Social Media: The Practical Social Media
Upgrade the social elements of your own site rather than trying to lure social site junkies
These days, companies excel at live chat when they:
- respond quickly;
- cut the drama — i.e., CSRs know how to cut to the chase; and
- communicate well when no CSRs are available, so customers don’t keep holding on forever.
If you’ve mastered the art of live chat, consider instigated chat. In live chat, the user initiates the conversation. With instigated chat, you start the conversation. Useful places to try instigated chat are in your shopping cart or after the user has searched — either successfully or not.
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