Web Chat for Customer Service

I'm looking for some white papers and statistics on the use of web chat in Customer Service environments - any details on good sources would be appreciated.

tnx

David

Mattew tnx

I agree some good info.  I'll call next week if that's OK.  I'm really keen to talk to someone who has actual expereince of running a Web chat team. 

On 16:09:26 7 January 2005 matthew_tod@logantod.com wrote:

Hi David,

We have been looking into this also, but more from a solutions point of view. Some good content at http://www.instantservice.com/solutions/support.html  and http://www.instantservice.com/solutions/sales.html 

We like their solution very much, and some of the stories are very interesting - well worth talking to.  We also have some experience of  Liverperson and they hand out a Forrester paper at http://www.liveperson.com/

If you want to have a chat, do call. Hope this helps

Matthew

Matthew TodLogan Tod & Co  Email: matthew_tod@logantod.com Website: www.logantod.comTelephone: 020 7717 8447Mobile: 07961 042870Skype: matthew.tod

Gary

tnx

Would you be prepared to share your technical support teams' experience of running web chat ? For e.g.

how many people in the team, time to deal with a chat , issues with training agents to use chat ,category of contacts, do the agents handle just chat or email and voice as well etc.

David

Head of Self Care,O2

dave.pocock@o2.com

On 14:52:49 12 January 2005 eChannel wrote:

Hi David

You may find some at http://www.rightnowtech.com/ but i think you have to register. We have used chat for technical support for the last 6 months and have seen customers asking questions about products on numerous occasions as part of the buying decision.

Garry

Head of eChannel (www.demon.net , www.thus.net)

On 11:24:11 7 January 2005 DavidPocock wrote:

I’m looking for some white papers and statistics on the use of web chat in Customer Service environments - any details on good sources would be appreciated.

tnx

David

Cosmocom.com are an IP based contact centre company. One of their solutions is a product called CosmoCall. When connected this turns your PC into a chat client.

Although there is no White Paper that directly refers to 'chat', Cosmocom helpfully place all of their White Papers here: www.cosmocom.com/Resources/Library.htm.

I have spent some time researching this area for my role as Client Service Manager at www.mercerHR.com. We have yet to implement chat ourselves and have gone down an outsourcing route but I would be interested in any stats you unearth. The majority of contact from visitors to our site is business related and untechnical in nature and therefore a 'human' response is often more desirable.

Regards

James Glaysher
www.mercerHR.com

Hi there, We have been using LivePerson (liveperson.com) on our corporate website since 2002 with great success. On average we service between 30 and 40 customers and potential customers a day.

Our customers love the fact that they can get quick access to a real person. It's free and convenient.

LivePerson's website contains quite alot of whitepapers, a knowledgebase, customer stories, etc. You get an online administration module, where you can read your chat transcripts, see statistics of usage, set up new operators, design your chat window and many other cool services and features.

Mette Nøhr, Head of Web Department
International Health Insurance (www.ihi.com)