I would like to introduce an online customer chatting tool that my ex-company used previously. To create a good first impression, it's important to give the best to our users.
Advantages of using online customer chats
1. Up close and personal with a real customer
2. Engage, satisfy and delight every visitor
3. Notice real-time customer information
Disadvantages of online customer chats
1. Labour intensive for startup companies
2. May take minutes for the customer service officer to reply (as demonstrated by Prof Sugai during class)
Our company decided to remove it in the end. Although it increases customer satisfaction, we needed our customer service officers more on other aspects, which was more important than this online chat services.
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