When we shop at our favorite store, there’s one thing that differentiates it from the same online experience—the people. If we are staring at a product or have a question, we can always raise our hand and ask a question.

Live Chat is an attempt to bring that same experience to your online store. Whether it’s through one of the hosted services or a component available on your server, the technology has become easy to make available to your shoppers.

But what’s the point of having a Live Chat option if it’s never available? Or, worse, manned by scripts that try to mimic human interaction? The answer, of course, is nothing and does more harm than good. Although having a Live Chat demonstrates your commitment to providing that “in-store” experience, if it doesn’t meet expectations (i.e., timeliness of response, knowledge of agent) the commitment is undermined.

VeriSupport’s E-commerce Support Ranking Program can make sure that your Live Chat meets your customers expectations. The VeriSupport live agents will interact with your Live chat just like a customer would, asking the same type of questions, and evaluating the overall experience on a number factors including how long it takes to get a response to a question and how knowledgeable the agent seems.