Team Adam's Posted February 5, 2009 Share Posted February 5, 2009 We are considering implementing a one on one program that would be linked on both our main storefront and on our forum. This would allow anyone visiting our sites to get instant chat support from Ashley and myself to help with checkout support and technical issues, we'd still encourage product questions to be posted on our forum so more can benefit from the answer. It would even be secure so credit card and other billing information could be shared over it. Is this something you'd be interested in and could see yourself or someone else benefiting from? Link to comment Share on other sites More sharing options...
Chewy Posted February 5, 2009 Share Posted February 5, 2009 We are considering implementing a peer to peer chat program that would be linked on both our main storefront and on our forum. This would allow anyone visiting our sites to get instant chat support from Ashley and myself to help with checkout support and technical issues, we'd still encourage product questions to be posted on our forum so more can benefit from the answer. Is this something you'd be interested in and could see yourself or someone else benefiting from? So just a standard VB chat? Link to comment Share on other sites More sharing options...
Team Adam's Posted February 5, 2009 Author Share Posted February 5, 2009 So just a standard VB chat? Not at all, more of something like this: http://solutions.liveperson.com/sb/sb_chat.asp Link to comment Share on other sites More sharing options...
Krzdimond Posted February 5, 2009 Share Posted February 5, 2009 I find the "robot" ones are annoying at best. You are "just looking" and this popup window shows up with someone asking to help. Feels like advertising to me. On the other hand, if this will be a "click through" or customer initiated chat, then, yes, It is a good idea. Just my $0.02 Link to comment Share on other sites More sharing options...
Team Adam's Posted February 5, 2009 Author Share Posted February 5, 2009 I find the "robot" ones are annoying at best. You are "just looking" and this popup window shows up with someone asking to help. Feels like advertising to me. On the other hand, if this will be a "click through" or customer initiated chat, then, yes, It is a good idea. Just my $0.02 This will totally be user initiated, if you were stuck or had a question you could click the help link, a window pops up, and Ashley and I would be there to help. Link to comment Share on other sites More sharing options...
Marylander Posted February 5, 2009 Share Posted February 5, 2009 What would happen if you or Ashley weren't online? Would that open the door to someone being frustrated by lack of attention? Or would you two "check in" when online and in essence hang an "Open" sign on the window? Link to comment Share on other sites More sharing options...
eleven357 Posted February 5, 2009 Share Posted February 5, 2009 What would happen if you or Ashley weren't online? Would that open the door to someone being frustrated by lack of attention? Or would you two "check in" when online and in essence hang an "Open" sign on the window? Good question(s)! Link to comment Share on other sites More sharing options...
Team Adam's Posted February 5, 2009 Author Share Posted February 5, 2009 What would happen if you or Ashley weren't online? Would that open the door to someone being frustrated by lack of attention? Or would you two "check in" when online and in essence hang an "Open" sign on the window? When neither of us are available it'd say "offline." It'd only be available for use during business hours. When it's active it'll say "active." Link to comment Share on other sites More sharing options...
lanespd200 Posted February 5, 2009 Share Posted February 5, 2009 Crap, I was thinking 24/7.....lol! Good overtime for Adam to pay you? Sounds like something that is cool to do. I say go for ti! Link to comment Share on other sites More sharing options...
estecoca Posted February 5, 2009 Share Posted February 5, 2009 Im all for this idea, but I am concerned it wouldnt be used that much if the intent is only to address technical issues with the online store. In my experience these issues are few and far between. The more interesting support is for the products themselves and, as you said (Jason), these questions would still belong here in the forum. Therefore, Im not sure the chat would be worth your investment/time. In all honesty, I expect to pick up the phone and call someone if/when I am having trouble with the online store/cart. Link to comment Share on other sites More sharing options...
Team Adam's Posted February 5, 2009 Author Share Posted February 5, 2009 Im all for this idea, but I am concerned it wouldnt be used that much if the intent is only to address technical issues with the online store. In my experience these issues are few and far between. The more interesting support is for the products themselves and, as you said (Jason), these questions would still belong here in the forum. Therefore, Im not sure the chat would be worth your investment/time. In all honesty, I expect to pick up the phone and call someone if/when I am having trouble with the online store/cart. Great points! Link to comment Share on other sites More sharing options...
