Wednesday, October 14, 2009

Providing Quality Service

With technology improving daily, most customers making online purchases assume the answers to their questions can be found on the company's website, eliminating the need for a phone call. Businesses may choose to provide this support with a live chat support program, a help desk program, or some other means of communication software.

A website operating with support software offers the viewer the most commonly asked questions, along with their answers. They typically provide a search field that will allow the customer to browse the knowledge bank by keywords.

Automatic chat effectively reduces a business's need for extra help desk employees. The software is queued with questions that are most frequently asked regarding their products and services. When the customer asks for assistance, the chat program can analyze the question and provide access to the correct page.

A help desk program provides advanced knowledge location features that will help reduce the number of results in a given search. Those not familiar with using the Internet can become overwhelmed when they cannot locate the answer to their problem. A help desk can ask more questions to the user to gain a better sense of the information they are seeking, and provide them with the correct answer.

It is important to keep the information stored in your live support software updated and easy to read. Avoid jargon that the customer may not understand. This will allow you to better assist your customer, and could raise your conversation rates.

A common factor that will reduce the amount of customers that purchase from your website is inadequate information. By incorporating a help desk or automated chat program into your business, you can increase your customer-base, as well as have them coming back to purchase again. One final thought is to consider outsourcing live chat support to professional providers like and let them do the customer service for you as their website suggests. That way, you can be assured of quality service in the comfort of your own business.

No comments:

Post a Comment