Frequently Asked Questions

Swivl fees are based on each client’s respective traffic and coverage requirements. For example, a client with relatively limited traffic who only requires live chat coverage during peak business hours would be charged differently than a client who requires 24/7 coverage for a high-volume website.

All Swivl solutions include full-service agent training and management, however clients may work directly with Swivl agents to any extent they wish.

Swivl handles all agent training, including ongoing training. However, if clients prefer to work with agents directly, this is an option.

Yes. All Swivl agents are real people with leadership backgrounds in customer experience (no chatbots). We pride ourselves on hiring the best agents in the biz and providing unparalleled human-to-human experiences.

We can help. We recognize that every business is unique so we don’t have a one-size-fits-all service plan. We can work with you to determine a coverage plan that works best for your business based on factors like geography, business hours, traffic trends and more. For example, if you want live chat staffed by agents for 40 hours per week during peak hours, and a non-staffed ticketing system in place for non-peak hours, we can accommodate.

Yes! Using live chat as your business’s primary (or only) support channel can be an efficient way to consolidate various support channels into a single, highly effective real-time solution.

Yes. In fact, this is what we obsess over. We train agents to the point of subject matter expertise so they can confidently field as many user inquiries as possible, including “Tier 1” issues (more basic) as well as escalated or “Tier 2” issues (more advanced). Swivl’s advanced training gives agents the expertise to deal with Tier 2 issues directly instead of escalating these issues to your team – this level of expertise and accountability is unmatched by competing solutions. Our training, processes and solutions are industry-agnostic – we serve startups, large corporations and non-profits spanning a variety of business verticals.

Swivl operates at a scale that enables us to offer faster and more affordable access to world-class customer support solutions than would be possible (or practical) for most business to create in-house. We’ve developed robust training and processes based on years of business process outsourcing and performance marketing experience. Swivl maintains an offshore office and large team of agents which allows us to offer various support solutions significantly less expensively and more efficiently than would be possible for companies to do themselves. We’ve scaled a selection, training and retention process that gives us the ability to offer high-quality service with unlimited scalability. Finally, customer experience is our specialization and we obsess over providing outstanding, memorable customer experiences.