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1. How did you start your online business?
HumanClick was formed by 3 partners, Eitan Ron, Tal Goldberg and Eyal
Halahmi, who had worked together previously in the past and had been friends
as well. They wanted to create some sort of service for the Internet which
would make the surfing experience more enjoyable. One thing they noticed was
that most sites offered only a series of "click throughs" rather than any
type of truly interactive experience. The most real type of interaction you
can get, they felt, was the one thing missing on the Net - a real human
being! Thus was born the idea of enabling web sites to be "human - enabled"
or to have a real human being there behind the virtual wall!
2. How does your business help webmasters?
Webmasters, and especially e-commerce businesses, who use HumanClick are
able to see who is on their web site in real time, what pages these visitors
go to - and to chat with them! Webmasters can see all visitors who come to
their site and chat with them -Visitors don't have to register or download
anything at all! Most webmasters want some sort of statistics
about their site - and these services do exist - but the combination of
seeing who is on your site - together with the ability to give them live
customer service is a very strong tool! Especially considering our service
is the only one that is free! So they can offer customer service as good
as - and sometimes better than the big guys - and this way their site
becomes a place that people will talk about - buy from - and tell their
friends to visit!
3. How did you go about promoting your web site?
Word of mouth is one way - we have lots of happy customers who tell other
web site owners that they know. Another way is through our 'self ad' - under
the icon that is on each of our customers' web sites is a smaller icon that
says "free from HumanClick". Anyone who clicks on this will get to our site.
In addition, we have found that advertising through very focused newsletters
is often a relatively inexpensive and yet successful means of getting the
word across the Net.
4. When did you start your business?
HumanClick was established in June 1999.
5. How has your business grown?
Our service has been available to the general public since it's launch in
December 6th, 1999. In the last 4 months we have grown from being completely
unknown to being the most popular Customer Relations Management system on
the Net. We have more customers, I believe, than all the companies that
offer such a service for a fee do - and there are many such firms.
6. Do you have any tips for webmasters?
Be friendly. Sounds like a simple tip, but in this virtual world, I have
found that good customer service depends not only on getting the right
answer to the customer, but on keeping a positive attitude when doing so.
Web sites should be friendly, not hard to navigate, and you should allow
interaction on whatever levels you can with your customers. Let them talk to
you! Answer their emails! Don't robotize everything just to make life
easier. A happy customer is one who gets a real answer from a real person.
You can do that for free with HumanClick!
7. Do you have any other comments?
Having worked in marketing software for the past 10 years of my life, I have
never been happier than in this Internet market. On the one hand people's
expectations are that the Internet will give them everything, and yet, they
have quickly become disillusioned, and it has been my joy to show them that
customer service is alive and HUMAN and real, and theirs for the taking.
It's also such a joy to work in this market that is totally international -
where one minute I'm chatting to someone from Minnesota and the next minute from someone else in Malaysia, each with similar needs!
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