Not until you want to. Some of our clients prefer to use our outsource services as transparent – basically meaning that we are an extension of your in-house customer service, while others desire to disclose that customer support is handled by a 3rd party.

Yes! We can set up triggers to proactively engage visitors based on conditions to engage at the perfect time. For example, specific Triggers like engaging if they are on your sales page, Or Generic Triggers that just sends a message to every visitor after they have been on the site for a certain amount of time.

During this time we are offering primary support in English. However, we use Google integrated automated translation to support real-time exchange of translated messages.

Yes! You can specify the working hours within which the chat will work based on your hours of working.

We will recruit candidates based on your specific requirements. All of our candidates are university graduates who are fluent in English. We will provide extensive training on your products and services to the selected candidates. You are welcomed to provide training online through Skype or via web based videoconferencing system.

Some of the recommended sources for agent training are:

• Website Contents
• Products & Services Manual
• Any other document you think will help us in agent training.
• Our Process Manager gets trained first and then he trains the agents.
• After studying the above sources, we will discuss our queries over e-mail, online chat or phone to ensure complete understanding of your business.
• Based on our discussions, we create a knowledgebase for our agents.
• We then start to train our agents and there are a series of group discussions between our Process Manager & Agents.
  

Over time the knowledge base of the operators will grow, but there will be times when they don’t know an answer. In these instances the question is captured, together with the contact details of the customer, and this is passed over to the client as a qualified lead.

Security is integral to all our processes. We have a detailed security, privacy and GDPR policy statement described on links below:

• GDPR Statement
• Privacy Policy
• Cookie Policy

No. You pay for the service on a monthly basis. There are no lengthy contracts to sign.

Yes, there are no contractual obligations involved unless otherwise specified or pre-agreed.

You will get access to all chat transcripts, as well as a scheduled customer satisfaction summary. We encourage your feedback so that we may constantly improve the quality of service we are providing on your behalf. Our dedicated quality assurance team and supervisors available in each shift to guide the agents. We work with you to be satisfied with our service and effectiveness. Our constant communication with you via account representatives and our outsource operations team allows you to manage our responses and visitor engagement sessions through our chat transcripts.

As all our agents are having good expertise on typing, on an average they can handle 4 chats at a time with quality and prompt response.

Yes, however It also depends on the nature of business and complexity of your multiple sites. Please contact us so we can learn more about your particular business.

Yes. Your dedicated account manager will be available 24/7 on Skype, Slack, Email, Whatsapp, Viber, iMessage and other Instant messenger services. You can message us to provide input and feedback on how we’re going,

Non Disclosure policy is an integral part of our operations. If needed, we do offer signing an official non-disclosure agreement with our clients. All our employees and partners are already governed by it.