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| | Post New Topic | | Future of Live Chat - What are the Possibilities? | Views: 784 | | May 15, 2008 1:36 am | | Future of Live Chat - What are the Possibilities? | # | 
Howard White | |
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It all started off with a need for Online Customer Support. Today it's live text chat - what will it be tomorrow? Or the day after?
Availability of Text Chat with a Live Chat Agent on websites is showing steady growth and, Forrester Research Inc. estimates, acceptance of Live Chat will grow to 59% of online buyers in 2007 when "chatting teens grow up". As Live Chat grows vertically, it will start expanding sideways and explore other linked technologies.
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As technology becomes more accessible to the public, Live Video Chat on websites for Online Customer Support may be the next stage to look at. Imagine going to a car dealer's website and a Live Chat Agent greets you with, "How may I help you?” You reply that you are looking for a used 2006 Nissan Altima. The live chat agent, with the click of a button, moves the camera to the actual place where the car is parked and while asking you for contact details so that a consultant can call you - zooms in on the tires so you can have a look at how used the tires are. |
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Live Voice Chat can be the next step in the expansion of technical possibilities in the area of Online Customer Support. Just as technologies like Voice Over IP (VOIP) become more common, Live Text Chat will naturally move towards the more technically advanced solution - Live Voice Chat. This is a technology that is being experimented with but has not surfaced because of bandwidth constraints. |
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Private Reply to Howard White | | May 18, 2008 4:23 pm | | re: Future of Live Chat - What are the Possibilities? | # | 
Chris Morgan | | Great topic Howard.
The wave of the internet is trying to meet with the most human need to get what they want now. We are a society who wants things instantaneously.
Live Video Chat I'm sure will be the next thing to get integrated. Live Cam Chat has been in existence for several years, but the results are usually mediocre.
With the wave of Social Networking, live chats that hundreds can join in on at the same time, has been useful, but the ability to see who you're chatting with while conversing with them would be the next best thing.
However, the cons to this type of technology is the fact that many still don't have the ability to participate in this type of venue.
Old Browser equals old computers. Small, small business owners on a very tight budget won't be able to utilize this type of technology. I'm sure it will require upgrading their computer graphics program to the type that can handle something similar to games. Which translates to buying a new more powerful computer with all the bells and whistles.
Toksee is offering this type of technology and then some. Ojeez is slowly gearing up to provide similar services. MySpace I'm sure is not far behind considering their partnership with another multi-million dollar company earlier this year. However, they are targeting members who have disposable cash each month to be able to pay the $50+ per month to use their systems.
Another con . . .
It would require a very large server to handle this type of technology. If they want the typical small business owner to utilize this type of technology, they would need to consider the added expense they would need to increase in order to use this technology.
This would be perfect for Big Business Corporations as they have the money to afford it.
Private Reply to Chris Morgan | | May 20, 2008 11:35 pm | | re: re: Future of Live Chat - What are the Possibilities? | # | 
Lukeither Willingham,MBA | | This is an interesting topic nontheless. I've heard that the problem with increase the bandwidth is running out of places for servers.
Private Reply to Lukeither Willingham,MBA | | Mar 05, 2009 8:00 pm | | re: re: Future of Live Chat - What are the Possibilities? | # |
Ron Morrell | | http://www.livechatagent.com provides 24/7 365 days a year live chat for any website, This is a real live person on your site answering sales chats or customer service 24/7 for only $250 a month and we do this for small business' everyday as well as larger corporations. Of course, larger corporation require a more hands on and customized solution which could not be completed for $250 a month.
Our concept for small business' (mom and pop stores) is you can’t call customers phones while they are on your site or get them to call you before they leave to the next site. If they are not going to call you, then you hope that they email you or fill out some type of request form for you to collect there information. This is not proactive approach at generating leads from a web site but a lot of webmasters and business owners tend think they need to just sit back and wait for the leads to come in, but others are looking for more proactive approach.
How the program works successfully for our clients is we provide you with a very inexpensive way to have agents sit on your site 24/7 inviting people to chat with them if they need help or have questions. The agents are given a basic FAQ from you ( About 10 questions ) But the goal of the chat is for the agent to collect the persons information or the information that you require and pass this along to your sales team to contact the customer back and close the deal. By approaching all your customers you will see a increase in leads and will find the program will tend to be more cost effective then PPC or works will with PPC or other marketing programs to try and get the clicks that you just paid for to convert into a lead once they make it to your site.
We are not a replacement for your "sales" team but a tool for them to gain more leads and help increase website browser conversions into leads.
Private Reply to Ron Morrell | | |
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