customer service improvements because of live chat?

Hi

We have been using live chat for the past 8 months with great success

Our phone staff can speak on the phone and manage live chat at the same time!

The web chat button is on our home page also under your visit and is also embedded on other pages when we have promoted a specific project – we have access to our CMS so can add and remove the button as required  

We are online using web chat to answer questions during normal office hours – outside of that time the question is just emailed to us so we still get to reply to the query

We open our online sales for priority bookers 3 times a year at midnight and use live chat to offer technical support to our customers which is also hugely successful

Web chat is so easy to use and much less formal than an email so much quicker to reply to

Everyone who contacts us through web chat loves it!

Hope this helps  

Donna

rom: Tessitura Customer Service Forum [mailto:forums-cust.serv@tessituranetwork.com] On Behalf Of Jonathan Dickey
Sent: Thursday 15 March 2012 04:26
To: Donna Marsh
Subject: Re: [Tessitura Customer Service Forum] customer service improvements because of live chat?

Mary,

 Since no one has replied here, I am wondering if you went ahead anyway, and if so how it went? 

Thanks!

Jonathan

Hi there,

I posted this in the Ticketing Forum but maybe it belongs in the Customer Service forum...

Do any of you offer a live chat feature on your website?  If so, would you mind answering a few questions:

1) Where is the option presented? On problematic transactional pages, login page, a permanent menu item, etc?

2) How many chats per day do you handle?

3) What are the hours of operation? 

4) Has having live chat cut down on the number of calls from frustrated or confused web patrons?

Any other helpful hints or lessons learned?

Thanks!
Mary

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Customer Service Forum. You may reply to this message to post to the Customer Service forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!

Hi

We have been using live chat for the past 8 months with great success

Our phone staff can speak on the phone and manage live chat at the same time!

The web chat button is on our home page also under your visit and is also embedded on other pages when we have promoted a specific project – we have access to our CMS so can add and remove the button as required  

We are online using web chat to answer questions during normal office hours – outside of that time the question is just emailed to us so we still get to reply to the query

We open our online sales for priority bookers 3 times a year at midnight and use live chat to offer technical support to our customers which is also hugely successful

Web chat is so easy to use and much less formal than an email so much quicker to reply to

Everyone who contacts us through web chat loves it!

Hope this helps  

Donna

rom: Tessitura Customer Service Forum [mailto:forums-cust.serv@tessituranetwork.com] On Behalf Of Jonathan Dickey
Sent: Thursday 15 March 2012 04:26
To: Donna Marsh
Subject: Re: [Tessitura Customer Service Forum] customer service improvements because of live chat?

Mary,

 Since no one has replied here, I am wondering if you went ahead anyway, and if so how it went? 

Thanks!

Jonathan

Hi there,

I posted this in the Ticketing Forum but maybe it belongs in the Customer Service forum...

Do any of you offer a live chat feature on your website?  If so, would you mind answering a few questions:

1) Where is the option presented? On problematic transactional pages, login page, a permanent menu item, etc?

2) How many chats per day do you handle?

3) What are the hours of operation? 

4) Has having live chat cut down on the number of calls from frustrated or confused web patrons?

Any other helpful hints or lessons learned?

Thanks!
Mary

This message was sent automatically to you by www.tessituranetwork.com because you subscribed to the Tessitura Customer Service Forum. You may reply to this message to post to the Customer Service forum or visit the site to search, read and post to the forums. In the interest of keeping the forum posts from becoming cluttered, we encourage you to delete previous message text from your reply before sending. Thank you!