Virtual Chat/E-mail Operator Services

Significantly reduce hiring, management, and support costs by outsourcing your entire live chat/e-mail customer support and sales personnel to WebsiteAlive’s Virtual (Outsourced) Chat/E-mail Operators Solution. Our highly-trained, professional, and dedicated live chat and e-mail support representatives provide answers to your customers in behalf of your organization ensuring that your service desk is highly responsive and available without missing a beat.

With Virtual (Outsourced) Chat/E-mail Operators You Can:

• Provide a high availability help desk support (live chat and e-mail response) for your web site during off hours, allowing you to compete in a 24/7/365 global economy.
• Cut your hiring, HR, and personnel management costs significantly.
• Offer equivalent if not improved sales and support services which are invisible to your customers.
• Train our representatives to handle certain business processes and actions at a fraction of the cost.
• Provide a Service Level Agreement (SLA) to your customers on live chat and e-mail response times to add even more value to your organization.

Frequently Asked Questions

• How are the virtual representatives trained?
  
  Operators are interviewed and selected based on their proficiency in English, typing speed, etiquette, and analytical decision making skills. Qualified representatives go through training sessions provided by a call center manager. A support document and materials are required from the client which details the types of questions and answer pairs the operator should be prepared to handle.

• What if the virtual representative does not have an answer to the question?
  
  When questions and requests arise which are out of the representative’s scope, the standard process is to have the representative collect the customer’s information, forward the information to a higher level support contact, and explain to the customer their request has been submitted.

• I am concerned with privacy as I am uneasy about allowing access to our company information and processes to a 3rd party.
  
  At WebsiteAlive, we follow a strict Privacy Policy and code of ethics in which will keep your sensitive company information safe and vaulted. We are not in the business of sharing, selling, or redistributing your sensitive information to 3 rd parties. For more information on our Privacy Policy, visit: www.websitealive.com/privacypolicy.asp. We can also consent to any non-disclosure agreements necessary.

• Where are the virtual representatives located?
  
  Our outsourced representatives are selected from various countries around the world. Highly-educated, English-speaking talent can be found in locations such as India, United Kingdom, Pakistan, and Australia. Our global outreach allows us to provide intelligent and around-the-clock support personnel which will impress your customers at any hour of the day.

• How do I ensure quality of the chat inquiries answered?
  
  We regularly monitor chat sessions and review chat conversations to ensure the relevancy of the operators’ responses. Our Return Resolution Report allows us to see which customers have their questions answered the first time, ensuring a pleasant user experience. Based on the traffic your help desk receives, adjustments are constantly being made to ensure an efficient and effective call center.

• What are the minimal hours and/or chats required for engagement?
  
  Our basic shared plan is suited for clients needing at least 8 hours of support per day, 5 days a week, or at least 100 chats per month volume, starting at $297 per month. For higher volume call centers and dedicated solutions, please contact us.