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Handling things in-house means you are in control, but it is more expensive and requires more work and planning. We look at the pros and cons.
TLDR: Outsourcing can be daunting, but chat ran by experts means the results are a lot better and more cost-effective. Handling things in-house means you are in control, but it is more expensive and requires more work and planning. We look at the pros and cons.
Whether to try and handle things in-house or make an investment in outsourcing your live chat can be a daunting decision. Using free software and putting your in-house team on chat could seem like a good way to start out, but will it give you the results you want? Read on for the top pros and cons of handling chat in-house as opposed to outsourcing.
Choosing to handle your chat in-house means that you will be responsible for the entire chat operation yourself. You can choose to hire new employees or train existing staff as live chat agents, choose between a number of free and paid live chat software, and write the strategy and conversation flow yourself.
Entrusting a team from outside of the business to speak on behalf of your brand can certainly be a daunting thought, but being able to sit back while the entire operation is handled for you by experts with years of experience could be the difference between great payoff and not seeing results.
Read more about live chat outsourcing.
If you are a small business, just starting out and very limited with your budget, you could try installing a free chat software and handling in-house, but if you don’t have the budget for a proper chat operation, you may want to consider why you are looking for chat at this time and consider growing your business first.
Many people think that they can simply stick their phone team or other employees onto chat, but in fact, handling chats is a lot trickier than they realise. It requires high quality training and a specialised skill set to see real results, so getting the experts in seriously pays off.
With an experienced team at the helm, you don’t need to second guess your strategy or spend hours coming up with training that you’re not even sure is right, instead, the whole process is handled for you.
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