NETIZEN ‘LIVEPERSON’ PROVES VALUABLE TOOL FOR CLIENTS

Travel Web design and development specialist, Netizen, are reporting good feedback from customers who are using the ?Live Person? system on their web sites.

The ?Live Person? integration enables customers, or potential customers to chat live on line with a company agent. Clients can ask for supplementary information or clarify points online as they sit at their computers. There is no need for an additional ?phone call and queries can be answered without any delay. This can be especially useful if a company is offering a complex product or tailor made solutions but is equally as affective with simple products. Travellers will almost invariably need and benefit from direct interaction with the agent or operator.

The live chat call is answered by a one or more ?duty? operatives within the given company. These staff have good knowledge of the company?s products and are able to give accurate and very quick advice.

Market Development Manger, Fiona Canavan, elaborated, ?Extensive research has shown that if people can?t find what they?re looking for then very quickly they will leave the site. Again, if they have to be really proactive to find out what they are looking for the same will happen: so if they are surfing the web in the first place they are probably not likely to want to telephone that company if they can?t find exactly what they are looking for or if they have questions to resolve before making a booking?.

Netizen are receiving more and more requests to integrate ?Live Person? into travel web sites as companies appreciate the advantages of being able to offer additional benefits to their online clients and deliver better service. Whilst offering this additional service, it also allows the travel business to significantly increase their efficiency, once agents are proficient they can have up to seven chats with different clients at any one time. All of the current sites have found it really useful and one in particular are even thinking about changing their working hours. The excellent tracking system has highlighted the times of peaks and troughs that they have experienced with Live Person, so they know the times when people want to communicate with them most.

Canavan concluded, ?By offering an immediate and personal response, companies can offer the best of both worlds to their online customers. Our clients tell us that this is approach is proving very successful and has resulted in increased bookings.?

Full details of Netizen?s Web Design and Development products and services can be found on the web site www.netizen.co.uk or for personal help and advice email [email protected]