This is great. Congratulations to just taking the leap and getting it done and proven.
How are you thinking about scaling it? How to understand every websites issues and provide a live Customer Service?
How are you thinking about scaling it? How to understand every websites issues and provide a live Customer Service?
We've got a solid process for managing chats for a diverse group of websites.
- We go through a detailed on boarding process to get the info we need. We study the ins and outs of your site, and also ask questions as needed before starting the chat service.
- If we don't know the answer to a question, we are honest with the visitor (visitors appreciate transparency rather than halfway answers). We then offer to connect them with someone on your team via email to get an answer asap.
As simple as this sounds, the attention and transparency goes a long way based on what we're seeing.
As far as scaling, we've got numbers around what it takes to manage a customer at various website traffic levels (prices are based on website visitors), so I've got an idea of how we'll scale for customers vs chat team.
I think this is s good idea. At my last company, we did live chat, and it was very popular. But the constant interruption to our few developers wasn't feasible. And later, it was hard to get salesguys to make sure they were really always available. Taking the front load off is excellent.
Right now, we don't escalate via live chat but instead connect them via email quickly.
The bulk of our customers don't seem to be using live chat now, so doing an escalation / transfer process via live chat could be a source of confusion and friction. For now, we'll stick to email connections (working well), but it's on my list.
Thanks Michael!