When was the Last Time you Heard a Positive Comment from the Customer on your Service?
If it’s been some time since a customer appreciated your service, you may want to investigate the quality and speed of your customer care, or even better, consider outsourcing it.
A Lot of Companies Outsource Live Chat Customer Service, Some Reasons For This Are-
- Reduce in-house customer service cost
- Trouble maintaining a big live chat support team in-house
- Better conversions prove cost-effective
- Available 24/7/365 unbroken coverage
- Adaptable and easy implementation
- Save time by outsourcing to experts
You have to consider outsourcing if you find yourself agreeing to the above. Here we try to break it down to make it easier for you to decide on outsourcing live chat and how to go about it.
What is Live Chat Outsourcing?
The process of outsourcing your live chat support to a third-party vendor is known as live chat outsourcing. Instead of managing your customers’ questions on your own, this third-party company takes over responding to them. When you outsource your live chat services to a provider, they will answer inbound queries, handle various chats, and provide clients with a solution from your end. The primary goal of the service provider is to respond to customer queries quickly and make the support process as easy as possible. While these advantages of live chat outsourcing appear compelling, there are a few more to consider.
Benefits to Outsource Live Chat Services for Businesses
There are many reasons for a company to outsource its live chat services. During the investigation, some of the most popular causes, or perks, were uncovered. According to the findings,
- Outsourcing was judged to be a cost-cutting tool by 59 per cent of organisations.
- Outsourcing allowed 57 per cent of organisations to focus on their primary business.
- Whereas 47 per cent of organisations outsourced their customer care function due to lack of workforce.
The advantages highlighted by these statistics may entice other enterprises in the future. Other benefits, however, must be recognised as well. Some of these benefits include:
Increases Conversion Opportunities for Your Business
Customers are looking for answers to their problems and queries. It’s a lost opportunity to convert a lead into a sale if they have to email or request someone to contact them. Customers can get the information they need right away through live chat. Outsourced live chat operators ensure that your inbound support requests are handled professionally, resulting in more conversions for your company.
Makes Your Support Team a 24×7 Reality
With careful scheduling, live chat assistance can be made available 24/7 if it is useful to your business or any other hours you like. By outsourcing your live chat help, you can make your support personnel available 24 hours a day, seven days a week, and ensure that no enquiry goes unanswered, even at unusual hours. Professional teams handle consumers during the day shift and night when you outsource live chat services. That means you’ll be able to respond to questions at all hours of the day and night, ensuring that no one goes unanswered.
Improves Customer Satisfaction Score with Experts in Place
Customer happiness is a critical component of any business’s success. Customers have gotten more aware and demanding as technology has advanced, necessitating more and better support channels. Compared to other modes of communication, such as phone, email, and social media help, customers are more satisfied with live chat services. It is a simple and effective technique to provide customers with immediate and timely support, resulting in a convenient two-way form of communication and increased customer satisfaction in various situations. Order-related concerns, product quality issues, account administration issues, and so on are all possibilities. You’ll experience good improvement in your customer satisfaction score and effectively retain consumers if you have a team in place that is aware of most of the recurring issues with your customers.
When Should You Outsource Live Chat Service?
To make things easier for you to identify if your company needs to outsource its live chat services, we’ve compiled a list for you below.
The “Big” Support Team Challenge
Managing a big team 24/7 is not everyone’s cup of tea. While some may have the financial means to hire a large staff, it doesn’t mean they’ll be able to manage them well. It could be due to a lack of customer service experience or a lack of adequate resources. As a result, a lot of businesses outsource their customer service processes to address capacity challenges. When you outsource live chat services, you do get a lot more bang for your buck.
Lack of Infrastructure
Similarly, establishing a new vertical and a team to support your current operations necessitates devising a strategy to secure the best potential outcome. You’d need to choose the best Chat software and hire an operations manager with prior expertise managing a customer support process, whether through voice calls or website chats. You’ll also need a staff of chat agents and a maintenance and quality assurance team to guarantee that agents are constantly communicating effectively with clients. These infrastructure issues may lead to a company’s decision to outsource live chat services.
Training Support Teams Regularly
Training and coaching are critical for any team in an organisation, but they are essential for new teams. Increased productivity, adherence to quality standards, and enhanced employee engagement and morale are the critical advantages of frequent training and coaching. The costs of training and coaching workshops, on the other hand, can be substantial, and they are a vital aspect to consider when determining whether to outsource your Live Chat. It allows you to save money and work with teams that can efficiently handle support issues because they are trained regularly.
Growing Along with Your Business
When we say that your support crew isn’t expanding as your company grows, we mean that they don’t comprehend your company or its image in the marketplace. If your support and marketing teams aren’t on the same page, you’ll notice a disconnect in how they work and represent your business in the marketplace.
When you outsource live chat support services for your organisation, however, this is not the case. When you hire a team, they’ll strive to figure out how you use your voice and tone with prospects and consumers. They’d even aim to reach an agreement with the marketing team as quickly as possible to provide a seamless experience from the top of the funnel to the bottom.
To learn more about how to bring more efficiency to your business visit LiveChat Agent or call CALL TRACEY at 1800 332 428.