Getting Customer Feedback Through Live Chat

[Gilad]

If you haven’t read Kurt Illian’s article on "How Customers Can “Design” Your Site"
in the March edition of Ebiz Insider magazine, I strongly urge you to do so.

In his article, Kurt talks about the importance of interacting directly with your website’s visitors and gathering their feedback on your website’s design and usability. This valuable information can then be implemented to improve your website’s design.

Some of the methods Kurt recommends for collecting feedback are: a “leave feedback” email link, incentives for customers who leave feedback, and A/B testing. As a follow up to Kurt’s article, I would like to recommend one additional channel that is beneficial in soliciting direct feedback from your website’s visitors: Live Chat

Not only conversions, connect one on one and learn
Live Chat helps cement relationships with your customers by supplying a human element which is often lacking on the web. It not only gives you the opportunity to increase conversions, but also provides you with the opportunity to connect one on one with your visitors and learn from them in real time.

Questions in chat = red light = possible holes in sales processIf a certain question is being asked in chat, it should turn on a red light. It means your visitors are not finding what they need and certain sections of your site may need to be revamped or cleared up. As you are chatting with visitors you can also in real time identify holes in your sales process and plug them up right away. This allows you to improve your site on the go and keep it up-to-date with your customer’s needs and requests.

As Kurt says in his article: “Customer’s have a powerful voice, don’t be afraid to listen to it and change your website to suit their needs more effectively and efficiently - and profitably!

Live Chat can easily be implemented in your Yahoo store within minutes. To learn more and to download a trial account, please contact me directly or visit the following page:
Live chat, email management, click to talk software by LivePerson

Gilad Komorov
SMB Partnerships Manager, LivePerson
Tel: 212.609.4270 ext. 063
Email: gilad@liveperson.com