http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/ User submitted comments to Practical Ecommerce's article entitled Are 1-800 Numbers And Live Chat Important? en-us Copyright 2007 Confluence Publishing Wed, 20 Feb 2008 12:25:29 -0700 http://www.practicalecommerce.com/rss/ Practical Ecommerce v2.0.1 Ecommerce kmurdock@practicalecommerce.com bgetting@practicalecommerce.com 60 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment6763 Frank you number 1888-232-7792 is forwarding to someone's personal cell phone and not a priceshoppe representative. Is there another number to contact Priceshoppe.com? Wed, 20 Feb 2008 12:25:29 -0700 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment6763 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment4143 I agree with Pamela Hazelton. It is better to have the human technology on the other end as compared to a computer generated, automated answer. However, since I work for one of these companies, I can safely say that online customer support for people looking to buy and sell on the Internet is also a step in the right direction. I do know this for a fact that we can retain upto 90% on the people who visit our client websites which would have clicked away within two minutes otherwise. I think this service will definitely carve a niche for itself and has already captured attention of entrepreneurs. Betty www.liveadmins.com Mon, 19 Nov 2007 09:29:32 -0700 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment4143 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment548 In my own experience, a phone call answered by a human has a better chance of turning into a sale than an automated answer. Nearly half calls received after hours and during "all lines busy" times result in hangups. While it's not always feasible for a company to be 100% "human answering" any step made to bypass complete automation is likely to make customers feel more appreciated. If you're automated, I urge you to look at incoming stats. You'll likely find a high percentage of hang ups, and several will be followed with immediate dial backs - something many customers do thinking that maybe a human will be free to finally pick up the phone. If you have to go automated, do it right. There's a specific high-end company I call and they're menus are logical, and hold time is minimal. They get a great amount of my business on this factor alone. Tue, 27 Feb 2007 21:43:57 -0700 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment548 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment319 Thank you Mark, ladies and gentlemen the time has come for us as business owners, CEOs etc. to spend the extra buck to finally give the customer some good old fashioned customer service, a southern hello goes a long way, all the way to the top line. PS. Jeff what company do you work for? Fri, 16 Feb 2007 14:22:23 -0700 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment319 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment304 Dear Jeff, I would have to disagree with you on the point of customer knowing. Have you ever gone in to a best Buy or a Sears and watch the customer pick out a TV? They really don't know what they want. Brand loyalty went out years ago. And technology changes so rapidly, the average customer hasn't a clue. So they dial the 800# or click for live chat and start asking the questions. As for telling how the sales are when compared to an automated attendant: 1) Ask any retailer who employs the phone tree about their calls abandoned rate. They usually will start crying. They can tell you about the wonderful sales they get from their #800 and how great the phone banks are. But don't want to talk about all the calls that got away because the customer had to "press one for English." 2) Ask family or friends how often they hang up on the "Press nine for." After about the sixth choice, they head for the next retailer. People are burned out on automation. When they have... Thu, 15 Feb 2007 10:35:29 -0700 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment304 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment301 Dear Frank: Sales reps answering the phone is sometimes good. This depends on your product line and average sale. Your website sells electronics which are high ticket items. In addition, they are brand names and frequently the customer knows the which brand and model they would like from the start. In those cases, it reduces your phone time cost. It doesn't work for many others. In addition, many electronics salespeople are commision only, which really doesn't cost the company a dime. And even so for your business, which statistics and tests have you done to know that yours sales are "really high" compared with an automated attendent? Thu, 15 Feb 2007 09:01:12 -0700 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment301 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment300 A direct and fast way for a potential customer to contact an online retailer helps the puts the customer at ease, they trust you and know that you are there for them if they need it. At our company (Priceshoppe.com) our sales reps answer the phone directly without putting the customer through "press #1" and "2." It is a bit expenssive, but it really drives sales. Frank Dappah Priceshoppe.com (director of e-commerce) 1-888-232-7792 Thu, 15 Feb 2007 07:45:38 -0700 http://www.practicalecommerce.com/articles/418/Are-1-800-Numbers-And-Live-Chat-Important/#comment300