This may be why you don't Outsource your Chat on off hours..

[yagoparamo]

Joe,

To that respect you are correct, the websites fail to answer every question a customer may have and they will continue to do so until the data set available is more complete and consistent.

 

[joe.pistell]

For this thread, if all we have are 2 choices (3rd party Chat or NO Chat), given all the research I've done, in almost all cases, chat (done right) will totally outperform no chat.

my $0.02
Joe


p.s. Your chat transcripts (and recorded calls) are priceless. They'll tell you more about what's on your shoppers mind than any any other source you have.

 

[ryanabbott]

I'm surprised no one has taken notice, but I purposely asked for a Nissan 4Runner. Nissan DOESN'T MAKE THE 4Runner. That's a Toyota. So here we have an outsourced service that's chatting for a Nissan dealership during off hours, I asked if they had any Nissan 4Runner's in-stock, only to be told no. Well of course not.

Let that settle in...

Now maybe we can use Joe's suggested title "Does Your Chat Vendor Suck".

To their defense, she/he may of assumed that you had a brain fart and wrote Nissan. One would be more likely to confuse the make rather than the model. But, I agree, chat answering services are VERY hit or miss. I like them but only when the rep is trained and with it. W/O that, chat does more harm than good.