Great story, thanks for sharing! I just have one question - how do your support team members get the information to handle the inquiries and how is the information updated? Do you have a sort of training sessions with the customers?
Great questions! Sorry for delay in responding (been hectic last 24 hours)
The value of what we do seems to be that we're available for the visitor, we do our best to help (fast response, personable, etc.), etc. And if we don't know the answer, we commit to getting them in touch with the right person on your team (i.e. a lead for you, and a happy visitor).
We go through a detailed on boarding process to get the info we need. We study the ins and outs of your site, and also ask questions as needed before starting the chat service.
If we don't know the answer to a question, we are honest with the visitor (visitors appreciate transparency rather than halfway answers - i.e. like a cox.net, ATT, Verizon, or other similar website chat team). We then offer to connect them with someone on your team via email to get an answer asap.
I know this sounds simplistic, but it's working well.
I'm going to put together a case study on the site, and possibly deeper blog post about tackling this part of the problem, as it's a THE QUESTION so far. If you want to check it out, drop your email on the site (there's a "follow our progress" button on the blog posts).
