In case you have not come across forums promoting open source and spreading IT technical knowledge in their message boards, that is probably the best framework to build upon if you want to achieve optimized support communication between clients. The live chat support system hence is the best evolution of that forum framework because of its immediateness and flexibility with the website being used.
The thing is that most enterprises like the idea of their daily traffic conversing on their forums or their chat support in this case. The chat support is after all an evolved real time version of the discussion forums so there’s that comparison. The enterprises however do not really care even if the chat rooms have just random conversations, what matters is that there are conversations which means better conversion rates for the sites as a whole.
The conversations are incredibly enlightening objects from a business perspective though. Just consider the number of cases that can evolve or be developed thoroughly by finding out what your traffic is talking about and then adjusting your business strategy to match the average passer by’s demands. Marketers will tell you about the advantage in that from psychosocial perspective. However in the larger sense it just ends up broadening your horizons on a whole.
Now as what advantage is there in catering to the casual onlooker is the very simple fact that the onlooker usually provides the best insights of a customer to the business. A fan can give a biased opinion on a few products but if a casual surfer really does take time to scroll through your website and then talk about it on your chat then you can be assured that the insight he will give will be very valuable to house. It’s not altogether a shocking perspective but it is one which is delivered for better results.
The other side of this lies in the SEO department which is still tricky to wholly nail down thus far. However again the recorded conversations can also be used for SEO purposes and can yield a lot of fruitful keyword results for optimization purposes. Of course it does require that you do not share the more personal information pertaining to the chat room users but it is mostly understood by everyone to not use these chat rooms for personal purposes so that’s not the biggest issue there.
The marketing capabilities of such a tool can already be gauged from its static discussion forums counterpart. And even though the market niche for Live chat solutions is not entirely the same, the overall long term benefit it can add to the company is indeed worthy of investing in. It can act as a basic gauge for a company and a real time uplink for communications between its clients and itself. It is basically the lightest customer service software you can provide as an IT house considering your market niche and your support staff. The number of ways are many, so if you used correctly the live chat can serve to be the very evolution of your business in the IT realm.
