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Thread: ShopTalk - Do you use it?

  1. #1
    Join Date
    Apr 2012
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    Default ShopTalk - Do you use it?

    Do many of you use the ShopTalk feature? If so do you find it helps you to convert more sales, reduce abandoned baskets?

    Do you wait for a customer to contact you, or do you jump in and ask if they need help if they are just browsing, or perhaps wait until they have added an item to their basket.

  2. #2
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    I didn't get on with the built-in chat facility. I use one called Zopim (free for one user) and it is good. I hear from loads of people via it and have no doubt it has lead to conversions and people also use it to ask about their orders etc...

  3. #3
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    I'm to always at the PC, but if I am and I see someone online, occasionally, I have opened the chat window…and without exception, when I have, within seconds, the potential customer leaves my site.

    I have also, when at the pc, just let=ft Shop Talk open - but, no one has ever used it. BUT , I think that may be that it isn't that visible to make an impact, unlike others I see when I am shopping online. Personally, I like to have a chat option when I am browsing

    Terry
    Terry

  4. #4
    Join Date
    Nov 2013
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    I don't really mind sites that have the Chat option but actually jumping in there with a 'hello can I help' when you see someone browsing I think is a little creepy. This happened to me the other week whilst looking for phones - got the message 'We can match anyone else on price' I didnt like it and I just thought it smacked of desperation - so I cleared off.

  5. #5
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    Sep 2013
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    Default

    I like to have the option to chat (I'd rather use live chat than call someone) but if i'm prompted to chat or a pop up forces itself on me then I tend to leave the site im using as I feel spied on lol.

    I've only once tried to force a chat where I was looking at the users online and noticed someone having problems checking out. Even they didnt talk to me
    www.order-flowers.co.uk

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  6. #6
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    Nov 2013
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    Quote Originally Posted by Flowers View Post
    I like to have the option to chat (I'd rather use live chat than call someone) but if i'm prompted to chat or a pop up forces itself on me then I tend to leave the site im using as I feel spied on lol.

    I've only once tried to force a chat where I was looking at the users online and noticed someone having problems checking out. Even they didnt talk to me
    Completely agree - it is quite creepy

  7. #7
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    Quote Originally Posted by Jay G View Post
    Do you wait for a customer to contact you, or do you jump in and ask if they need help if they are just browsing, or perhaps wait until they have added an item to their basket.
    I never initiate chats. They use it to start a chat with me.

  8. #8
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    Sorry my pet hate, I normally leave the site, especially if the chat pop-up loads within seconds of landing on the page
    Steve.
    Knowing my luck, the day that my boat comes in -- I'll be at the airport!
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  9. #9
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    Interesting thread about Live Chat on here http://www.ukbusinessforums.co.uk/th...2#post-2386294
    Steve.
    Knowing my luck, the day that my boat comes in -- I'll be at the airport!
    www.designerpicturemounts.com Photo mounts, Heart Shaped Mounts, and many other Shaped Photo Mounts

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  10. #10
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    Dec 2011
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    I've experienced the same as most other people, as soon as I initiate a chat then the customer disappears. I too think its a bit off putting when you know someone is watching what you are doing.

    However I have seen some good livechat systems, the ones that sit quietly at the bottom with a notice to say someone is available if you would like to chat I prefer. For instance I like what solopress.com use.

    Ian

  11. #11
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    Feb 2011
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    West Midlands, England
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    That's very similar to Zopim, which we use on www.alzproducts.co.uk

    Would definitely recommend it, good software that you can use on any computer, they even have an app for smartphones.

    Having it on outside business hours (if you're still working as I'm sure many of us are) means that customers can see that someone is online & will initiate a conversation instead of going elsewhere, many of these conversations lead to sales. Especially useful for international customers.

    Customers also seem to like the ability to leave a general query from any website page, when you're offline you can set Zopim to change into "Leave us a message", alternatively, you can turn it off completely, it's very customisable.

    General queries have also gone up since we installed the app, and finally, you can see their complete viewing history so you can get an idea of the context of their questions, as I'm sure many of you have scratched your heads a few times wondering what the customer is talking about.

  12. #12
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    Agree with all of that. I have been using it for a while. It sits quietly (but quite large, lol) at the bottom for people to use if they want... and use it they certainly do

  13. #13
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    May 2012
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    I would like something like Thomasmurry is using on his site but where people just see the tab to leave a message, as we can't be available for live chat most of the time, but a quick link like this to sending a message I thought would be good for us. It looks like Zopin has a free version, has anyone any experience of the free version?
    Last edited by niche; 25-02-2014 at 07:56. Reason: addition

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