First off, we use tawk.to to outsource live chat. We work with hosts to understand the need, schedule and other parameters for the chat service, and then take it live. We’ll create a widget in tawk for you, and then add our staff. We’ll add members of your own team as well so that your team may take chats, or just review stats and transcripts as needed! We’ll provide you that widget so you can place it on your site, and take our chat service live!
Agents work in much the same way as they do over phones and tickets, in that they’ll first triage the issue. If it can be solved quickly it’ll be handled over the chat. If it is expected to take some time to resolve, agents move those chats into tickets where we can then follow up with customers.
Marrying the best of phone and ticket support, chats allow agents to go a bit deeper when solving issues by leaning on the copy-and-paste feature in the live chat, all while not bound to the same time constraints as phone support(billed per-minute). Just like tickets, chats are billed per-instance.
Whether customers misplaced or dunked their phone, prefer written communication, or just don’t have the time to sit on hold chat offers them an avenue to get all kinds of support they might not otherwise. And whether hosts need free time, a better app, or someone to offer a helping hand there’s no better time than now to outsource live chat with IP Geeks!