Hi!
We are currently exploring the idea of having a web chat on our website. We are hoping our Call Centre would eventually handle the communication with the patrons through this chat.
I’d like to hear if anyone else is currently using the web chat. How busy is the chat? How did you staff to handle the chat? Etc.
Please let me know if we could connect.
Thanks.
Jessica Klumperjklumper@stratfordfestival.ca
Hello Jessica,
We've been using Zendesk Chat/Zopim at The 5th Avenue Theatre for the last three years or so. It's been extremely useful to have to help troubleshoot guests having issues with the site, or even with general questions. We try to have at least one person from our Guest Services team logged in during our normal operating hours (M-F 10-6, Sat-Sun 12-5), but we log out if we are very busy with calls or box office visits. Chat tends to be busiest when we send out an offer, and when we have a show running. The person who takes care of more administrative Chat duties is out of the office, but I'd be happy to ask her to connect with you when she returns next week. I'm happy to help answer any questions, too.
Thank you,
Martha
mmckee@5thavenue.org / 5thavenue.org