Live Help Desk

Who Doesn’t Need It

When it comes to setting up a live help desk for your company, you may want to do some hard thinking before you decide to go that route. Many businesses do not need the full system, with the real-time chat and other features. Here are a few factors that might mean that your business is not in need of such a system.

Size

If your company is very small, a live help desk is probably overkill. Smaller companies probably do not need to foot the bill of such a system, as they can get costly fairly quickly. They are not too awful as far as cost goes, but it can be just one other expense that your small business does not need, especially in this economy!

Number of Requests

Many companies, especially small and mid-sized ones, get a low volume of customer requests and complaints. A live help desk is really set up for businesses that have a significant amount of concerns that come in regularly. If this is not you, then you can probably just avoid thus kind of system.

Frequency of the Same Questions

Even if you do have a lot of customer concerns, this does not mean that a system like this is necessarily for you. If the questions that you get are the same over and over, this system can work great and you can just hire someone who basically knows how to answer these or how to walk people through the same basic steps related to the problems that clients usually have.

Cost

This one is pretty straightforward – can you afford it? A live help desk is not that expensive, but it can be another thing you are going to have to factor into your budget.

Outsourcing

There is another option here as well – outsourcing the system. If you do not need the full system, then hiring it out to a company based on the number of those types of requests you get might be a great idea! You do not have to worry about putting together a staff, and you can just pay them based on how many requests come in depending on how they do their billing. This of course only works if you do not have a large volume of requests. Actually it can work with a large amount as well, but in the context of this discussion, it could be better if the volume is low.

So, if you fit into these categories, a live help desk may not be for you! Paintless Dent Repair

Live Help Desk

A Few Random Tips

Yesterday we did a really quick recap of live help desk related information that we have shared here along the way over the past month or so. Today, I wanted to throw in a few more tips that we might not have covered in a lot of detail or may have skipped over yesterday.

Outsourcing

It is important to be very careful should you decide to go for outsourcing your live help desk. If your business is highly specialized, and it would difficult for someone outside your business to be able to answer detailed customer support questions, you may want to avoid this option. However, if most of the client issues you have are straightforward, them maybe outsourcing your live help desk will be just fine for you.

Also, you need to consider the reputation of the company that you want to do this with, as their reputation will affect yours, since their staff will be interfacing directly with your clients. Search for them online and see what kind of reviews they have out there. Maybe even ask to talk with one of their customer service representatives yourself to get a feel for how they would treat your clients.

Mobile and Social

We have talked a lot about mobile options in a live help desk and about how you can incorporate social networking, but, to be honest, these are very peripheral in the grand scheme. While these features may be pretty cool for you to set up in your business they are probably not crucial. You may want to consider them as you make your decision on which service or software to use, but do not make it your focus over other more important factors.

Downtime

Something we never really discussed yet is downtime with these setups. If your live help desk is a web application, you should look into how often it goes down. Is there connection stable. The last thing you want is for customers to be unable to contact you if they need something because you software has gone on the fritz!

Upgrades

We have also never really talked about the possibility of upgrades to your system. Will it cost you anything when you want to upgrade to the latest version of your live help desk? Will an upgrade be a major hassle to set up, or will it be easy and seamless? Does the company you want to go with even offer the opportunity to update your software? When was the last update they had?

Ongoing Training

Something else you want to consider, which we did talk about some here, is how to have ongoing training with your staff, especially with new folks. How will you make sure that they know how to use the new system? Just another thought!

Take these into consideration when setting up that live help desk!

Live Help Desk

A Recap

We have looked at many a live help desk over the past few weeks and have also talked about some of the ways to implement such a system and how to keep it running effectively. Today, I just want to recap some of the advice for folks who might not have read all the posts up to now. Let’s go over what to look for, how to implement, and how to manage it.

What To Look For

First, you need to know what you even need in a live help desk. There are several things to consider, the first being the size of your business. If you have a small business and do not get a lot of customer support tickets, you might not need one of these systems at all. There are several customer support softwares out there that do not include a real time chat function that are actually free. This might be a better option for you.

If you are large enough to need one, it comes down to a few things – cost, whether you want it hosted on your site or a web application, if you really need the chat functionality, whether you want mobile and/or social media to be incorporated, and whether or not you want to outsource it, along with probably a few other things I may have missed. You can find posts on all these subjects here on the blog.

