It's time folks. The age of "Youtility", (as Jay Baer has dubbed it in his book with the same title) is here. To compete in the online world, your company must be more useful than the competition. There certainly are lots of ways to be useful. Live chat is just one of them. The magic of live chat of course is that it's immediate and it's individual. It's also a challenge.
You will need to find the resources - both time and expertise - to handle live chat. But I can't think of a better exercise that is a win-win all around. Want to know what your customers are asking? Want to know if your staff is up to their queries? Try live chat.
We are just at the beginning of our live chat experience. Yet already we see some major benefits. Clients let us know directly whatever it is our website is not already answering for them. What a gold mine that is! I don't think of it as answering just one person's questions, instead it tells me what the broader user wants to know. The answer to these questions can easily become the content of the next blog post.
I'm still new to this experience and very hopeful. Let me know your experiences with using live chat with your business.