Comments on: 3 Ways to Not Suck at Chat Support http://grasshopper.com/blog/company/2010/03/05/3-ways-to-not-suck-at-chat-support/ Sound Professional and Stay Connected. That's our core purpose and the company blog is dedicated to helping you do just that. Get information on the Grasshopper virtual phone system and find additional tips & tricks for small businesses. Sat, 28 Aug 2010 18:51:14 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Darren Rosebrugh http://grasshopper.com/blog/company/2010/03/05/3-ways-to-not-suck-at-chat-support/comment-page-1/#comment-456 Darren Rosebrugh Fri, 05 Mar 2010 20:53:32 +0000 http://grasshopper.com/blog/company/?p=1420#comment-456 Great points Larry. I think screen share would be great, as would being able to paste screenshots for the person to view while you're chatting. Great points Larry. I think screen share would be great, as would being able to paste screenshots for the person to view while you’re chatting.

]]> By: Larry Lisser http://grasshopper.com/blog/company/2010/03/05/3-ways-to-not-suck-at-chat-support/comment-page-1/#comment-455 Larry Lisser Fri, 05 Mar 2010 18:01:46 +0000 http://grasshopper.com/blog/company/?p=1420#comment-455 Good topic. It's a shame actually that a technology as innovative as chat - when it first came out - has not be optimized as a customer service channel. Your points are all valid, but while it is very simple to integrate click to call into a chat platform, it is rarely done. Primarily because for many companies chat is a way to reduce calls. That said, the button does not have to be there really until the agent decides its time. Then simply push a link at the customer - at predetermined inflection points - and you'd have a happier customer and likely a resolved issue (or sale). Another good element to add would be instant screen share. Again, it could be done as a push of a link whereby the agent would then to sharing his/her screen with the customer - and controlling the discussion by adding visual context to it. Again, not difficult to integrate but we don't see it often. Perhaps your most salient point is about multiple chats at once as this is often what makes it a disjointed and slow communication. Good topic. It’s a shame actually that a technology as innovative as chat – when it first came out – has not be optimized as a customer service channel. Your points are all valid, but while it is very simple to integrate click to call into a chat platform, it is rarely done. Primarily because for many companies chat is a way to reduce calls.

That said, the button does not have to be there really until the agent decides its time. Then simply push a link at the customer – at predetermined inflection points – and you’d have a happier customer and likely a resolved issue (or sale).

Another good element to add would be instant screen share. Again, it could be done as a push of a link whereby the agent would then to sharing his/her screen with the customer – and controlling the discussion by adding visual context to it. Again, not difficult to integrate but we don’t see it often.

Perhaps your most salient point is about multiple chats at once as this is often what makes it a disjointed and slow communication.

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