics on the use of web chat in Customer Service environments - any details on good sources would be appreciated.

tnx

David
James Glaysher
Head of Analytics at Razorfish

20 January 2005 14:18pm

Cosmocom.com are an IP based contact centre company. One of their solutions is a product called CosmoCall. When connected this turns your PC into a chat client.

Although there is no White Paper that directly refers to 'chat', Cosmocom helpfully place all of their White Papers here: www.cosmocom.com/Resources/Library.htm.

I have spent some time researching this area for my role as Client Service Manager at www.mercerHR.com. We have yet to implement chat ourselves and have gone down an outsourcing route but I would be interested in any stats you unearth. The majority of contact from visitors to our site is business related and untechnical in nature and therefore a 'human' response is often more desirable.

Regards

James Glaysher
www.mercerHR.com
Debbie Goff
iRadeon

16 January 2007 21:52pm

We have 5 operators on our live support system, but no one is dedicated to it full time. Time depends on whether it is a support issue or a sales issue. Support issues typically take longer as sales are usually very quick questions. All of our operators also take these types of questions over the phone so training was a simple matter of learning the software, which took very little time. Operators handle calls, email, and online support.
Online support is nice because they can do more than one thing at a time, and in terms of converting sales it is an extremely useful tool.
We've just started using Shine Live Help and have had good experiences so far. www.sourceforge.org/projects/shinelivehelp
On 18:24:42 12 January 2005 DavidPocock wrote:

Gary

tnx

Would you be prepared to share your technical support teams' experience of running web chat ? For e.g.

how many people in the team, time to deal with a chat , issues with training agents to use chat ,category of contacts, do the agents handle just chat or email and voice as well etc.

David

Head of Self Care,O2

On 14:52:49 12 January 2005 eChannel wrote:

Hi David

You may find some at http://www.rightnowtech.com/ but i think you have to register. We have used chat for technical support for the last 6 months and have seen customers asking questions about products on numerous occasions as part of the buying decision.

Garry

Head of eChannel (www.demon.net , www.thus.net)

On 11:24:11 7 January 2005 DavidPocock wrote:

I’m looking for some white papers and statistics on the use of web chat in Customer Service environments - any details on good sources would be appreciated.

tnx

David
Mette Nohr Enterprise
Head of eBusiness at Bupa International

23 February 2007 10:50am

Hi there, We have been using LivePerson (liveperson.com) on our corporate website since 2002 with great success. On average we service between 30 and 40 customers and potential customers a day.

Our customers love the fact that they can get quick access to a real person. It's free and convenient.

LivePerson's website contains quite alot of whitepapers, a knowledgebase, customer stories, etc. You get an online administration module, where you can read your chat transcripts, see statistics of usage, set up new operators, design your chat window and many other cool services and features.

Mette Nøhr, Head of Web Department
International Health Insurance (www.ihi.com)