There is a large drop out rate of companies who sign up to Live Chat.Are they missing something?Not everybody visiting the site wants to chat.And you only need a few chats to extract valuable information.People dont know what the best way is to use this software.
It would seem that due to the manner in which this software has been sold (which has been with no real kind of “user guides”) , people’s expectations have been bloated upwards due to a lack of education as to how best to use the software, for what purpose , and therefore no real idea as how to gauge the effectiveness of the software.
When a product gets sold cheaply and in an inappropriately automated fashion , then there is no incentive for the supplier to issue user guides as it will entail more work for him.People therefore dont know how to use it properly and stop using it at all.
As technology advances with new generation chat software , these companies are realising its not just about random intervention, but more so a skilled and well timed intervention.This allows for rapport to be built. Matching the motives , is done by knowing at what point to intervene.The new generation software allows for more interactivity.Social networking sites and the subsequent desire for instant real time communication is another factor behind the move for companies to use it more.
Instant rapport can be built as the new technology gives you the ability to know when the site visitor is scrolling, typing, or using the mouse.This means you can time your interventions when you can see they are in a receptive space.
If the new technology is taken up properly the real benefits of Live Chat will be fulfilled.
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