[Sigia-l] Driving customer to offline from online task

[Skot Nelson]

On Oct-3-2005, at 8:51 PM, Eric Scheid wrote:

> The We Call You Now button initiates a two-way conversation via the  
> normal
> phone lines.
>
> I also believe the user experience is subtly different from  
> displaying the
> phone number and hoping the user dials the number themselves. One  
> invites
> immediate action, the other passively invites the visitor to jump  
> through a
> hoop first.

I implemented a system functionally similar to this a few years ago  
in the investment industry. Those who used it were very happy; there  
was a very large proportion of users who felt one or some combination  
of the following:
a) they'd rather just send an email (we had a very good record of  
responding to every email message withn 48 hours)
b) they'd rather just dial the number, and didn't notice the button  
(or suspected it wouldn't really work, or the call would take too  
long to come.)

many similar systems also have the ability to initiate an online chat  
conversation. i've personally used these a couple of times, and have  
been reasonably happy - live chat with a customer support agent is an  
excellent trigger for an offline action, assuming the live chat isn't  
redundant (i.e. the person then has to call the agent they were just  
chatting with.)
--
Skot Nelson
skot at penguinstorm.com

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