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customer service improvements because of live chat?

Former Member
Former Member $organization

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

Parents
  • $organization
    1024x768 Clean false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4

    Donna – sorry I can’t tell on the list serve, what organization are you with? I’d love to take a look at the website.

    Thanks

    Jen

     

    From: Tessitura Customer Service Forum [mailto:forums-cust.serv@tessituranetwork.com] On Behalf Of Donna Marsh
    Sent: Thursday, March 15, 2012 5:31 AM
    To: Jen Buzzell
    Subject: RE: [Tessitura Customer Service Forum] 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

    From: Mary Mueller <bounce-marymueller2568@tessituranetwork.com>
    Sent: 9/21/2010 1:29:41 PM

    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!

     

             

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    Please note that Glyndebourne Productions Ltd may monitor email traffic data and also the content of email for the purposes of security and staff training

     

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    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!

Reply
  • $organization
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    Donna – sorry I can’t tell on the list serve, what organization are you with? I’d love to take a look at the website.

    Thanks

    Jen

     

    From: Tessitura Customer Service Forum [mailto:forums-cust.serv@tessituranetwork.com] On Behalf Of Donna Marsh
    Sent: Thursday, March 15, 2012 5:31 AM
    To: Jen Buzzell
    Subject: RE: [Tessitura Customer Service Forum] 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

    From: Mary Mueller <bounce-marymueller2568@tessituranetwork.com>
    Sent: 9/21/2010 1:29:41 PM

    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!

     

             

    Please don't print this email unless you really need to.

     

    Glyndebourne Productions Ltd is a charity, registered number 243877

     

    Glyndebourne Productions Ltd is a limited company registered in England and Wales.

    Registered number: 00358266. Registered office: Glyndebourne, LEWES, East Sussex BN8 5UU

     

    Please note that Glyndebourne Productions Ltd may monitor email traffic data and also the content of email for the purposes of security and staff training

     

    This message contains confidential information and is for the intended recipients only. If you are not an intended recipient you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.

     

     

    This email message has been delivered safely and archived online by Mimecast.
    For more information please visit http://www.mimecast.com




    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!

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