How To Implement

Running a live help desk is not easy, and getting one up and running may be even more difficult. A few things to think about when getting set up – How are you going to train your staff? Will you need any new staff to run it? How will you transition for your current setup to the new one? Will there be any overlap between your old and your new systems? If you are outsourcing, how will the company know how to answer questions about your business?

These are the basics to consider. Read through the blog to find out more on each one.

How To Manage

Finally, we have discussed how to manage a live help desk. You need to train your staff in not just customer service, but in how to speak to people over chat in a friendly manner. They should understand that this kind of communication is different than talking to folks on the phone or in person. You should also make sure you have a good training program in place to show staff how to use the software, and you may also want a backup plan in case the system does go down at some point.

We have talked about most of these in more detail as well!

If you have or are planning to get a live help desk, make sure you spend some time here!

Live Help Desk

Click To Chat Features

Yesterday we did a review of Stardevelop’s live help desk, and I talked about a feature that I am a huge fan of – the click and talk feature that is becoming a standard part of the typical software package these days. I wanted to expand on this feature as I think it could be one of the best parts of one of these systems when it comes to how you can use it for your business.

The live help desk click to chat feature allows for a little window to be in the corner of your website that invites clients or potential clients to be able to talk with someone at your company right then and there if they have any questions. Since we are a culture that loves instant solutions to our problems and instant answers to our questions, this is a perfect solution.

One of the ways you can use this is with your shopping cart. If someone adds a product to the cart of your site, but it does not seem that they are quite ready to purchase, you could have this little window pop up to assist them. You can even use a technique known as cobrowsing, in which you have one of your live help desk folks literally following a customer through the process as they browse your site.

You could use this to analyze patterns of people who seem to be almost ready to buy, but end up abandoning the shopping cart before a purchase is made. If you find that there is a certain point in which many customers leave before buying, you could have your little chat window pop up right at that moment, with someone on your staff ready to assist them and help them feel more comfortable about making a purchase.

So, you can see how this feature could be an asset for your business and could potentially bring in more sales. There are a couple of reasons why it might not be such an asset as well -

Sometimes, these live help desk windows end up being a hassle. I know of one site that has it on the bottom of their screen all the time, which would be fine if it was unobtrusive, but it is not. Instead it takes up probably about a 2 by 2 inch surface of the screen, and it continually pops up even if I try to close it! This is annoying and does not lead me to want to stick around on that site, mch less buy anything.

Also, this could be a problem if your staff were to obtrusive with their cobrowsing. If a staff member popped up and said, “How can I help you?”, that is much different than a staff member popping up and saying, “I have been watching you browse our site and see you are interested in the -insert product here-.” That could be a real problem and would make it feel almost like you are stalking your customers as they are on you site. Not the best reputation to have!

So, while the best practices of this feature on a live help desk may not be figured out thoroughly yet, if used sensibly, it does seem to be a great asset for a bussiness!

Live Help Desk

Expanding Your Staff

So you’ve got a live help desk now, and thing are going well. In fact, business is booming and you are considering expanding your customer support staff. This takes more time and effort than you might think, and it might be a real hassle if you do not approach it the right way. Here are a few ways to approach this expansion that can keep you from having issues in the future.

Consider Outsourcing

First, you might consider outsourcing your live help desk duties at this point. If your staff is getting overwhelmed, it might be easier to bring in some outside help that has experience with these systems instead of trying to bring in someone new.

In addition, maybe you do not need another full time person on staff quite yet. If this is the case, outsourcing is definitely the way to go! You can usually hire someone by the hour from a firm instead of bringing on someone full-time.

Evaluate Your Current Setup

Maybe more staff is not even the answer. Maybe your live help desk processes are not what they could be. This can be a hard reality to face sometimes as a business owner, as we all like to believe that we have it all figured out! However, taking a closer look, or even better, getting a second opinion or feedback from your staff, might reveal that expanding is not even necessary – you just need to make some tweaks to the process!

Hire and Train Well

If you bring in someone new, hire them as if you were hiring someone for the reception area of your business – the person who people will meet and know best from your company. They will not meet them face to face on a live help desk. However, they will be your main point of contact for customers, so keep that in mind in your hiring process.

They also, of course, need to know how to use the computer. However, these systems are typically fairly user friendly, so there is not a lot of worry about there for the most part, but it is worth asking about during your interview process. They will at least need to be somewhat comfortable with computers and willing and able to learn a new system.

