SkyMall, Inc. in Phoenix has been trying live chat software as a means of customer service. Training people accustomed to working on the phone has been one of its biggest challenges. You have to be really cognizant of the way it looks. Then there is the issue of immediacy. Calif. Some users questioned whether Web-based customer service will actually reduce call volumes.
Convenience breeds use.
But users view that increased contact with customers as a good thing because it gives companies another opportunity to market more products and services. Inc. All rights reserved. Reproduction in whole or in part in any form or medium without express written permission of Computerworld, Inc. is prohibited.