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Customer chat tricks of the trade
Sure, Web-based chat applications on your site represent a leap in customer service and sales technology. But let's not forget that the brick-and-mortar standards still apply. If an end user is comfortable and finds your online rep trustworthy and predictive of his or her needs, the opportunities increase exponentially.
Managing the conversation into a rich, personalized experience that adds value requires a deliberate style and tone - one that, while respectful, is perhaps more suited to instant messaging (IM) or text-messaging rather than stodgy or overly formal communications.
Also, we now have the technology to inform each interaction, to personalize it, to target the conversation and really make the interaction shine with the capabilities of chat.
