Nveevo’s Blog

Its 4am and Esteban -an online visitor- is already in your e-commerce electronics website surfing and learning about your products and prices and apparently he is still not confident enough to make the move and buy the item on the shopping cart because he has several questions about certain product features for the item he selected. What options does he have as potential customer? The truly and sadly fact is to abandon the Shopping Cart…

Statistics indicate that more than 60 percent of online shoppers abscond before completing an online transaction.

What’s going on? Is the “Buy Now” button disable?

Starting with the obvious; Esteban has selected an item. It’s in the cart. But now he needs to log in and fill out interminable forms or confront required fields for seemingly irrelevant personal data. Esteban does not understand what the procedure is and there are no instructions on site and the customer service telephone number is for office hours only.

If the item Esteban is buying is an impulse buy, by the time he gets through this maze, he will ask himself if he really, really need this particular item. Doubt sinks in as Esteban is getting shopping cart remorse and at the same time smelled the toast burning and the coffee buzz waning.

The fact is that Internet businesses are spending huge chunks of money to get traffic to their site, and hopefully induce visitors to buy — only to find that a significant portion abandon their shopping carts before the purchasing process is completed.

The fact is that Marketing Sherpa in a survey conducted among 1,100 emarketers found that the trend of shopping cart abandonment remained very high in 2006 for a 59.8 percent.

The fact is that there is no single trigger for the abandoned shopping cart phenomenon. Rather, there seem to be several impacted causes — many of them obvious.

Basically if Esteban has already selected the product but then he had these features questions, these important, lingering questions that needed to be answered, there’s nothing in the FAQ, not much on the Features page, but he really needs these questions answered, all he needs is someone to talk to; he needs a customer service communications window where he can obtain answers.

Most ecommerce sites are now opening Live Chat windows to help customers like Esteban on their “Buy Now” mission and reduce their Shopping Cart Abandonment Rate.

Having a Live Chat button on site allows you to interact with your web site visitors, and helps improve your sales and customer service.

Initiating a Customer Care Chat it’s by far the most effective action to take. Esteban will get answers right away and the company gets a sale. The chat can be initiated by the Esteban by clicking on the online support icon, or by the website operator, after monitoring the visitor’s footsteps. From that point, the way to a satisfied customer is short.

Chat247 by Nveevo is 24 hours a day service for websites to communicate with their visitors with a live person in multiple languages…

Are your customers a click away from a live chat?

What makes for a great customer service? Is it the operators’ skills? The tools they are given? How about the availability of said service? How does it fit with the new generation?

These are valid questions and merit to be discussed. 

We now live in a fast paced world, where more than ever before the motto “time is money” is true.  The internet as also helped; we do everything online, pay our bills, make bank transactions, and make all sorts of purchases. Even the food we eat can be ordered through the internet.  Therefore it is only reasonable to think that we would need a customer service system that would reflect our new lifestyle. 

The new generation, the young adults, the driving force of our economy is a group of people who no longer know, nor accept the concept of delayed gratification. Hence the necessity to have a Live Customer Service available at all times to satisfy the most peculiar customer.

One of the easiest ways to do it is through Live Chat Support. Live chat support fulfills all the needs mentioned above: it is fast and efficient. There is no need to wait for a phone operator; a chat operator can attend the chat also immediately and can easily manage 3 chats sessions at the same time and offer all the help needed.

Another aspect that has to be taken into consideration is the business hours. It has been shown that people browse the internet after their regular business hours. They look around on the internet only after conventional businesses have long closed. Consequently your customer service must be available when customers are going to your website, not just from 8 to 5. Live 24/7 customer service is what is asked for and thus what is needed.

Last but not least, online businesses have customers coming from all over the web and therefore from all over the world.  Reaching out to your potential customers in their own languages represents a huge advantage and is an important aspect of business nowadays.      

For that reason we see that Live chat is the new way to offer customer service and when you combine operators’ efficiency, quick response time, with a 24/7 availability, multilingual and live service that is  Live Chat Support at its finest!

Just this morning, I received yet another spam mail offering Chat Software that will take care of all of my website customer needs.

Many if not most of us have realized how efficient a chat button is on a website. And this is the reason why software companies are bombarding us with this or that new chat program, that basically differ by just a few options. Sure this latest features are helpful, but in the end, all these softwares come short when it comes to the most important features of all: attending to customers.

Most businesses that can truly benefit from customer service via chat are home-based ones and the small ones.  Big companies already have created their own web customer service department.  However, these small businesses have reduced, multitasking employees who do not necessarily have the time to answer chats and would rather focus their effort and energy in growing their core business. Therefore more and more people are turning to the most obvious solution: Outsourced Chat Answering Services.

