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eCommerce Update: Live Chat Software
By Julie Gerstein
Jan 16, 2006, 15:00
Ecommerce businesses are constantly looking for ways to improve sales, and many virtual retailers are hoping that new live-chat software will help them close the deal more often.
The software allows businesses to approach customers over the Internet and offer live one-on-one sales help and advice. Now, rather than waiting for customers to fill out support forms or correspond via email, businesses using the software will be able to detect customers' presence online and initiate conversation.
How does it work? The technology functions similarly to instant messenger, but doesn't require that customers download any particular software to use it. Live chat software providers, such as Livehelper, Velaro, and LiveChatNow, offer monthly contracts, ranging in price from $19.99 (LiveChatNow) to $85 (Livehelper). Businesses are charged according to the number of “operator” units they would like to set up and costs vary widely so it pays to do your research. Adding operators can cost between $30 and upwards of a thousand dollars.
Businesses that have already implemented live chat software recommend that it be used only with site visitors that stay for longer than five minutes, or those who click deeper into the site's content. In other words, not every hit requires or desires live chat attention, but those who stick around may benefit from the individual attention. It may not work for all potential customers--some undoubtedly prefer online shopping because of the lack of sales contacts--but for some, live chats may be the difference between purchasing items and clicking off the site.
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