How to Choose the Best Live Chat Provider
It’s no secret that we live in a world of instant gratification. Whether the I-want-it-now mentality is good or bad is irrelevant. The fact is that as a business, you need to take measures to meet your customers’ demanding expectations. So you obviously need live chat on your website for servicing, capturing or converting more customers. However, the question remains. Who is the best live chat staffing provider? Asking potential companies the following questions will help you decide which provider’s skills exceed industry standards.
Do you charge by the minute, by the shift, per seat or extra for 24/7 coverage?
The answers to these questions should be “no,” “no,” “no” and “no.” Chat Logic only charges you for successful chats that meet your objectives. This is highly unique in the industry. If you are being charged by the minute, by the shift, for a dedicated seat or have to pay extra for 24/7 coverage, there is a more cost-effective way — it’s called Chat Logic.
Are your operators 100% USA based?
Be careful with this one. Many companies will tell you they have both, U.S. based and offshore agents for overflow traffic. More than likely this means they have a few operators (if any) in the U.S., and the vast majority of your chats are going to be answered off shore. “One hundred percent U.S. based operators” is the only acceptable answer — and you should ask to interview them if you have any doubts.
Are there any long-term contracts?
This one will very easily get you trapped into a bad service agreement, risking a drop in chat quality at any time. By not entering into a long-term service agreement, you can cancel at any time. With Chat Logic, we believe we need to earn your business with every chat, and we’ll never ask you to sign a long-term contract.
Can we test your level of service with a free trial before we go live?
This is critical to ensure that the level of service is adequate for beginning chat service. Chat Logic allows you to be the judge by offering you a free 7-day test drive of our services.
Chat directly with the chat provider’s agents!
This mistake is very common. Many companies claim to be in the United States or don’t disclose their physical location at all. Chat with them directly, ask where the chat operator is specifically located. Ask if they are in office or “work from home”. If you think they are not in the USA, ask them if they are using a translator to communicate with you.
Do you have customizable workflows for exceptions, special scenarios and voice calling?
Make sure your provider can do things like escalate chats inside your company to the right people on-the-fly, take special measures when certain incidents arise or even call you at 3 AM with a critical customer, question or situation.
Ask if you can visit their US-based operation facility.
When they tell you they are in the United States, find their address first with Google Earth® to make sure it’s not a shared office spot or PO Box. If you look up our address, you’ll see a building in downtown Cleveland, Tennessee. If you’re still not satisfied, schedule an on-site visit.
Is the initial knowledge transfer, FAQ database creation and training of your staff free of charge?
While we highly doubt you’re going to get all of this for free from anyone else, be sure to ask what professional services charges there are.
Will you create real-time interfaces to our back-office systems, CRM or ERP free of charge?
Most companies won’t even have the technical resources on staff to do this — much less to do it for free. Chat Logic does — and most implementations are free.
Is your company dedicated exclusively to chat outsourcing?
We think we’re the only one in this category. Just keep in mind, most BPOs generally build websites, answer chats, answer telephones, design logos, handle IT and anything else you ask them to do. Remember that the more services are on that list, the less focus there is on your chat quality.
Is there a supervisor I can get on the phone 24/7 in the event of an emergency?
Most companies will have 24/7 chat on their site, but it’s not a supervisor — and we bet no one will give you a direct line to a supervisor that can be reached 24 hours of the day, 7 days a week, 52 weeks a year. At Chat Logic, the person who answers your call at 3 am is the person who can immediately rectify any situation. No callbacks, emails or messages — just instant gratification.
Do you offer a free trial with absolutely no charge or money down?
Again, we haven’t seen anyone who offers the full service as a free trial. We don’t even request a credit card number.
Do you offer a money-back guarantee?
We can’t speak for anyone else, but we can tell you that Chat Logic will refund your money for any chat with which you are not satisfied and/or your base monthly charge if you feel we haven’t done what we promised.