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  Post #1 (permalink)   06-25-2014, 01:52 AM
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Hi, we have been trying the chat online widget on our website <name snipped>. and it is going good, right now we run the show :-)
but still when people leave the office it is turn off, we dont want to leave it oeen for email registration


So my question is, how many of you use outsource comapnies for chat service online? dose it any good?
 
 
 


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  Post #2 (permalink)   06-25-2014, 10:47 AM
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I've outsourced my support one time, and it didn't end very well. I believe that it is better to be active on your own live chat. If you outsource, a lot of the time, the people that you hire can't do certain tasks/don't know anything about your company/as well, they don't generally speak good English and eventually get sloppy.

I'd go with hiring more staff personally, because if you get good outsourced support, you're going to be paying hundreds of dollars per month towards that, when you could have a few good employees to handle live chat that will do much better. However, if you do decide to go with live chat, be sure to monitor everything they do.

I wouldn't recommend outsourcing your live chat, and keep it within the company. If anything, you could outsource your tickets, but I still don't feel too comfortable about that.
 
 
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  Post #3 (permalink)   06-26-2014, 08:34 AM
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I fully agree with the above. You need to be reliable partner for your customers. Outsorcing your job is either costly or dangerous and should be avoided by start-ups.

AS for the chat system - Livezilla serves us good. It starts a chat when we are online and transforms it into a request ticket if there are no active agents at the moment. Therefore, all requests are processed in a timely matter.
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  Post #4 (permalink)   06-26-2014, 08:53 AM
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Quote:
Originally Posted by yoni View Post
Hi, we have been trying the chat online widget on our website <name snipped>. and it is going good, right now we run the show :-)
but still when people leave the office it is turn off, we dont want to leave it oeen for email registration


So my question is, how many of you use outsource comapnies for chat service online? dose it any good?
We were looking at the outsourcing route, but as others have said it's best to keep the support in house who better to know your business than your own stuff (sometimes )

Livezilla is good, but at present we don't get a lot of requests for live chat at the moment to warrant paying for such a solution,

if anything we do a lot of support using Skype.
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  Post #5 (permalink)   07-09-2014, 05:24 PM
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I use Jivo chat and it's really good. It is web based but you have total control over every aspect. Something I recommend to all.
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  Post #6 (permalink)   07-21-2014, 07:53 AM
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Live chat support is essential for a hosting business, People can understand much better via live chat even than reading the tos. Regarding the outsourcing Live chat or Helpdesk, note that you needs to define well the rules, What you accept and what you dont accept, means policy should be clear and change in policy should be notified exactly. Several Hosting gaints outsource helpdesk and Live chat to third parties.
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  Post #7 (permalink)   07-22-2014, 06:27 AM
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I've outsourced my chat service online.So far doing good
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  Post #8 (permalink)   08-25-2014, 07:31 AM
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For software try siteheart.
@lanka, who are you outsourcing your service with?
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  Post #9 (permalink)   08-28-2014, 02:42 PM
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We outsource our tech support right now, just for tickets. Our other support channels are available during business hours.

We're also a little bit different than the average web host. We also do web design services, so those sales questions are hard to outsource.
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  Post #10 (permalink)   10-04-2014, 04:00 AM
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A best option for Live Chat / Sales support with in-house staffs, which might not need 24x7 like as Technical Support. Outsourced staff might not give the exact answer to the prospective clients like as your own staff can give.
I only prefer Outsource support for Technical issues only as secondary option for 24x7 support.
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  Post #11 (permalink)   10-22-2014, 11:26 AM
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Support should be done by your own support staff and not outsourced.
 
 
 


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  Post #12 (permalink)   02-16-2015, 05:19 PM
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We have hired freelancers remotely to handle chats and it is working quite well.
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  Post #13 (permalink)   02-18-2015, 07:49 AM
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When you all say you have hired staff or should hire staff for support, what kind of money are you paying these support people? I would think hiring an employee would cost way more than just outsourcing.
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  Post #14 (permalink)   02-18-2015, 08:23 AM
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Quote:
Originally Posted by energizedit View Post
When you all say you have hired staff or should hire staff for support, what kind of money are you paying these support people? I would think hiring an employee would cost way more than just outsourcing.
Really depends on the country you live in as the salaries can strongly vary. But even if support salaries are slightly more than those for outsourced support, the difference in quality would give much greater value to your investment (provided you do also train them properly).

I agree that for a startup, especially a one-man-show this might be too great of a cost, but in the long term in-house support is the way all hosts should go.
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  Post #15 (permalink)   04-01-2015, 09:51 PM
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If you're a one man show, its best to do it yourself although its hard at the start. Rhino Live Chat is one good software to start with
 
 
 
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