[Sigia-l] Live Chat: Pros/ Cons?

[Lisa Colvin]

Hi all-

I'm interested in your opinions on Live Chat- and some examples of good and bad implementations.  

Background:
We have a web based application (subscription model) as well as sales and corporate sites. Our marketing department is considering implementing lie chat as a sales tool- for visitors who are, for whatever reason, not inclined to call or send an email for more information before purchasing. Essentially- it's a lead generation opportunity for them.

It's possible that if we implemented it on the sales site that we would implement it in the product application in the future.

I've never personally been a big fan of live chat, and haven't seen much research, anecdotal or otherwise, that demonstrates efficacy/ ROI. 

I'd appreciate any feedback or pointers.

Thanks!
Lisa


Lisa Colvin
Director, User Experience
Adapt Technologies