Marylander Posted February 5, 2009 Share Posted February 5, 2009 Im all for this idea, but I am concerned it wouldnt be used that much if the intent is only to address technical issues with the online store. In my experience these issues are few and far between. The more interesting support is for the products themselves and, as you said (Jason), these questions would still belong here in the forum. Therefore, Im not sure the chat would be worth your investment/time. In all honesty, I expect to pick up the phone and call someone if/when I am having trouble with the online store/cart. The problem with that is sometimes when you call you end up having to talk to Jason. Link to comment Share on other sites More sharing options...
Bill-V8V Posted February 5, 2009 Share Posted February 5, 2009 The problem with that is sometimes when you call you end up having to talk to Jason. He has a good point there :help: Link to comment Share on other sites More sharing options...
jjwvette Posted February 6, 2009 Share Posted February 6, 2009 I say go for it Link to comment Share on other sites More sharing options...
ss-truck Posted February 6, 2009 Share Posted February 6, 2009 Sounds like a good idea to me . Link to comment Share on other sites More sharing options...
b_pappy Posted February 6, 2009 Share Posted February 6, 2009 I was going to vote for them to just send Ashley out detail my car... Bruce Link to comment Share on other sites More sharing options...
70'sChevyGirl Posted February 6, 2009 Share Posted February 6, 2009 I say go for it :iagree: Try it and see how it goes for awhile. If you don't like it for some reason you can always delete the option at a later time. Link to comment Share on other sites More sharing options...
Marylander Posted February 6, 2009 Share Posted February 6, 2009 Despite my wise-azz responses above, I do think it could be a neat idea as long as there is that online/offline indicator so that people don't get frustrated. Why not give it a try for a month and see how it goes? Rich Link to comment Share on other sites More sharing options...
justinN1_C5 Posted February 11, 2009 Share Posted February 11, 2009 Personally I am not a big fan of the Live Chat I have used them before with 3 different company's and never received the help I needed and had to call anyway. Either the person couldn't do anything over the chat or didn't understand what I was asking for. I am not saying this would be the case with Adam's, as you guys actually care about your customers! But I am hesitant to use them anymore One thought I had is if its only 2 of you, and you get 10 (or more) questions at the same time that could get ugly/frustrating for you two. my .02 Link to comment Share on other sites More sharing options...
Team Adam's Posted February 12, 2009 Author Share Posted February 12, 2009 Personally I am not a big fan of the Live ChatI have used them before with 3 different company's and never received the help I needed and had to call anyway. Either the person couldn't do anything over the chat or didn't understand what I was asking for. I am not saying this would be the case with Adam's, as you guys actually care about your customers! But I am hesitant to use them anymore One thought I had is if its only 2 of you, and you get 10 (or more) questions at the same time that could get ugly/frustrating for you two. my .02 All very true. What you'll find is a lot of the Livechat programs are linked to customer service centers located outside the US. Ebay for example - their livechat feature takes you all over the world. When you click ours, you'll get Ashley or myself and we can answer ANY question you'll have Link to comment Share on other sites More sharing options...
dvalentine Posted February 19, 2009 Share Posted February 19, 2009 Sorry, I'm late to this dance... Been busy... While I think this could be a good idea, it could get out of hand VERY quickly and leave you and Ashley no time to do anything else !! I'd advise a trial period and based on how well it works, (or not), determine if your's and Ashley's time would be better spent doing other things.. dv Link to comment Share on other sites More sharing options...
70'sChevyGirl Posted February 23, 2009 Share Posted February 23, 2009 Well. Well. Well. I just used the Chat Support Site. Ashley was awesome. She is the perfect person to run the chat site. She is very knowledgeable!!! Great job!!! Keep up the great work!!! Link to comment Share on other sites More sharing options...
Krzdimond Posted February 23, 2009 Share Posted February 23, 2009 Just did the same. Awesome for those "off the wall" or unique questions Link to comment Share on other sites More sharing options...
estecoca Posted February 24, 2009 Share Posted February 24, 2009 I was not very optimistic about this feature, but I have to say that I am now a believer. Ashley hooked me up this afternoon and it all worked great...much better than sending a PM or email and waiting for an answer. Also, it keeps me from picking up the phone and letting my wife or co-workers know that I am about to place an order. Link to comment Share on other sites More sharing options...
Bill-V8V Posted February 24, 2009 Share Posted February 24, 2009 Just did the same. Awesome for those "off the wall" or unique questions So your saying I'm not "Off the wall" or "unique" enough for you :lolsmack: Link to comment Share on other sites More sharing options...
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