How Does An Online Operator System Work?
Online Operator systems are two-way chat systems that lets website visitors connect with your staff using a popup chat window.
First, you will need to have a chat application added to your website server. Next, the system will be configured and some code placed within your website so website visitors will see a graphic and know if your online operator is online or not.
When your staff logs onto the system, they can answer chat requests from visitors and save the chat session or email the chat session to the customer.
When your staff leaves for the day, you turn off the system, but the chat window can still take email questions and notify your staff of after-hour inquiries.
Benefits of an Online Operator System
- Can be added to an existing website
- Web-based so any staff connected the internet can take calls
- Canned responses can be added to the system for detailed, standard answers to questions
- Online Operators can hand off a customer to each other, so staff with specialized knowledge can assist a particular customer
- Potential customers can get questions answered from a real person, making your website personal
- The system can be operated remotely
- One operator can handle several customers at the same time
- Allows you to turn would-be prospects into actual customers
What Does an Online Operator System Cost?
Most systems cost a few hundred dollars for the software, but you will need to have the software integrated into your website, and you will need to have your staff trained. Some time will be needed to properly configure the system and to import “canned” responses.
Customer Service Tips When Using an Online Operator System
- Make sure those using the system are good communicators. Online operators should engage and help potential customers, not just press keys to send canned responses.
- Do not overload an operator with too many simultaneous conversations. Online operators should not handle more than two or three calls at the same time. Switching between customers will take time and customers will see a lag and sense they are not getting the operator’s full attention.
- Train your staff. Have several mock sessions with your staff playing the role of both customer and operator and throw difficult questions at your operators.
- Review operator transcripts. Be sure to review some of your operator’s transcripts once in a while to see how your operators are working with potential customers.
- Personalize your online operators. Use photographs or graphic avatars to represent your different operators so potential customers will not just see text in a popup window.
- Limit your canned responses. Canned responses should be limited to complex instructions, URLs, procedures and information that will take a long time to type. A good operator will want to help the potential customer with their questions, but should not rely on having all the answers in the system.
Getting Your Own Online Operator System
You should work with your website designer or those responsible for your website. They can help with the installation, integration and set up of your system, and assist with customizing the chat software.
There are many different applications that all work basically the same way. PHP and mySQL systems are very common, such as PHPLive Help!.
You will want to customize the chat windows so they match your website design scheme and appear to be a part of your website.
Summary
An Online Operator system will pay for itself in a short time. By engaging website visitors and answering their questions while they are on your website, you are able to give them great customer service and access to all the information they need in order to make a buying decision.
Operator transcripts, including email addresses of potential customers can be forwarded on to your sales department for a followup call or email, to further assist would-be customers.
An Online Operator system is cost-efficient and does not tie up customer service resources the way telephone calls do.
Anyone in your company with internet access can take a call, allowing you to make the most of down time and to boost an idle employee’s efficiency.
Operators can work from home, allowing you to offer a tele-work experience for some employees and allowing your company to go “green.”
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