Once you have hired someone, you should spend a significant amount of time training them before you ever allow them to handle real customers. It can be tempting to just throw them out there and let them pick it up, but remember, these are real people you are dealing with on the other end of that live help desk, so you do not want any of them to be your guinea pigs, since they are your paying customers!

Once you have them trained spend some time with them, or let one of your staff spend some time with them, while you or they on actually helping people in real time. This can be a great time for them to watch and learn. Then, let them help someone with you or your employees watching. After that, you can probably turn them loose and let them run with it on their own!

If you will follow the above ideas, you can likely find a very easy solution to growing your current number of live help desk staff, either by outsourcing or by simply hiring and training them well!

Live Help Desk

Staff Morale

Sometimes when implementing a live help desk or some other kind of new software system for you business, it can be really tough on your staff. Maybe they just like the way they do things now. Maybe they are afraid of the changes. Maybe they are skeptical of the new live help desk and whether it will really be an asset to your business or just simply more work. These fears are legitimate, and you should treat them as such and help them to overcome them. Here are a few ways to do just that.

1. Involve your staff in the process

Allow your staff to be a part of the process of choosing a live help desk from the very beginning. Take their feedback seriously and let them tell you what they feel they need the most. They are, after all the ones who will be using the software once it is installed, so you really want them on your side in this.

Maybe set up a group or committee of them to make recommendations. Give them leeway to contact live help desk vendors and test out products. Let them give a presentation to the rest of your staff. This alone might be enough to get them on your side.

2. Educate them on the time savings

Help them to understand how much better it will be once you are getting ready to implement your new system. Do not leave them in the dark on how it works or why you even bought the system in the first place. Help them to understand why this software will save them precious time and resources/

3. Train them, and in advance

Begin traingin as soon as possible on the use of the live help desk. Do not leave them hanging on this part, even if the launch is far away. You might have to do a refresher if you launch your training fairly early, but that is ok, as it will be more important not to allow a level of uncertainty to build if you wait for the training.

4. Listen

Simply listening throughout the process and being willing and able to make changes to the live help desk and the processes based on your staff’s feedback will also go a long way.

If you will follow these simple steps as you launch a live help desk, you will have no problem boosting staff morale in the process!

Live Help Desk

Following Up With Customers

While a live help desk can certainly help you talk to your customers in real time and can also help you better organize and delegate all of your customer service tasks, none of these mean anything if your customers do not like your system or your overall customer support. I mean, that is the whole point of implementing a live help desk, right?

Fortunately, most if not all of these live help desk systems allow you to be able to follow up with your customers to see if you are really serving them in a way that they like and appreciate. However, many businesses fail to take advantage of these great features that can give you some very usable data to see if all that time and effort spent using that live help desk is even worth it.

The most typical way to do this is by using some type of after-action survey. Many of the live help desk softwares out there offer this functionality if you choose to use it. Of course, it is going to take some setup on your part.

You will need to decide what questions to ask your customers. Obviously, a few of them are going to be your standard “How did we do today?” type questions. You should also drill down and get some more information from them as well, such as how they felt the operator treated them, and if/how much they like your live help desk setup.

You also need to decide when to ask. Should you ask right after the chat session is done on the live help desk, or wait a day or two? I can’t answer that question, as I am not sure what is the most effective as a general rule, but I would lean toward doing it right after to get their feelings about your processes and your business right after they are done dealing with you. You might put have to test and see what gets you the most responses percentage.

After you have your survey set up and the time frame, you need to actually use this information! Too much data like this just goes in a file somewhere or in a binder in the cabinet, and is never truly reviewed to see if your live help desk is even being effective and if there are some things you could tweak and change.

Live Help Desk

Mobile Solutions

If having a live help desk is about having the quickest possible response for your customers and clients, then there is another aspect of such a setup that you might want to consider – going mobile.

We often do not simply work in an office from 8 to 5 these days. It is becoming much more common that a business could have people working from home, working on the road, or some combination of two or three of those options. So, if that is the case, how can you make sure that you and your staff can stay on top of your live help desk? One easy solution is finding a way to do so on mobile devices.

Many of the live help desk systems out there these days have a mobile option of some kind. Not all of them have caught up with the times yet, though, so you are going to want to make sure that you look for and ask specifically about this option whenever you are speaking to any companies that offer a live help desk.

