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What is Human Click

© Maureen Fleury

Not too long ago I had an entry on my credit card bill that I couldn't identify. By luck, there was a website name so I went to the URL to find out what it was all about. Rather than trying to search around for an email address on the site, there was a little box with an inviting message, "How May I Help You?" I proceeded to click on the box and a chat screen appeared with a friendly "Good morning, my name is Tracy and how may I help you?" I told her my story and she asked some questions about the entry, such as the date and transaction number. Within seconds she had the answers and also offered to rectify the charge made to my bill.

This is what I call fantastic customer service!

I didn't need to hunt around for an email address. I didn't have to compose an email and I didn't have to wait hours or days for a reply. I'm sure it would have taken several emails to rectify the problem. In the meantime, I was accruing interest on my credit card.

How is this all possible?

There is a software application called Human Click* which provides real-time communication with any visitor to your website. The visitor does not have to download any special software; all he/she has to do is click on the button. A webmaster needs to install the software on the site and has a choice of functionality, depending on the version. There is a free version with basic capability and the other two versions (available at a low price) have a few more bells & whistles. The pay-for versions allow visitors to leave messages if the webmaster/customer support staff are not available. It also allows custom scripting and graphics. When a visitor arrives on the site, the webmaster/support staff is alerted on his/her computer. At this point, the webmaster/support staff can wait for the visitor to initiate contact or send out an invitation to chat. If the visitor does not want to speak, he/she merely closes the window.

Why consumers should use Human Click?

If the site is offering customer support or merchandise for sale, equate this to walking into a shop. When you go into a store, you may have a question like, "do you offer this sweatshirt in blue?" or "what is your warranty?" When you are shopping online, you may have a question such as "do you ship every day?" or"what happens if the merchandise is damaged during shipment?" or "what is your return policy?" Any savvy shopper wants to know before he/she buys. Some websites have catalogues of merchandise without a search engine. It is easier to ask if something is available, rather than roaming through pages. Picture it as a virtual salesperson. Another good example is finding out answers to software problems. You have just purchased a graphics program and have followed the instructions in the help file, but what you are doing doesn't seem to work. You could go to the website and converse with a techie in real time!

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