Chat answering services can be defined as a service where companies usually rely on outsourced agents to handle chats on their behalf and thus taking that heavy load off their shoulders. And although it seems like a simple, straight-forward and possible lucrative business, it’s not that common, even though there is a demand for it. But it exists!

When thinking about chat service providers, I have only found companies like Velaro and Nveevo; companies that have introduced a new line of service, which you can rely on for many years. If you are in the market for a 24/7 live chat package, they both work.  If you need Multilanguage support because of the ever increasing Hispanic population in the states, then only Nveevo can match your search criteria and furthermore prices –what rules this market- are far more attracting with Nveevo.

When deciding to GO LIVE and placing a chat button on your website, make sure you choose a company that offers both the software and the agents to take care of your chats, let it be during holidays, week-ends, after-hours or better yet, full 24/7.

Its 4am and Kevin -an online visitor- is already at your e-commerce electronics website surfing and learning about your products and prices and apparently he is still not confident enough to make the move and buy the item on the shopping cart because he has several questions about certain product features for the item he selected. What options does he have as potential customer? The truly and sadly fact is to abandon the Shopping Cart…

‘‘Statistics indicate that more than 60 percent of online shoppers abscond before completing an online transaction…

What’s going on? Is the “Buy Now” button disable?

Starting with the obvious; Kevin has selected an item. It’s in the cart. But now he needs to log in and fill out interminable forms or confront required fields for seemingly irrelevant personal data. Kevin does not understand what the procedure is and there are no instructions on site and the customer service telephone number is for office hours only.

If the item Kevin is buying is an impulse buy, by the time he gets through this maze, he will ask himself if he really, really need this particular item. Doubt sinks in as Kevin is getting shopping cart remorse and at the same time smelled the toast burning and the coffee buzz waning.

* The fact is that Internet businesses are spending huge chunks of money to get traffic to their site, and hopefully induce visitors to buy — only to find that a significant portion abandon their shopping carts before the purchasing process is completed.

* The fact is that Marketing Sherpa in a survey conducted among 1,100 emarketers found that the trend of shopping cart abandonment remained very high in 2006 for a 59.8 percent.

* The fact is that there is no single trigger for the abandoned shopping cart phenomenon. Rather, there seem to be several impacted causes — many of them obvious.

Basically if Kevin has already selected the product but then he had these normal questions like anyone else, these important, lingering questions that needed to be answered, there’s nothing in the FAQ, not much on the Features page, but he really needs these questions answered, all he needs is someone to talk to; he needs a customer service communications window where he can obtain answers.

Most ecommerce sites are now opening Live Chat windows to help customers like Kevin on their “Buy Now” mission and reduce their Shopping Cart Abandonment Rate.

Having a Live Chat button on site allows you to interact with your web site visitors, and helps improve your sales and customer service.

Initiating a Customer Care Chat it’s by far the most effective action to take. Kevin will get answers right away and the company gets a sale. The chat can be initiated by the Kevin by clicking on the online support icon, or by the website operator, after monitoring the visitor’s footsteps. From that point, the way to a satisfied customer is short.

Chat247 by Nveevo is 24 hours a day service for websites to communicate with their visitors with a live person in multiple languages…

Are your customers a click away from a live chat?

It has become increasingly more frequent to encounter a chat button, or various, on the websites that we browse.  It seems like also every company on the web is offering customer service by means of chat.  The questions that arise are why?  And how to do it right?

Why?  And how to do it right?

Online chat has been around for a long time and though most people associate chat with ICQ or AOL which popularized it in the mid 90’s it actually predates the Internet and has been available since the 1960’s.  Nowadays, many chat software, as well as platforms are available on the market.

Customer Service Chat (CSC) can be defined as an Internet service that allows the user to communicate in real time with a customer service agent by using an instant messaging (IM) application that’s built into the company’s Web site.

In retail e-commerce, chat is often promoted as being a cost-effective way to a human touch to the online shopping experience as well as being a way to provide immediate responses to customer questions. But if it is not skillfully done, it can produce just the opposite effect.

In a study done by Greenfield Online in 2000, it was shown that at least 28% of online shoppers abandon a purchase before completing it. Two of the main reasons were:

1-      Some consumers abandon purchases because they perceive it as riskier to shop online than shopping in stores or over the telephone where consumers can obtain direct and immediate information to offset the risk of the item not meeting their expectations.

2-      Other consumers find the checkout process confusing, and others abandon their purchases because they cannot speak with a customer service representative.

