A LivePerson's Online at Quantex
Manufacturer invites personal questions and provides real-time answers.
by Tom Mainelli, PC World
November 24, 1999, 3:01 p.m. PT
Do you have a burning question for the folks at Quantex? Point your browser to the company's Web site and fire away.
The direct-sales computer maker recently implemented LivePerson technology that lets Web site visitors click a button, ask a question, and receive an answer in real time. The service requires no special downloads, and it's free. Just be sure to ask your questions between the hours of 9 and 5 Eastern Time, Monday through Friday.
"This adds another aspect to our Web site and the buying experience," says Eric Offenberg, new media marketing manager at Quantex. "LivePerson gives a human touch."
Buying a computer can be a confusing and intimidating experience, Offenberg adds. While the Web offers users access to plenty of information, it can also be impersonal.
To access the service at the Quantex site, you click the LivePerson button at the bottom of any Customize & Buy page. You should see several operator names and options. Depending on the traffic, you may get a Quantex representative all to yourself, or they may be fielding questions from several visitors at once. Either way, you'll get a quick response to your question, Offenberg says.
Customer representatives can answer basic or complex questions, and for now Quantex imposes no time limit on how long they can chat, he says.
"Some folks have just that one nagging question they want answered," Offenberg says. Others have a long list of queries, or want the representative to offer suggestions and advice.
You may get a link in your response that points to relevant product information or other resources.
Just Ask John
I pointed my browser to the Quantex site and whipped up a few questions about desktop systems. To access the LivePerson service, I just needed to plug in a name. When I visited, three representatives were listed: John, who was available; Fred, who was talking to somebody else; and Myrlene, who was offline.
I sent John a few questions about chip sets and the graphics card needs of a PC gamer. His responses were quick, and he seemed knowledgeable. He pointed me to a more expensive system than I was looking for, but his advice was sound. When I ended my chat with John, the service asked me to complete a brief survey.
Overall, I found my brief LivePerson session productive, and people comfortable with online chatting will take to it fast. Less Web-savvy visitors, however, may still prefer to log off and pick up the telephone for an even more personal touch.
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