Article Side

Online Article Directory!

Hello Guest! Login or Register to submit articles!

More Efficient and Reliable Customer Support Programs

By Fred Lannister Subscribe to RSS | April 27th 2012 | Views:

One of the biggest benefits of live chat software for companies is it allows an individual representative to take care of multiple customers at the same time. Because communications with customers via text communication is slow, it provides a chance for tech support representatives to manage more than one customer at the same time.

One thing that will speed up the communication with customers is to use canned responses to common issues. Rather than having the representative type the same thing repeatedly to several customers, it is much more efficient to have them insert a piece of boilerplate that'll be equally as helpful to the customer. Then the representative may then help another customer as the first one is following the directions within the boilerplate.

Occasionally there aren't enough technical support representatives for both online and phone support. That's the reason it is very helpful to have queue capabilities in the live chat software. When there are no representatives available, the consumer will be put into a queue. The customers will be served based upon the entry time in the queue.

It may be useful to have the software display the estimated queue time to the customer so that they can go do something else while waiting. This might reduce the frustration level of the consumer who did not want to wait to get support help. Although waiting is not ideal, showing the estimated wait time can sometimes be helpful in calming the customer down so that he can do something else for the time being.

One of the most important features to have in live chat software is application viewing. In many cases, the tech support representative may need to look at what's going on when the customer is running an application. With this capability, the representative can easily see what's going on and interact with the application.

The end-user needs to grant permission for the representative to take a look at the application. This is an excellent privacy safeguard to make certain that customers who feel uncomfortable about having someone else in the computer can deny that permission request. However, users ought to be encouraged to give access because it will make it much easier and quicker for the technical support representative to figure out exactly what the issue is.

Some websites attempt to increase the number of conversions or sales with a window displayed that provides website visitors a chat with an agent to reply to any queries that they might have. A lot of people would rather ask the question directly rather than search an entire website for answers to their questions. That's the reason having live chat software via pop-up windows is an extremely good way to increase sales.

Of course, it is not practical for most businesses to offer live support at all hours. It is best to limit the hours to those when the website has the most customers, which is generally throughout the day and the early evening. By doing this, the business saves costs on labor while still increasing the conversion rate.

Fred Lannister - About Author:
If you're looking for customer support programs check out

Share on Facebook Tweet It Stumbleupon this post This post is delicious !

Article Source:

Related Software Articles Subscribe to RSS

Should I fix my computer on my own?
Published by Antonio Matsuoka on April 12th 2012 | Computer
If you are thinking about fixing your computer on your own, I highly recommend giving this article a...
Play games on computer
Published by Lamar Wisneski on March 23rd 2012 | Software
If you are tired of studying day and night for your examination, take some rest and play some games....
Enroll with TESDA to provide the best computer technical support and services
Published by Carolmoore on February 28th 2012 | Computer
With a rise in the number of computer technicians, the challenge to provide the best computer techni...
Hacker’s have eye on your computer! Its spyware
Published by IGennie on January 13th 2012 | Software
Use firewall protection to do away with hackers and get your Windows system secured from spyware lik...
How to get into computer if you forgot Windows 7 password?
Published by Sarina.Lee on February 2nd 2012 | Software
This article mainly tells you what to do if you forgot Windows 7 password without a password disk or...
Understand processes behind computer virus protection
Published by Alexs on March 16th 2012 | Software
Computer viruses can lead to crippling loss of data. Infectious programs have led to a serious case ...
Nieuwe computer koopbeslissing
Published by Johnwright on April 26th 2012 | Computer
Deze kan heel overweldigend voor een nieuwe of eerste keer dat de computer kopen met weinig ervaring...
Effective antivirus software for complete computer security
Published by Alexs on February 23rd 2012 | Software
Computers today hold more than just the capability for word processing and number crunching. On top ...
How to detect and remove computer viruses?
Published by Annphilip on March 30th 2012 | Computer
In this article we will discuss about the different types of computer viruses, methods to detect it,...
Fix slow computer problems
Published by Hennary Joe on January 3rd 2012 | Software
Though there are assortments of means and ways to improve or fix slow computer problem, however most...
Copy Bluray Movies to iPhone 4S by means of Blu Ray to MKV Converter at Apple computer
Published by Jane Huang on December 20th 2011 | Software
Do you have experienced Source Code, typically the technology fiction-techno-thriller picture? It's ...
Use software’s for improving your computer and internet speed
Published by Jahna Sebastian on January 11th 2012 | Software
In today’s highly competitive world, every individual need computer and internet for their work or...
Protect your computer with reliable effective antivirus software
Published by Alexs on February 15th 2012 | Software
Computer security is essential for the prevention and detection of any unauthorized use of your comp...
Personal computers help London forums for your personal computer
Published by Suphia Smith on April 17th 2012 | Computer
If you are facing problems with your pc, instead of calling a technician immediately take the help o...
Remote Computer support quintessential for computer business’s success
Published by Paxton on January 2nd 2012 | Computer
This business scope has been identified and judiciously capitalised upon by various remote computer ...
How to clean out registry of my computer
Published by Hennary Joe on January 4th 2012 | Software
PC optimization is a big issue nowadays. Many tricks and steps can be found easily online. They all ...
Fix your computer for registry problems
Published by Hennary Joe on December 27th 2011 | Software
It is really a extremely important piece of technologies which is a a part of everyday life. It's th...
Foriegn computer certainly is the near future
Published by Peeter Paul on March 9th 2012 | Software
Oh yeah very well, the particular topic will probably suggest that cloud computing certainly is the ...
How to Fix Registry Problems of your computer
Published by Hennary Joe on January 13th 2012 | Computer
Speed up your PC with the best PC utility program. Speedupmypc is the most updated and successful so...
How to remove an obstinate virus from your computer
Published by Jakiepan on January 21st 2012 | Software
One of the biggest issues and security threats in any computer is the computer virus, spyware, Troja...