Dorine C. Andrews, in her article “Online Customer Service Chat: Usability and Sociability Issues” came to the following conclusion:

 1.) “Access to customer service chat is a primary barrier to a successful experience.” Most website that use the chat feature have a tendency to only have one or two chat buttons available and most of them put them on their “Help” page of at the end of the ordering process. The reality is that customers will most likely only scanned the main page and having a chat button there will entice them to stay on the website.

2.) “The customer service chat experience begins before the connection is made, as the user searches for the link/icon.” It has been shown that sociability-related design mistakes created suspicion, a sense of distrust and a lack of confidence in the company behind the website.  Not only is it important to place the chat button correctly, choosing the appropriate design is also important.  Having the chat available in the visitor’s native language will help decrease this sense of mistrust and make for a more pleasant experience.

3.) “Users expect to interact with an actual person during the chat and are disappointed with behavior that indicates “canned” or inattentive interaction.” According to New York-based research company, Jupiter Communications, more than 90% of online shoppers want some kind of human interaction while they shop. When potential consumers cannot taste, test, feel, smell, or watch a product in operation before buying it, their sense of purchase risk increases.  Therefore, it is important to have a real person attending your chat, someone who can totally focus on that particular visitor, providing the most accurate information regarding the product or service. Politeness and etiquette, personalized interactions and appropriate question-response time, make the visitor feel at ease, makes him/her feel important and not like “just another chat”.

4.) “When a positive customer service chat experience occurs, intention to purchase increases.” According to the Wall Street Journal, once installed, Web shopping sites that add chat also report higher per-order sales figures. Mobile technology retailer iGo.com added live chat to its site a year ago. Since then, the Reno, Nev., company has seen its average sale shoot up more than 50% to $168 from $108. Ken Hawk, the company’s founder and chief executive officer, says the increase stems from more completed orders and add-on sales that his customer-service representatives are able to suggest to users.

Having said this, in my experience, Nveevo’s Next Generation Customer Care is one of the best, most comprehensive and reliable services on the market. Nveevo skillfully combines one of the best Chat Software available in North America, through their partnership with Website Alive, with the technical savvy of its Implementation Team. Add to this the empathy, knowledge and human tact of its operators, integrating all the key findings mentioned above, and you get an amazing and unprecedented chat experience that will surely boost your sales and keep your customers coming back.

Nveevo is the first company to offer global real time web based 24 hours Chat Operator Outsourcing in English, Spanish and German to small, medium and enterprise companies around the globe. Nveevo, a leading US and Caribbean based live interactive data solutions outsourcing firm offers the world’s first real time service for 24 hour a day/365 day a year web chat operator outsourcing.

As a result, and in preparation for anticipated demand, Nveevo is being relocated to a new state-of-the-art facility located in Santo Domingo’s free trade zone, and will have a capacity of 600 operators for voice and data services combined.

“Living in a world that is constantly evolving and becoming more and more demanding, it’s necessary to look for new answers that make sense and increase effectiveness. This is exactly what Chat247 does best,” says Operations Manager Esteban Maldonado. The company plans to use their new facility and a plethora of new services to offer a new total outsourcing approach, using new mediums that other more traditional companies cannot or do not offer.

The company provides the service as a globally offered product from inception, using an approach that completely eliminates geographical barriers. When asked, the company’s Santo Domingo based Chairman, Hamlet Batista, furthered that “considering how important it is to stay in touch with your customers, regardless of language, time zone or preferred contact medium, we are very confident our Chat247 service will drastically help businesses of any size improve their bottom line while reducing costs.”

The pricing structure is scalable, having a low monthly fee based on the amount of chat coverage (time/minutes) the customer requires, with a minimal charge for completed chats which naturally varies by the volume. Thus larger customers pay more for more frequency due to higher traffic web sites, and smaller customers pay less, while each customer’s billing varies by the number of minutes per chats completed.

Nveevo focuses in providing affordable service to the masses. There are tens of thousands of small to medium size companies utilizing on line chat for customer service and sales. We know the majority of them cannot service these chats 24 hours a day, or in multiple languages. Chat247 offers them an extremely cost affective way to provide the same live on line customer experience that the “big boys” offer.

Through customization and additional service tailored to each of our clients and their customers, we believe we can make their customer’s experience even better than their larger competitors offer, thus giving our clients a new competitive advantage never before possible. In the near future, we will begin offering Chat247 to enterprise customers with complex solutions sold by seat,”

Will Chat247 create a new sector in the online chat marketplace? Will more businesses opt for on line chat now that it requires less effort and more options to the customer? Led by Nveevo and Chat247, only time will tell…

The other day my friend Mark, an American expatriate and I, having undergone my entire schooling in American schools, were talking about how everyone should speak English. It is so easy and most technological terms are en English not to mention that most business is conducted in English. We both agreed that aside from Mandarin (obviously, there are 1 billion people in China) English was the most widely spoken language. Hence you can imagine my surprise when I found out the Spanish was actually the most-spoken language after Mandarin!

