"Earlier this week I was unable to log in to Bank of America’s site. I thought about calling, but I hate navigating through phone trees (plus there is the fact that I do not sound like my husband–whose account I was trying to log in to–but we won’t go there). I was just about to give up until the following window popped up on my screen:
My first thought was, “How cool, I don’t have to talk to a person!” Yep, I am officially a geek. My second thought was, “Wouldn’t it be cool if we offered a service like this to patrons using our catalog.” After so many attempts to find an item a window would automatically pop up and offer to let the patron chat with a librarian."
Read Lori's full post, Learning from Corporate America.
I absolutely love this idea. There's nothing more frustrating to many of our customers then trying to navigate the online catalog. Imagine if you could easily engage them in a chat session and walk them through the process from inside the catalog itself - connecting with them at their point of need and frustration (& before they are totally disenchanted and disappointed)... Hmmm
Yup, Love it! ... but would love it more to see it implemented... Hmmm [scratches head] :)