Of course, you could outsource the whole process, but you might still need some kind of way to manage any questions that they cannot answer while on the road.

In addition, having a mobile version of your live help desk is not just about managing it on your end. Your customers are probably spending much more time on their cell phones as well, and incorporating an option in which they can send some type of support ticket into your live help desk while out and about could be another great customer retention tool. Why make them wait to tell you about a problem until they can get back in front  of a computer?

So, you should really be looking for two different types of options if this is something you want in your live help desk – a system that allows you to manage your customer support while on the go, and a setup that lets customers file a report without having to be on their computers.

There are only a few live help desk companies out there that are offering both of these options, so you may have to do some digging to find the right one if this is the way that you think your business should go!

Remember – mobile is where your customers are these days. Make sure that your live help desk is there as well!

Live Help Desk

More On Outsourcing

We discussed live help desk outsourcing once before a few days ago, but I wanted to expand on it a bit more to help you and your company to better make that type of transition. There are lots of different factors to consider before outsourcing your live help desk that you are going to want to think through very carefully.

Your Current Staff Situation

First, consider the employees that handle your customer service and support right now – what you become of them if you switch over to a new live help desk? Will you be able to change their job descriptions? Will you need to let them go because they will not be needed any longer? If you are installing a live help desk because you need to cut costs, this might well be the situation. If so, consider carefully how you will handle the transition. You do not want your employees to be oblivious to the fact that your new live help desk will be replacing them; however, you also do not want someone sabotaging your business. This is especially important in these types of positions, since they deal with customers. Make sure you have a clear plan on how to make this transition to a live help desk as far as employees go.

Support During The Transition

Sure, things will probably be all well and great once you have picked, installed, and started your new live help desk. But what will you do until the time hat it gets up and rolling? You already know that it is going to take a while to put a live help desk in place for your business, especially since it is going to be outsourced to someone else. Do you have a structure in place to handle customer concerns while it comes online? If so, can there be some overlap while the transition takes place in order to avoid any downtime in support in case of any hiccups with the live help desk?

Training

Sure, you will no longer have to handle support calls in-house, but have you thought about how to train the staff at the company who will be managing your live help desk? This could be especially important if your area is super highly specialized.

You need to think through the frequently asked questions that your business receives. Start compiling them along with answers, or have you current staff do it for you. You know these same questions will probably come up with your live help desk as well, and your outsourced staff will need to know the answers to this stuff! Otherwise you will just be continuing to answer the questions yourself, as the new folks will not know how to answer anything and will have to turn to you every time they need something. This would be quite a waste of time, money, and resources for your business, so make sure you put a solid plan in place on how to train the staff on your live help desk on how to answer the questions that you know will be coming in. This may be an ongoing process as well, since lots of different questions may end up coming along on a regular basis.

If you come up with and execute a plan for these details when outsourcing your live help desk, the whole transition should be a breeze!

Live Help Desk

Using Facebook

In many of the new live help desk setups, there are ways to integrate Facebook and other social networking much as Twitter into the live help desk experience. While this may sound odd, it really does seem to be a very popular option among businesses and customers alike. But why is this, and how does it work?

This can work in a couple of ways from what I have seen. First, the customer can actually post something particular on Twitter or Facebook, particularly Twitter, such as a particular hashtag, and the live help desk grabs that information, puts it in a usable format, and creates a support ticket within your system for you to solve!

The other way this can work is a bit more manual. Your company can have someone on your staff, if not several people for a larger company,  grab tweets or facebook messages and convert them into a customer ticket as well, informing the customer that you have done so. This is a much more tedious process, but it still works!

Why?

The bigger question than how it works is probably why in the heck you would want to do such a thing. If this is going to take so much time or an investment in a live help desk that has that kind of option, why would you ever do that for your company?

The biggest reason, in my opinion, is being where your customers are. Sure, they can come to your live help desk, but why not go to them and be seen by them as proactive? You know they are already on Facebook and/or Twitter, so why not be there as well.

Imagine the good vibes you could get from your customers by responding quickly on social networking sites when they post some kind of complaint. Which brings up another point – promotion.

Answering these types of complaints via Facebook, Twitter or some other social network can get you in front of other folks that are not yet your customers. Not only that, when they read about you in these places, they see you helping out customers and being proactive – that has to be good for your business and for your PR, and certainly even better than just helping your customers via your live help desk.

