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

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#42
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.
 
#43
Jeff Kershner said:
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".
Click to expand...

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.
 

✨ AI Highlights

  • A dealer demonstrates a poorly handled outsourced chat interaction where an off-hours chat agent provides incorrect product information (confusing a Nissan 4Runner with a Toyota model) and fails to recover the conversation, prompting debate about whether bad outsourced chat is worse than no chat at all.
  • Respondents argue the core issue isn't outsourcing versus in-house chat, but rather inadequate vendor training, dealer accountability in monitoring transcripts, and whether dealers are paying enough for quality service—with the key insight that chat vendors should be held to the same service standards as in-house staff, including having pre-defined recovery strategies for common problems like zero inventory situations.

A dealer demonstrates a poorly handled outsourced chat interaction where an off-hours chat agent provides incorrect product information (confusing a Nissan 4Runner with a Toyota model) and fails to recover the conversation, prompting debate about whether bad outsourced chat is worse than no chat at all. Respondents argue the core issue isn't outsourcing versus in-house chat, but rather inadequate vendor training, dealer accountability in monitoring transcripts, and whether dealers are paying enough for quality service—with the key insight that chat vendors should be held to the same service standards as in-house staff, including having pre-defined recovery strategies for common problems like zero inventory situations.

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