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How to make sure your customers notice your live help software


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When it comes to live help software it is almost an indisputable fact within the ecommerce community that helpdesk software will help you increase your sales by twofold. This is due to the fact that you can really reach out to your customers after installing the valuable software that will help expand your company sales forward. When you engage a customer in conversation or invite them to do the same with your live help software you form a bond and a temporary relationship that will influence their final decision to finish the sale.

Of course, in order to do this you have to make sure that they are aware that there is helpdesk software on your website that they can choose to use. This means that you have to make sure that the customer notices the live help software chat box. Some of this will depend on the live chat agent that you choose to use since each software developer has their own style, but a lot will depend on where you choose to place the helpdesk software and if you use the download to its full potential.

For example, many e-commerce businesses will purchase live support software and install it on their home page for customers to access but then fail to place it anywhere else that is accessible. While it is nice to see the live chat option on the front page of a website, few customers will actually browse back to the front page from a product page if they have a question. This is why you need to make sure that you choose a helpdesk software package that is able to be placed on multiple web pages and possibly active on all pages.

Another thing you need to consider is if your helpdesk software can appear during checkout as well as on the website. Many websites have pop-out check out carts and thus neglect to put access to their chat agent on the check out pop-up. However, most sales are lost during the check out process or straight from the shopping cart area as customers change their mind and move on to other websites. If you want to avoid these losses you will need a live help software package that allows you to install it on your checkout as well to contact your customers when they have questions.

While these facets will help make sure that you get the most use out of your live help software, you additionally need to consider if you want a package where the live chat takes place on the website or as a separate pop-out box. There are two sides to the argument here, but in the end pop-out helpdesk software is actually the best bet. Some people argue that pop-outs are treated as nuisances on the internet and thus it is better to have helpdesk software that is integrated into the website so that it is taken seriously.

However, the problem with live help software that integrates into the web page is that the customer loses their freedom to browse throughout the website. In essence, if they leave the page they start the chat on they will have to restart the chat and/or possibly lose their chat history which they may want to reference if they are comparing products as they chat. For overall comfort and navigability the best choice is therefore live support software that allows the customer to browse at will throughout the entire website without any interruption in their chat because once the connection is broken there is no guarantee that it will be reinitiated.

With these thoughts in mind you may want to be a bit more careful when it comes to choosing what type of live help software to use because you need to make sure that your customers notice it and appreciate the function. By choosing helpdesk software that accommodates the above situations you will be in much better shape than if you simply take your chances with pasting a chat box on the web page in the hopes that your customers will navigate over to it on their own.

Alan Jones currently manages the Marketing Operations of Web Site Chat ( ), the developers of a State of the Art live help software


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