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.