Tuesday, September 23, 2008

Live Online Chat

Ok, so I was trying to use technology and rather than call the number on the website I clicked on their little button that says "Chat Online".  I've used these before and the communication can be tricky but this one was funny I thought.  For my purposes absolutely useless but funny.    I was trying to find out some details about their online Exchange Hosting.  A separate window came up and here is what I got:

Kelly Says: My name is Kelly and I am a chat representative with Web.com here to answer any questions you may have.

Kelly Says: Just type 'HI' or 'Hello' in the space below to let me know you are there.

You: HI

Kelly Says: Hi, thanks for chatting with me today - I am here to answer any questions you have.

Kelly Says: What are your questions on Web.com’s services?

You: I'm looking at the Hosted Exchange service.

Kelly Says:CLICK HERE for a FREE web consultation on what our experts can do for you.

You: I don't understand how that relates.

Kelly Says: Web.com offers a virtual one-stop-shop of simple, feature-rich web tools and services including do-it-yourself and professional website design, website hosting, eCommerce, web marketing and e-mail.

You: is this a real person and are you reading my comments?

Kelly Says: My name is Kelly and I'm a live virtual agent.

You: Ok, like I said I'm looking at the Exchange Hosting.

Kelly Says: At Web.com, we know how important it is to have personal service at your fingertips – that’s why we have a team of professional designers, customer support and technical assistance dedicated to helping your web presence succeed!

You: your not live.

Kelly Says: A website is only as good as the services and support behind it. Web.com has combined professional web design, on-demand website modifications and cutting-edge online marketing services to help businesses succeed online.

After this I just stopped typing, what was the use.  Not sure what I learned from this but maybe someday if I have an online chat feature for customers I probably shouldn't use a program to respond, or be up front that we will be mostly putting out our marketing message not responding to your actual questions, on my side I guess I never did get around to asking the question I wanted to find out, mostly because I had doubts that it would be understood.


I though this was a bit of humor to my otherwise stressful day.


Anonymous said...

Yes, I totally agree: automatic responder in live chat defeats the purpose. I use Hosted Exchange provider www.123Together.com - they have real people for both sales on live chat & phone as well as support.
Support is more important for me...
I talk to sales once and likely talk with support of exchange hosting much more often.


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