Forum Moderators: phranque
Is the operator who comes on in the little chat box in a facility you own? Someone you've hired. Are they working remote from another location?
Do you pay some kind of service to have a chat operator to answer customer questions? How much does it cost?
I see it all the time on sites I go to, but don't know what the usual set up is..
You provide them with a script, perhaps some additional material that they can refer to. But definitely a script, which they'll put into their computer system. A call comes in, it's routed to an operator who has been trained on that particular script, and the script comes up on the screen. The script can have branch points, depending on customer responses, and can include "transfer to...", etc. They might collect information, which they will type-in to a form in the script.
While you're having your chat, have some sympathy for the person at the other end, especially if they look a bit fidgety. There's most likely somebody standing at the end of the row that tells people when they can go to the bathroom... and watching them like a hawk!
It was hilarious in the Transformers movie when the call center operator in India was asking if the caller wanted some promos being offered by the company.
The few times I've used a chat operator they've been in the US (I ask!), or at least they say they are.
1) You have someone handle it for you, you depend on the call center like person to handle any questions.
2) You actually log into the system and are available for conversations, or someone who works for you.
I have done the second before, it's pretty simple, you log in and it stays logged in and minimized in your system tray, when someone wants to chat, you get a popup with the information, pretty simple, good solution for quick questions. You will need to see if your business model can support something like that. If you have a lot of one off simple questions, then it may be ok, but if you have a long drawn out conversion process you may find yourself with more than you can handle.
One uses a service, the other-a local Ford dealer whose parent company has over 100 other dealerships in their 'group' uses someone in house-and in the USA.
I'll keep investigating as opportunity allows. I've got connections and some experience in Asia after living their recently for 2yrs, and have wondered about starting a service for US companies that would be cheaper than rates paid to US-based employees..
To employ relatives there if nothing else.. :)