So, try this out with your business and see if it works out for you! Take your live help desk out into the world!

Live Help Desk

Making The Transition

So, you are ready to set up a live help desk for your business. Do you know what it is going to take to make the transition and how you will deal with your current system until it is in place? Here are a few tips to make this change to a live help desk the easiest it can be for you.

Transfer Your Customer Data

Unless you want to start from scratch or enter all of your data manually into your new live help desk, you may want to consider finding a way to transfer all of your current customer data into the new system in order to keep your tracking systems in place. Ask someone at the company who you are buying the live help desk from if this is something that is possible. If so, you might save yourself a lot of hassle in the long run.

Keep Your Current System In Place

Do not throw out your current customer service system until your live help desk is up and running and you have had a chance to thoroughly test everything. If something happens and you are not able to get it back up and running, you could really end up in a bind. Your customers might not have a good way to reach you for a while, and this could lead to attrition.

Make Sure Training Is Complete

Make absolutely certain that all of your staff who are going to use this new live help desk have been thoroughly trained and make sure they know how to use the system properly. It could be trouble if they do not. In fact, sometimes, if staff are not comfortable with the new system, they might try to find a way to keep using the old system without your knowledge. This kind of change can be tough on staff members. Remember that throughout the process and try to support their concerns and help them through their fears along the way.

Test, Test, Test

Make sure, absolutely 100 percent sure, that everything is working properly before you launch the new live help desk. Do not succumb to the temptation to oget it out there and running because it is new and exciting and you know it is going to be a great thing for your business. While all those things may be true, it can be a nightmare if it crashes on the first day you use it.

Live Help Desk

What To Avoid

When it comes to choosing or running a live help desk, there are some pitfalls that you definitely want to avoid. Here are a few things to think about when choosing and when running a live help desk for your business.

Choose The Software Wisely

Take the time to choose the software that is truly right for your business, even if it takes longer than you want. Nothing would be worse than to have to stop mid-stream once you have picked a live help desk, scrap it, and then start over with a brand new system of some kind. This is going to take valuable time and resources, much more than if you had chosen carefully the first time.

Many of the different live help desk software systems out there have a trial run that you can use or some kind of demo site that you can play around with, so give one of these a try first. Maybe even let your staff use a few of them a bit before you go all in on any particular live help desk.

Be Prepared For Growth

Keep in mind that many of the different live help desk setups out there have an extra charge per user, so you may not be able to just estimate your cost based on yur current number of staff. What if your business grows? Will you be able to afford the system you want if you have 3 or 4 times the support staff using the live help desk?

Also, some of these systems charge by bandwidth usage as well, and while this is hard to predict, just assume that bandwidth use is going to go up in proportion to the number of customer issues that you have coming in.

Train You Staff Thoroughly

The truth is, any live help desk is only as good as the people using it within your business. Make sure that your staff understand clearly about how to do this right. Get them well-trained on how to use your live help desk, and also make sure they understand online etiquette and how to speak to clients properly on a system like this. Also, help them to know how to deal with angry customers.

If you will follow these few tips, this can help you avoid some pitfalls that some businesses end up falling into when it comes to buying a live help desk for your business.

Live Help Desk

Web Apps

Yesterday, we discussed the hosted live help desk along with some of its benefits. Today, we will discuss the web based types along with their benefits. For comparison, we will use the same categories we used yesterday to help you make a decision about what type of live help desk is best for you.

Cost

Cost for a web based live help desk is typically higher per month than a hosted solution. However, there are usually no up front costs at all. Over time, they often cost more than a hosted version because of the fact that they do have long term monthly fees. So, while the investment is lower up front, the investment over time with a web app is going to end up being higher for your business. This really just comes down to which type of investment you are comfortable with in a live help desk. Do you want to pay more up front and less over time, or less or none up front and more over time?

Setup

Setup on a live help desk that is cloud or web based is typically much easier than a hosted solution from a technical standpoint, since there is little to nothing to install on your servers. You might have to drop some code into your site to allow customers and staff to access the system on your site, but this is usually not too big of a deal if you have a webmaster or IT staff. A live help desk that is placed on your system usually requires a lot more work to get up and going. However, there is sometimes a trade-off here – a web based system is often not as flexible and customizable as a hosted system, and usually will not integrate as easily into your current systems. However, that may not even be a need for your live help desk.

