Sticky Note February 2008

Considering Outsourcing for your Chat Channel?

Is your engagement marketing initiative right for outsourcing? The answer depends entirely on your company’s unique business requirements.

Consider:

• The learning curve of your products, and how much specialized expertise is required to adequately answer your customers’ questions. Overseas chat agents are experts at probing needs and selling online. But if your company offers say, complex medical imaging in acute care situations, it may be best to keep that selling in-house
• The kinds of investments – in terms of training and management oversight – that will be needed to enable outsourced agents to speak intelligently about your products
• The dollar amount and net margins of your products
• How you’ll measure performance and results

For a full discussion of these complex issues click here.