E-mail, despite how often we check it, is sometimes too slow to solve an urgent problem, and phone service, while helpful, is extraordinarily expensive to implement with scale.
So it was almost a no-brainer for us to deploy the MeeboMe instant messaging service on our site. At nearly any stage of the shopping experience, customers with a problem (and in need of a quick answer) can reach us instantly by clicking a link to an always-on IM window.
After a couple weeks as users, we’ve found at least a thousand reasons to love Meebo, but here are our Top 5:
- Easy to Install
It took all of 30 minutes to get Meebo going, and most of that time was spent picking the spiffy custom colors. No server-side ap to install, and everything just works.
- Easy to Use
The UI is just plain slick – users never have problems figuring out what comes next. And the always-on feature means that anytime a customer visits a page with Meebo, our service staff is immediately alerted.
- Contextual Intelligence
We deployed a different Meebo widget for each page of our site – there’s one for checkout, search, the ‘Get Help’ page, and our blog. So when a customer opens an IM window to chat, our service staff knows the nature of the user’s problem before he even types a sentence.
There isn’t one – Meebo is free 🙂
- Our Customers Love It!
This is all that really matters – our customers can get answers whenever they need them, and they like using Meebo. That means we do too.
Of course, there’s other stuff we’d love to see Meebo do:
- Take messages – if our service staff isn’t available, messages just disappear into the ether. Would be great to save those for later.
- Multiple Sign-Ons – right now, only one staffer can log on at a time to field questions through Meebo.
If you’d like to see how we use Meebo, check out the instant message window in the right column of this page. If the window says we’re “online”, say hello! Ask us about anything – our service, the weather, or whatever! We’d love to hear from you!