Help Chat Boxes – Advice for your online customer experience


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Trying to move customers through your customer service journey can be treacherous endeavour, but lending a helping hand is always a good thing right?

Well, it may be wrong. According to the recent North American Technographics Customer Experience Online Survey [Q4 2009 US], only 27% of online consumers agree with the statement, “I like having an instant messaging/online chat box appear and ask if I need help with my online research or purchase.”. Therefore the rest must see it as annoying when they don’t initiate the dialogue?

Is there a happy medium? Forrester’s Diane Clarkson suggests the following:

  1. Ensure the invitation design to chat clearly communicates this could be helpful rather than annoying
  2. Along those lines, make sure it easy to decline, remember nearly 7% of respondents preferred to find help themselves.
  3. Lastly, and this should be obviously polite, once a customer has declined, either don’t offer again!

Read Diane’s original post here

Republished with author's permission from original post.

Colin Shaw
Colin is an original pioneer of Customer Experience. LinkedIn has recognized Colin as one of the ‘World's Top 150 Business Influencers’ Colin is an official LinkedIn "Top Voice", with over 280,000 followers & 80,000 subscribed to his newsletter 'Why Customers Buy'. Colin's consulting company Beyond Philosophy, was recognized by the Financial Times as ‘one of the leading consultancies’. Colin is the co-host of the highly successful Intuitive Customer podcast, which is rated in the top 2% of podcasts.


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