Should you use online chat to answer questions? There are many ways to look at this question. Today many of the SM sites have build in chat capabilities, you can have the software build in to your web site, you can go with an IM system or even twitter.
When customer confusion is lessoned, feedback, give and take are going on with customers, a positive experience is gained. This can provide a win/win situation for both the company and the customer. Yet, while human interaction thru chat services provides a valuable purpose it also represents a very significant expense.
With that in mind you might want to consider a hybrid strategy which can blend human responses to automated ones. Things like frequently asked questions and site search capabilities can go a long way to helping the customer along this path. Positive online customer experiences must include a service support interaction that is built around the customer and treats them like humans at all times. It starts with a web strategy that embraces, encourages, sells and continues to satisfy the customer in their online experience. Customer support is an opportunity to ensure your companies direct connection with the customer on the front line. Make it a good one.
Larson note: Don’t do anything to keep your customer from having a good experience in any kind of interaction with you or your company. Every touch point that is made is a chance to be positive and rewarding or negative and divisive. In this case we are talking about online touch points. The younger your customer the more important this is, but keep in mind that older All thumbs web users are going to try it.
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*Source: Larson & Associates,