Managed Live Chat Providers Resources

When our live chat agent doesn’t know how to answer a particular question, we professionally handle the questions and transfer to someone much better to speak to on a particular matter. The 1st escalation is to a supervisor and then finally to you. In such instances, you should give us feedback, so that additional FAQs can be added to our knowledge base to ensure we answer that question in future.

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We ensure that all our live agents understand their assigned clients business, and it is mandatory they have studied your website and the FAQ & knowledge base material you provide.

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Our chat agents engage your visitors in a personal & friendly manner, answer any questions they may have, direct them to your valuable information, and guide them through any online processes. Our agents aim to capture vital information from the visitor, including their name, email, phone, address etc, while converting the visitor into a potential sale or while addressing any issues. Our Agents will also promote any business events or activities (upon your request) for potential customers or new customers, all in an effort to assist your sales/support team. Most importantly our agents will act as your own staff and address you as our boss( and not as a client) and your business as our business.

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