• Industry Insights
  • 6 Essential Questions To Ask Your Live Chat Provider

    Live chat has become an essential tool for businesses of all sizes looking to engage customers, provide support, and increase online sales. When selecting a live chat provider, it is important to consider all of your options and ask the right questions to ensure you are getting the most out of your service. 

    From pricing and customer service to features and support, there are a number of essential questions to ask your live chat provider before making any commitment. Knowing what to ask is key to ensuring you choose the best provider for your needs.

    1. What are the pricing options?

    Live chat is an investment, and before you commit to a provider, you want to understand your options and the cost associated with each. Consider how many agents you need to support and the subscription model each provider offers. 

    You may also want to consider the long-term costs associated with the service. Some providers offer discounts for longer-term commitments, so be sure to ask about any potential savings. 

    Depending on your needs, you may be able to find a service that offers a pay-as-you-go model. This option is great for smaller businesses that may not be able to commit to a specific monthly cost.

    2. What customer service options do you offer?

    Customer service is one of the most important aspects of the live chat experience. You want to make sure the provider you choose offers excellent customer service and is able to accommodate your needs. Before choosing a provider, ask what type of customer service is offered and what their response time is. 

    You also want to ask if the provider has any additional features available, like real-time language translation or a knowledge base. If you want to offer exceptional customer service through your live chat, you want to make sure the provider you select has the tools needed to help your customers quickly.

    3. What features come with the service?

    Before selecting a provider, it is important to understand what features come with the service. You want to make sure the service you select offers the features you need to optimise the live chat experience for your customers and make the most of your investment. 

    Depending on your business, you may want a service that integrates with analytics and a number of other tools. You also want to keep an eye out for the availability of communication tools, like emojis and GIFs, to make the live chat experience more personal and engaging.

    4. What customisation options are available?

    Depending on your business, you may want to select a live chat service that offers significant customisation options or one that provides a basic service that can be tailored to your needs. 

    For example, you may want a service that allows you to select from a number of themes or one that allows you to fully customise the look and feel of live chat for web. You also want to make sure the provider you select offers any additional features you may want, like the ability to integrate with other tools.

    5. Does the service integrate with other platforms?

    Before selecting a provider, you want to make sure the live chat outsourcing companies you are selecting from integrate with other tools, like your website or e-commerce platform. 

    You may want a service that allows you to push content to your customers through live chat, like blog posts or sales promotions, or one that allows you to pull information, like product inventories, from other systems. 

    By selecting a service that integrates with your other platforms, you can make the most of your live chat investment and save time by avoiding duplicate data entry.

    6. Are there any long-term commitments?

    Depending on your business and the live chat service you select, you may be required to make a long-term commitment. Before selecting a provider, it’s best to check if there are lock-in contracts. 

    You may want to first try the service on a monthly basis and have the ability to terminate the service without penalty if needed. Before making a commitment to a live chat provider, you want to understand the cancellation policy and make sure it is as flexible as possible. 

    With so many live chat providers in the market, it can be difficult to make the right choice. But with these questions, you should be able to identify a provider that’s right for you and your business.

    Greechat: Your one-stop shop for live chat services

    Greechat is a leading provider of live chat software, live agents and live chat services. Having served businesses and websites around the world from Australia, the UK, and the US, Greechat’s easy-to-use customer service chat software is loaded with helpful and customisable features.

    Greechat’s fully managed live chat sales channel integrates with all your existing website features to provide a seamless experience for both you and your visitors.

    It only takes two minutes to install our software code, a week to train the agents to proactively engage your visitors, and a month to start showing ROI. To give you time to assess whether we meet your needs and expectations before making any contractual commitments, we offer the initial month of service without a contract. 

    If you’re ready to level up your website’s customer experience, reach out to one of our experts at Greechat.