Technologies are ever-evolving to better suit the needs of the small business. Website enabled chat is no exception.
PERSON-TO-PERSON CHAT CAME FIRST
- Requires the SMB to have staff logged in to man chat sessions with customers
- Almost impossible to manage 24/7
- Customers frequently can not initiate a chat response resulting in poor user experience
- Pricing frequently “per seat” making it cost-prohibitive to some
TO SAVE TIME, OUTSOURCING CAME NEXT
- Chat sessions typically manned by non-US based teams
- Location and time-specific questions poorly handled
- Providers handle multiple chat sessions at one time resulting in slow, impersonal service
- Pricing typically per session