Sticky Note January 2008

Ensure Your Visitors Have a Positive Experience on Your Site

Chat provides an excellent opportunity for you to make a positive impression on your visitors, especially those in need of customer service. Surveys show that 85% of chatters rate the experience as extremely positive.

To ensure success, your agents should be as specific as possible when approaching visitors. For instance, “I can help you login” provides immediate relief to visitors having trouble accessing their accounts. And “I can help you return a product” resonates well with those encountering error messages on your Returns page. Such scenarios can easily be handled using business rules.

By proactively helping customers resolve problems before frustration sets in, you’ll help to ensure that your visitors’ online experience is a positive one.