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The Northeastern Lumber Manufacturer’s Association has launched the lumber industry’s live chat service option for visitors to its website.
“As far as we can tell, NELMA is the first lumber association nationwide to provide a live chat service option to website users,” said Jeff Easterling, president of NELMA.
Upon visiting the main NELMA website at nelma.org, a chat box—featuring avatars of its cartoon mascots—pops up encouraging users to ask questions or talk about NELMA products. Once the visitor clicks on the box, they are connected to a NELMA staffer, typing on behalf of the cartoon character. In its infancy, the chat option will be available during East Coast business hours (7 a.m. – 5 p.m.), and all queries will be handled by a live NELMA staffer.
“The live chat takes service and responsiveness to another level,” said Easterling. “We’ve all been frustrated by not being able to get a live person when we need customer service help; hopefully the live chat further minimizes that unsatisfactory option, at least in this corner of the wood industry!”