U.S. vs Philippines Chat Agents: Can Customers Tell the Difference?


One of the biggest advantages of the digital age is the fact that it has turned the world into a global village. That means, as a business, it has become easier to break into new markets, source products, and get qualified staff.

Speaking of qualified staff, when it comes to live chat agents, can your customers tell the difference when it comes to U.S vs Philippines chat agents?  

U.S. vs Philippines chat agents - 3 ways customers can tell the difference

Outsourcing some components of a business has become a trend in business circles in recent years. The main reason for that is simple - it helps cut down operational costs. With living expenses being cheaper overseas, particularly in Asia, labor costs are cheaper.

One such Asian country that many businesses (including some live chat service providers) have trusted with their offshore labor needs is the Philippines. Which brings us to our main bone of contention today - will your customers be able to tell if you use Philippines chat agents?

Yes, they can. Here’s how.

1. Language differences

Language is a funny thing, particularly the English language. It’s never the same in different regions - even if it’s the same language. For example, the way a person from New Orleans speaks is different from the way someone from Texas does. You can immediately tell the 2 apart despite the fact that they both speak American English. 

Language is the very first tell-tale sign that will alert your customers to the fact that they are talking to a Philippines based chat agent. Here’s exactly how:

  • Sentence structure is different
  • Conversational styles are different, even in text-based chats
  • Word choice in some instances varies, sometimes to the point of being confusing

U.S. vs Philippines chat agents - will your customers tell the difference? They certainly will.

2. Cultural nuances

Communication goes beyond words. People also communicate through their behavior and in the way they express themselves. This is what is called culture.

Culture plays a role in the way we communicate and is easy to tell even over live chat. This means a live chat agent in the Philippines will have a conversational style that is different from an agent in the U.S. And yes, customers can tell.

3. Situational ques

One of the biggest ways customers can tell the difference between U.S. and Philippines based agents is in the way they handle certain situations. This is because some situations require knowledge only a local possesses. When a foreign-based live chat agent gets stumped in such situations, it’s a giveaway to your client that they are not chatting to a local live chat agent.

U.S. vs Philippines chat agents - Go for U.S. based live chat agents

As long as your business is in the U.S. and you’re serving U.S. based customers, it’s advisable that you use U.S. based live chat agents. While they may be pricier, the value they bring to your business worth it. That’s why we take extra care to ensure that our live chat agents are all native to the U.S. Not only that, but they are well trained to professionally represent your business.

And our chatbots? You’ll be glad to know that they are programmed to converse with your customers in everyday American English.

Smith.ai Live Web Chat Free Trial

It's time to try live chat on your website. Just one new client captured via chat can pay for a year (or more) of Smith.ai's live web chat service. We provide fully staffed live website chat with professional U.S.-based agents. Outsourced live chat is best for small businesses like law firms, ecommerce businesses, IT consultants, financial planners, property managers, realtors, and marketing agencies (to name just a few!).

Our U.S.-based agents are highly skilled and can answer common questions about your business, qualify new leads, schedule appointments, take payments, and more. You stay in the loop when chat transcripts are sent to you after each conversation and logged in your CRM. There's no setup fee, services are month-to-month with no annual contract, and plans start at just $100/month. Learn more and get started with a 10-chat / 30-day free trial!

Try Smith.ai now

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