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.

Table of Contents

6 Essential Questions To Ask Your Live Chat Provider

1. What are the pricing options?

2. What customer service options do you offer?

3. What features come with the service?

4. What customisation options are available?

5. Does the service integrate with other platforms?

6. Are there any long-term commitments?

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.

💡KEY TAKEAWAY: Live chat is an investment, therefore you should look into the long-term costs before choosing a provider.

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.

💡KEY TAKEAWAY: Ask about customer service and response time before selecting a provider. If you want to deliver excellent live chat customer support, be sure your supplier has the capabilities to serve clients fast.

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 customer service chat software 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.

💡KEY TAKEAWAY: Enquire about the different features that come with the service to determine what is most optimal for your needs.

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.

💡KEY TAKEAWAY: Find out if there are any design and customisation options included in the basic service to tailor the live chat to your website.

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.

💡KEY TAKEAWAY: Check if the service integrates with other tools, such as your website and e-commerce platform.

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. 

💡KEY TAKEAWAY: Ask about contract terms and any required long-term commitments before making a decision with a provider.

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.

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By providing you with insights and tips on how to generate more sales with the same traffic, we remove the guesswork from expanding your business with live chat through our blog.

Greechat’s live chat service helps businesses retain customers by providing constant, real-time support.