The Meaning is in the Message

Being like most, I sometimes take some things for granted. I was thinking about the content for today's article. Among the topics that came to mind were to get into the technological aspects of live help. Thought about things like explaining the high tech evolution of the live help application or perhaps the ins and outs of the software language used to write the software. Suddenly, it occurred t me that I have written several articles about live help assuming that you, the reader, knew all about it.

How foolish of me, after all most who come in contact with these articles are business people whose sole role it is to make their particular business more efficient, more customer centered, and more profitable. If you are like most of my business associates you have techies on staff to deal with such stuff as implementing live help. The reason for using it has to come from you.

With this in mind and with no intent to insult your intelligence I want to use this article to step back and approach the idea of live help as a business tool and not a technological breakthrough.

You are in business for some pretty basic reasons

You love the challenge
You believe in your product
You want to succeed
You want to be rich

I'm sure there are other reasons as well, but these will do for a start. As a business person what else do you need to meet your reasons for being in business? There is nothing more important to your meeting your goals than having customers. How you get them takes a whole different set of skills. How you keep them is where we at live chat come in.

What does it take to keep a customer? Certainly consistent quality control, competitive pricing, outstanding features, backing up your product, being honest and true to your word also help. In the end, it is your reputation that will keep your customer coming back.

We all know of companies whose reputation is solely "show me the money." Equally unfortunate there are a handful of customers who only see price, never thinking about what happens after the sale.

So how do you build and maintain a quality customer base? Many years ago it was the direct contact between the customer and the owner that solidified that bond. Over time and as businesses grew it fell upon the representatives of the owner to maintain that trust. Today it takes more, today, even with live chat; a customer can be made to feel unappreciated.

So, live chat isn't the answer to your problem? Not in and of itself. The answer lies in how live chat is utilized. In doing your best to convey the feeling that when a customer speaks with your live chat representative they are speaking to you. That the old familiarity attached to "I know the boss" comes through. Your customer is more than someone who buys your product; they also are your goodwill ambassador. When their friends, neighbors, family, or most anyone else needs what you sell, you can bet that the customer who is treated as though they are personally connected to the company will recommend you.

Your staff that mans the live chat service need to catch this feeling. They need to know that when speaking, they are speaking for you. This is the purpose behind live chat; to make that connection between your customer and you as powerful as possible.
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