Support

Support is often free, or really just built in to the cost, for web apps. This is certainly a nice feature. For hosted setups, you often have to pay extra to have support for your system. You want that kind of support for your live help desk, as you obviously do not want it to go on the fritz while customers are trying to reach you!

Ease of Use

Ease of use probably depends more on the particular live help desk in question rather than the type of system that it is. You should probably try out different ones yourself to figure out which one is the easiest for you and your staff, as it is also often a matter of personal preference as well.

That the basic breakdown on the web-based live help desk, and I hope that helps you make a decision!

Live Help Desk

Why Customers Like Them

When it comes to getting a live help desk, we have talked a great deal on this site about how much they cost and the different kinds that exist out there, but there is another important point that we have not really talked about – why do customers even like them? Why do they appeal to us?

Fast Response Time

Of course, the first thing that comes to mind is the fast response time that a live help desk offers. If you are a customer and you have a problem, you are probably like everyone else and would like it fixed right way. I mean, who wouldn’t? This is one of the benefits that a live help desk offers and is probably the biggest selling point for this type of system. Clients like to know that they can get help immediately when they want or need it.

Organized Chaos

Dealing with multiple customer issues can be extremely chaotic and can drive you nuts as a business owner or as a customer service reporesentative. having the phone ringing off the wall is not a good thing for your business. A live help desk can help organize and store all of this type of information for you. It also typically allows for users to be able to talk with more than one customer at a time, which is great if you need to be able to manage lots of customers at once.The staff member can switch back and forth through the live help desk interface in order to be able to answer multiple questions at once.

This is also true for customers. they can get a transcript of the live help desk conversation and can file it away at their convenience.

Personal, but not too Personal

There is another element to a live help desk that appeals to many people that is often overlooked as a selling point, as it is more of a pyschological type of issue – people like one on one assistance, but they do not like to get too personal, and sometimes having to make a phone call or go to an office is a bit intimidating for people. This one of the reasons why people like email and text messaging. It is personal, but still allows a little bit of distance. The same is true when talking about a live help desk. Customers can get the help they need without the intimidation of a face to face or phone conversation.

Live Help Desk

Being Courteous

Chatting with someone on a live help desk is very different than talking with them on the phone or face to face. It can be tougher to communicate what you are trying to say to a client without the use of vocal cues or othe nonverball communication. Technology has certainly changed the way we talk to one another, and the use of real-time support software is no different. So how do you make certain that a customer understands what it is that your support staff on your live help desk is trying to tell them? Here are a few tips -

Never Use The Caps Lock

Avoid spelling out words in all capital letters. There is probably nothing that will get you in more trouble with a client than that. They are going to perceive the capitals as your staff getting angry or yelling at them, when they may have just been trying to find a way on the live help desk to express something that need emphasis.

Do Not Assume Anything

Ask as many questions of your client on the other end of the live help desk as you can think of in order to be very clear about the issue or concern they have. Sometimes it might not be as simple or straightforward as you think, and they may not be expressing it in writing in a way your staff can understand through the live help desk.

Do Not Try To Be Funny

Avoid trying to be a comedian. Humor just does not often translate well through a live help desk. Keep any funny comments to yourself, and keep the conversation as professional as possible. Even if the customer says something on the live help desk that you think is a joke, do nto immediately assume that to be the case. They may be very serious.

Be Careful Not Too Respond Too Quickly

Sometimes a live help desk conversation can get heated. You end up going back and forth with a customer over something, and they make it very personal and maybe throw a few jabs your way. Make sure, as a representative of that company on the live help desk, you put the company’s best foot forward by not shooting back an angry remark in kind, even though it is tempting to do so, and we probably all have done so at some point! Take a minute to breathe and think it through before you hit that send button.

Get Help When Necessary

If you do not understand something that comes up during a chat on a live help desk, or if someone on the other end (or yourself) is getting too angry and frustrated about the conversation itself, bring in some assistance in the form of a supervisor or colleague. Sometimes maybe the live help desk is just not going to be a place to help them, and your manager will need to make a phone call.Let the manager or supervisor in on the conversation at the live help desk so that they can make that kind of determination.

Chatting with customers online can be a great option when done correctly and when following proper etiquette. If you follow these simple rules, you will find that you can probably have a quite pleasant experience chatting with customers on your live helpdesk, and they will too!