Steve
I haven't read all of the above comments but I did read your post. May I suggest the following that would eliminate desirables whilst still having the interaction with the presenters?
You could have 2 buttons on screen as follows
Ask the presenter: If you pressed this, you could ask questions such as "how long is that bracelet" "what grade are those diamonds" "tell me more about that gemstone" etc. This could be moderated by your staff and only genuine jewellery related questions could be put through. Once the moderator decides which question should be shown it could appear on a screen (where chat is at the moment perhaps) so that people can see the question and who's asked it and the presenter can reply.
The second button would be:
Request an Item: If somebody wanted to request a piece to be shown, they could press this button and put in the item number. If there is only one left in stock an automated answer could be emailed back to them that they need to buy it on the CR website and it won't be shown live. If more than one item is in stock then they could get a generated email that says, "this item is in stock and wherever possible we will try to show it in the next XX hours".
You could then eliminate the chat rooms altogether.
For what it's worth, as you say, you've had the biggest problem with the chat rooms and just reading some of the chat is excrutiatingly awful and doesn't reflect well on your business. I stopped visiting RocksTV for exactly this reason and I'm not the only one.
Having 2 chat rooms will only make this worse. It will be an unwelcome distraction and will become more of a forum. I, as a customer, want to see jewellery and ask questions and find out about it. I don't want to see people bitching and no matter how well moderated a chat room is, it's not possible to have the talk all about jewellery. Much as I love my bling, even I'd struggle to do that!!!!
I understand that this would, in essence, change the RocksTV format BUT the interaction with the presenters will still be there. Perhaps, if you felt that you needed the Chat room it could be limited to one hour per day between the hours of X and Y. That way, regulars who feel the need to chat could log on at that time. It would be less time to moderate and for the majority of the time you could remain jewellery focussed.
I hope these suggestions have helped. Keep up the good work.
Meesh xxx
p.s. Email me if you want to discuss the above!
) who tried to keep the chat on the topic of 'bling' in the very early days of RocksTV, was vilified by 'outraged' customers. I believe she was sent on early maternity leave because of the dreadful kerfuffle, she certainly disappeared very quickly. I thought she was right at the time, and now it seems Steve agrees. I hope she gets an apology.
