Chitter chatting….

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by , 11 June 2013 at 7:21 am (3283 Views)
One of the best decisions I’ve made in running [URL=""][/URL] recently was the addition of a live chat feature to the site. I do have to add the disclaimer at this point, that I’ve done no real research into the impact of live chat services on site performance, conversion or customer satisfaction. This is all conjecture and based on a small sample size.

[FONT=&quot]I’ve got to say, I love it! The direct communication with the people visiting the site and helping with the issues they have is really giving a huge boost to the job satisfaction side of my day. It’s not hugely time consuming, mostly it just ticks over quietly in the background and when someone pops on and wants to ask a question it makes a noise to alert me.

I’ve had a range of different questions asked in the last few weeks, from the random trolls who occasionally pop on to tell me what a hateful sell-out I am and scream at me for promoting venue X ‘because they won’t pay me when I broke the rules’ – you do have to get used to tuning a little bit of that out – to the far more frequent real players asking questions about specific venues, bonuses of features on the site.

Conversion wise, the customers I specifically talk to seem to have a far higher than average sign-up rate. Due to the frequent questions regarding what the best venue to sign up to is for a bonus if you play a specific game, I’ve had to generate some crib sheets for each game time for quick reference. In fact, I actually handed out the crib sheets showing the comparison of different bonuses several affiliate managers so they could see how their bonuses compared to the competition and got some really fantastic feedback, with one casino in particular – [URL=""][/URL] – coming back with a completely new set of bonuses for each of the different game types!

My experiences running the live chat facility so far have been resoundingly positive. Is this something anyone else here would consider?



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