How to choose an online consultant for a website: step-by-step instructions

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Formulate the tasks of online chat

Create a list of tasks that your company will solve via online chat. Ask sales managers to help you: they understand better than anyone what clients want and what worries them.

Online consultant for the site

Rank the list based on the importance of henan mobile phone numbers database the tasks. So, using the chat, you can:

make the company more accessible to users;

reduce the cost of communication with clients;

increase the productivity of call center specialists or sales department;

improve service and increase customer loyalty.

In all likelihood, you will not solve all the problems by installing an online consultant for the site in the free version. Therefore, we advise you to focus on additional functions offered by vendors.

Make a list of all platforms, decide on the price

Online consultant for the site

The price of an online consultant depends on the following factors:

number of operators;

number of communication channels;

Functionality: integration with CRM, availability of advanced statistics, online monitoring.

How to choose an online consultant for a website? Rating is a good criterion. It would be appropriate to compare online consultants for a website: analyze at least three. If an online consultant ranks high in different sources, this is a favorable indicator. Add it to the short list.

Check out what the media is writing about the company. If the latest news includes announcements of releases from the year before last, we do not recommend trusting such a program.

Write to the sales department of the selected solutions in the chat and order a demo presentation

A great test for a company. You'd be surprised, but a third of them won't give any answer. Do you think their technical support will work better? You can exclude such options from your list.

Choose two or three best offers and test them.

Almost all online consultants have a free trial version - use it. By testing the product, you will understand:

what necessary functions and how well you were able to implement them;

what tasks can you solve thanks to them;

how important are the tasks that could not be solved;

the degree of simplicity and convenience of the program interface.

Be sure to contact technical support with any questions you may have and evaluate the speed, clarity and quality of the response.

Train your employees to work in online chat

When technical support or contact center operators switch to working in text channels, technical difficulties arise and the human factor comes into play.

What is a perfect online consultant for a website? There is no universal option that would be suitable for both a large financial corporation and a small travel agency. But there are certain characteristics that are essential for a good online chat:

simple interface and a suitable set of basic reports, graphs and statistics;

up-to-date information available online - all data on calls, conversations between managers and clients, correspondence statistics;

transparency of actions - the manager should see the number of chats and calls processed by each operator, understand what clients want and how managers solve their problems;

analytics - the ability to analyze data important to the organization, flexibly customize analytical reports, downloads, and evaluate how effectively consultants work;

unloading - the entire information layer can be unloaded into other tools for subsequent analysis;

integration with CRM, HELPDESK, ERP;

integration with Google Analytics and Yandex.Metrica.