We’re Sorry, but no one is here to take your message right now……

I’ve been visiting a lot of web sites lately seeking some product information for a hospitality client.  3 out of 4 of the web sites I hit were using the live chat feature on their web sites.  When I’m in a hurry and just want some basic questions answered, I’ll hit the ole’ live chat and hopefully discuss my needs with a real human being via chat.  Not so. All three of the sites that actually were featuring live chat at 3:00 p.m. in the afternoon were not available to chat with me.

Here’s the point.  Don’t even bother putting this on your web site if you are not going to commit to using it.  This sends a strong signal to prospects that I’m clearly not important enough for your team to respond to.  If you can actually have someone fielding questions between 9-5 then by all means, fire it up, otherwise, you are sending mixed customer service signals.

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