Most English-speaking people, me included, tend to think that everyone should speak English and frown upon people who don’t. We expect to be spoken to in our language by just everyone and everywhere we go. But this being said, doesn’t everyone deserve to be addressed to in their own language? And even more so if they speak the most widely spoken language in the western hemisphere?

Therefore, when we talk either about customer service or expanding our business, one of the first things that we should think about is our Hispano-speaking customers given that they represent a huge part of the world market.

Having the ability to provide effective customer service in Spanish is becoming more and more a necessity for all businesses across the United States. The Hispanic population is one of the fastest growing sectors of the population and it is estimated that by 2030, “Hispanic-origin population would contribute to 45% of the Nation’s population growth.”

Another advantage of multilingual chat stems from the innate nature of the Internet. Although you might have office hours and a physical location, your business is open 24/7 and available globally. Therefore more people from different countries can reach our website and offering customer service in their language can give you the upper hand and having a multilingual chat-based customer service will do just that!

Live Web Chat 24/7 helps your company take full advantage of each visitor to your website by increasing sales, driving customer satisfaction and engaging your customers even when you’re not available. Created for businesses of every size, discover how Chat247 solutions can give your website the 24-hour presence necessary to conduct business in the 21st century.

Your company will now be able to provide the best in class customer service 24/7 in the language you choose to your site visitors just like Mike and I…

The way of doing business is no longer the same.

The number 1 priority right now is the way a company delivers its customer service and the experience their customers keep once the company takes care of their needs.

A step forward to accomplishing this task is to give your customers the tools needed within the same environment where you deliver your service. Let me explain a bit what I mean with this. If your business is a web-based one, why would you have YOUR customers use other means to get to you? Why not use the internet itself to service your customer needs?

This is why Hosting Companies, VoIP service providers, online stores and other web-based businesses are looking for Chat as their primary way of offering a viable and effective Customer Relationship Management. This method not only improves customer experience by offering immediate answers to your consumers but also significantly reduces your operating costs.

You’d say, well…my business has a website but I already have voice support. The reality is: Consumers today want choice. It is not sufficient to have voice service only during business hours. What if you could offer 24 hours service, 7 days a week by only paying a fraction of what an average customer pays you? Being there every time a customer needs you is vital for any business that takes care of their customers the right way.

Another point towards delivering an Exceptional Customer Experience is to listen to your customers. Effective feedback managing is a key to success when maintaining a happy customer is the goal. The problem is that paying a firm to do this for you may not be affordable enough for most businesses. At the end of every customer chat session you need to have the ability to measure customer satisfaction at no additional cost. If customers are not happy with the outcome, you can utilize this feature to have a supervisor or a manager correct the issue, rather than have your customer become bitter and go after the competition.

It is virtually impossible to compete with product features in the market today. What really differentiates your business out there is the quality of the customer experience delivered to your clients. Improve your customer experience and reduce your operating costs by adding Live Chat for your site 24/7 and start opening windows to your customers.

The parameters used to establish this reports are the Ease of Use, Price, Setup Ease, Monitoring Capabilities and Scalability options.

Source: Top Ten Reviews

Another Site that brings popular Editor’s Pick for Chat Software for 2007 is Live Chat Dir.

Who is in the market providing 24/7 Live Services?

If your company is interested in adding live help to its website, but is concerned about the staffing requirements in terms of hiring operators to take over the chats, or they just don’t have the resources to create such department, then you will want to outsource to a Live Chat Service Provider such as Velaro or Nveevo.

Some chat software vendors have partnered with call centers to offer their customers an integrated package that includes their state of the art Live Chat Software, along with the staffing options to provide the actual support demand. Staffing with third party call center is an option to consider but it comes with a higher price since everyone wants a piece of the pie.

Alternatively there a service provider in the industry called Nveevo which main core business is Live Chat Services. Nveevo offers customers ease and convenience on-demand Live Chat Service by providing affordable pre-sales lead capture, all-inclusive customer service, and technical support via LIVE CHAT for companies around the world. They take care of all your needs and you don’t have to hire no one to take over your increasingly customer service demand.

Nveevo virtually a 24/7 live operations Chat Center that takes care of all the “heavy-lifting” when it comes to servicing your customers in different time zones in multiple languages such as English, Spanish and German. With its diverse portfolio of services, your company will now be able to provide the best in class customer service delivery model 24/7 in the language you choose to your site visitors.

