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  1. #1

    Thumbs up live chat improves ROI?

    hello,

    i'm a newbie to this forum and i'd like to ask if anyone of you here has outsourced live chat operators to do customer service, order-taking, etc.? i've heard that employing indians or filipinos as live chat operators could improve ROI since cost of labor in india or philippines is cheaper than here in the US.

    if i have posted this in the wrong section kindly move to the correct section. thank you..
    Last edited by kirksmith888; 10-27-2009 at 08:32 PM. Reason: dadada

  2. #2
    Join Date
    Jun 2001
    Location
    Chicago, IL
    Posts
    1,953
    One thing to consider when thinking about this if you plan on taking orders over live chat(I am assuming you are referring to messaging) is having clients give credit card information over the live chat. We use provide support which procides ssl, but especially if you record your operators conversations keep this in mind if taking CC info over it.

    I do not out source out live chat, but as for it helping sales, it does, for us at least. We just have them call if they want to place their order via a person instead of live chat.
    Chicago Electronic Cigarettes: Tobacco Free, Smoke Free. 3 E-Cig Models, 11 flavors, and accessories.
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  3. #3
    Quote Originally Posted by davidb View Post
    One thing to consider when thinking about this if you plan on taking orders over live chat(I am assuming you are referring to messaging) is having clients give credit card information over the live chat. We use provide support which procides ssl, but especially if you record your operators conversations keep this in mind if taking CC info over it.

    I do not out source out live chat, but as for it helping sales, it does, for us at least. We just have them call if they want to place their order via a person instead of live chat.
    i won't outsource my IT staff to watch over my live chat operators overseas. i'm gonna send somebody over there to monitor their activity. how's that?

  4. #4
    Join Date
    Nov 2007
    Location
    Dallas, TX
    Posts
    8,945
    Just be wary with regard to English proficiency differences, client privacy, et cetera.

    We as a company do not outsource, but some companies do. Your luck may vary.

    -mike
    Mike G. - Limestone Networks - Account Specialist
    Cloud - Dedicated - Colocation - Premium Network - Passionate Support
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  5. #5
    Join Date
    Dec 2004
    Location
    Just outside of Philly
    Posts
    88
    We don't outsource so I can't give any specific examples, but I would suggest that if you do implement outsourcing, especially outside of your country to limit the information the operators have access to. Certainly it makes sense have them available to assist customers with the ordering process but they shouldn't need any payment information to do so.

    As for the subject, I guess it depends on what you put into livechat (time + money + training). Some customers insist on seeing available live chat while others may be swayed by phone support. None are swayed by helpdesk only.
    consultingmode
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  6. #6
    Live chat does improve ROI.

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