Ten years ago, “live chat” meant using a messenger service such as MSN Messenger to send real-time messages back and forth to each other. It was a separate program that ran on your PC, and you could only chat to the people whose email addresses you had added to the program as your “friends.”
As social media began to grow, private messaging and live chat functions began to be integrated into these sites, leaving the individual messenger programs as largely obsolete. They mean people don’t have to download any software to their PC; the chatting facility is included in the script on the web page. Web design companies in Manchester have always been at the forefront of these developments and it’s no surprise that they have continued to enhance websites by using these tools to aid their business experience on the websites they design.
Over time, these functions have become more and more advanced. People can now have video conversations through Skype or other programs or even through Facebook. Live chat has even moved to mobile devices, with people receiving and responding to live chat messages in the same way they would a regular SMS on their phone.
Support services – The 24/7 mentality
One way this has had a major impact is with support services. Previously, if we had an issue whilst using a particular website, we would have to check the Frequently Asked Questions (FAQs) page, call them or perhaps email and wait for a response before we were able to continue. With the advent of the live chat facility, many website designers in Manchester now offer immediate, one-to-one help via a chat box to some of their clients.
The live chat online help facility has gone from being something provided only by very large companies, to something even small, local companies will use to ensure great customer service and customer satisfaction.
Some sites now even offer live video support, so that the helper can show you photos or diagrams of what you need to do – or just to enable the customer to speak to someone face to face. This is only offered on a few sites, notably as support with the Kindle Fire hand held device, but it is something that seems to be catching on and spreading reasonably quickly. Web design companies in Manchester again, have managed to integrate this technology into a number of different websites this way.
When the Internet first started to become popular, it seemed to make everything a great deal less personal, with automated services and emails being that extra step removed from speaking to a person on the phone regarding a query. These days companies seem to be moving away from the standard “Have you read our FAQs” response to customers’ queries and are instead being proactive with their customer service, offering a more personal touch. These days on some websites, a chat box will open with a message immediately: “hi, my name is XXX is there anything I can help you with today?” It seems companies are responding to our preference for personalized service and new website innovations are making that possible, even at a great distance