Service Portfolio:

Chat in a Box: Affordable low entry package designed for home users and very small businesses. Its purpose is to provide a world class customer care service to austerely funded companies. If you are starting a small business, Chat in a Box is your road map to success…

If the price is right, what are you waiting for?

Chat Plus: If you are a Mid-size company, you know that a good customer care keeps clients coming back. With its competitive price and ample free minutes allotted, Chat Plus is the solution to your needs. See how Chat Plus works to achieve business success…

Isn’t it time your business had a customer service solution that helps increase your clients loyalty?

Chat Advantage: If you need to communicate more effectively with your customers this plan is right for you, Chat Advantage is a comprehensive Live Chat solution that offers your business the ability to provide sales and support chats with enhanced analyzing tools.

Didn’t anticipate so much business? Managing a lot of tedious customers?

Sure, there are lots of companies that offer free live chat technology, but as they say, you get what you pay for. When it comes to software for customer support and online sales, we found that an integrated application with extended and useful features (chat, email, click-to-talk, and knowledgebase), can be helpful, but when it comes to a live person attending 24/7, Nveevo’s is well worth its modest monthly fee. Plus, there are no contracts so you can just pay as you go.

Financial Institutions, Law Firms, Realtors, Doctors, Pharmacies, Retailers and all service oriented businesses should take advantage of the massive reach of the Internet. Millions of users are logging on to the Web to compare various specialists and practitioners before they purchase products or services.

In today’s marketplace all businesses should have a professional strong and effective web image to interact with its costumers. Nowadays costumers expect to be able to find and communicate with a business online and if you don’t have web presence costumers will not be able to find you nor trust you.

Strong web presence can help you communicate useful information to your customers. Providing detailed information to a customer - whether they live in your neighborhood or in another part of the world - can make a big difference in the survival of your business. A carefully planned and fully optimized website can provide your business with repeat visitors, 24 hours a day and 7 days a week.

Effective web presence is not impossible. By taking a few precautions before you start and following a few basic rules you can avoid the pitfalls of other sites. Main and ultimate objective is “Increase in revenue and profits”, following these compelling principles:

        I. Increase the online search engine Presence, Ranking and # of Visitors.

      II. Improve the brand visibility and get the competitive advantage.

    III. Reduce the risk of being sidelined in the ever growing world of web.

Having strong web presence using proper marketing campaign doesn’t necessarily make your website effective. Here are four strong and effective ways to avoid loosing visitors or even worse, make them never come back…

FIND GLOBAL MARKET NICHES

The Internet is to-date the most cost effective way to trade worldwide. You can virtually produce countless and trustworthy consumers with the right targeted website marketing. The Rapidly growing number of consumers making purchases through the Internet is an important proof of it.

Don’t limit your business to your immediate local markets when the whole world may be your potential market or a particular niche. With the right tools in hand “Selling across the World is just like Selling across the Street”

IMPROVED CUSTOMER SERVICE

Can your company provide a 24/7 Customer Service Solution without hiring any additional employees? 

Businesses around the globe are starting to understand that their customers are better served when they can access information about their product or services immediately via their website rather than waiting for a mailed brochure or a return telephone call. In today’s fast-paced market, how quickly and conveniently customers can access the information or purchase the product is frequently the factor that determines who will win the sale. Information requests can be processed immediately via an online Chat Assistants solution that would provide answers to frequently asked questions on your website in real time.

BE OPEN FOR BUSINESS 24 HOURS A DAY

An online or e-commerce store never closes nor faces time zone barriers. GMT +/- it all represents the same outline; having a lead coming in from Budapest or the Caribbean at 2Am local time signifies a potential lead to be taken care of, one that could turn out to be a sale.

Having online presence is important but being online to your customers 24 hours a day with no work force to watch it could be a disaster. Your visitors won’t appreciate having to write offline forms to get the answer they needed at that precise moment when your staff was asleep at home. Online 24/7 Live Chat presence is an important standard to have so that you can interact with your visitors while they surf your page at any given time.

END POINT – PROFITABILITY

Show me the Money!!! A website increases your company’s profitability by limiting your sales workforce to do the closing rather than the introduction phase because there will be less time spent explaining product or service details to customers since such information would be available 24 hours a day on your website or even with Live Chat. It also saves costs by allowing your visitors to download Corporate and Product Brochures, Invoices, Programs, Plans and other important documents. Finally your website can also allow your online visitors, to have their email address added to your mailing list and at the end, sending an email to your entire email list can be done at virtually no cost.