Computers, PC Parts and Accessories

At JBO Solutions you may have noticed that we utilise a live chat facility. Simply visit out store and look for the icon in top left corner that looks like this:

Live chat or Live support allows you to contact one of our representatives in real time with minimum hassle. People choose to use live chat for many reasons - perhaps they have a simple product question that they need answering that simply doesn’t warrant making a phone call although does requires an immediate answer that emailing would take too long a response time or, perhaps, phoning is not convenient due to work commitments etc.

The way it works is simple. A user clicks the request for live support then inputs their details. an instant message window opens. The text written by the JBO Solutions operator and the user is displayed.

So here is an example of the type of live support request we get:

Mr Bloggs wants to order a TFT monitor on a next day delivery. He knows that the standard cut off time is 1pm and the time is 1:10. He needs a quick answer as to whether this is possible.

Clicking the live support button a new window pops up asking him to enter his name and question. Within a few seconds a member of the JBO Solutions team asks how they can help. Of course, as JBO Solutions are known for their excellent customer service, delivering the TFT monitor on a next day delivery is not a problem. The chat is ended and the customer places their order.

Live support or Live chats are not only suitable for a retail store like ours. There are many applications where a live chat facility can be used. In fact any site that has regular visitors could benefit from this.

So what happens at our end?……….

Well we have a console that we can access either by going to a web site or a standalone version that can be downloaded. We can then see who is on the site in real time, where they have come from and what they are looking at. We can tell which part of the work they are from and how long they have been looking at individual pages. This function of the live support in itself is well worth the $99 a year this costs to run.

If the operator of the live chat facility is not logged into the live support interface then rather than the message show in the above illustration you get:

Here you are able to leave an email message that will be received on the next log on.

The great thing about the live chat is you can have many people chatting at the same time. You can set up departments to communicate between staff and you can customise your messages and layout with a simple click of a few buttons.

One final point that should sway any website owner to use this Live Support facility is the ability to invite your website users to a chat. If you can see that someone is struggling on your site or perhaps clicking in the contact button to send you an email you can manually call them up using the live chat facility. All you do is simply click on the person you want to speak with. This then pops up a window on their screen inviting them to chat with you. of course they can then choose to accept the live support invitation or decline it.

If you are interested in a live chat facility like this for your site then CLICK HERE

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This entry was posted on Wednesday, November 7th, 2007 at 3:21 pm and is filed under About JBO Solutions, Products Reviews and Information. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.