We have two sites hosted on the MonsterCommerce Shopping Cart Platform. Lately they have been touting their partnership with the Google Checkout system, charging $99 per month to use this service. I was trying to justify this added expense so I thought I would try discussing this with their live chat.
Chat Sales Rep: Good Afternoon & welcome to MonsterCommerce. You have reached the Sales department. Is there anything I can help you with?
Me: We have 2 Monstercommerce sites and I would like to better understand what benefits Google checkout would give us.
Chat Sales Rep: Technical support will be the best option for immediate assistance. They can be reached toll-free at 1-888-252-3266.
Me: I was asking about product benefit, not about technical support.
Chat Sales Rep: MonsterCommerce is proud to announce we are among the first e-commerce providers to be aligned with Google Checkout!
I won’t bore you with the rest of the chat session but suffice to say that I didn’t get my answer from this individual. I ended up calling their sales group on the phone instead.
I was reminded of a wonderful book I’ve read recently called Waiting For your Cat to Bark?. It has a fictional live chat passage which is supposed to be an extreme example of a non-relevant chat session. But oddly enough, it happens to mirror this real conversation very closely.
Organizations that do live chat on their web site – please make it meaningful to the people asking for assistance rather than just pasting answers from a script. Obviously scripted answers save time, but it helps to read what the customer is saying before just ‘plopping’ something into the chat window.
What about you? Do you have Live Chat experiences (good or bad) to share?