Sponsored by the Statewide Virtual Reference Project, Washington State Library,
a division of the Office of the Secretary of State.
Funded by the Institute of Museum and Library Services through the Library Services and Technology Act.
MORE TO EXPLORE: CHAT "CALL CENTER" SOFTWARE
To learn more about the use of chat reference, explore the chat "call center" software
used by online retailer Lands' End.
First, go to the Lands' End Web site at http://landsend. com/ .
On the home page, what options are given for contacting a sale representative?
Where do you find a link to the Lands' End Live text chat?
Using live text chat, ask a question about a Lands' End product.
Here's an example we used:
"I'm looking at the wheeled ballistic business case. Will my wide screen
laptop fit into this case? "
00How did the sales representative greet you? Were scripted messages
used?
00How did the sales rep answer your question?
00Was your question answered to your satisfaction?
00Was any follow up needed or offered?
00What did you think about the customer service provided?
What did you learn from this interaction that you want to apply to your own virtual
reference service?
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