A business needs more than just software to have a live chat support team. It also requires a team of skilled operators that can manage the influx of requests and provide customers with the best possible solutions in real time.
It’s not easy for businesses to create their desired team in-house. This is the reason around 47% of businesses outsource their support process.
Boosts Customer Satisfaction
If your customers get their queries resolved in a quick manner, they will definitely be happy with the experience. This will not only boost their trust in the brand but also create positive word-of-mouth.
Customers are always looking for real-time answers to their questions. If your team is unable to answer them within the time required, they will leave disappointed. This is why 47% of businesses outsource their chat support process. This way, they don’t have to worry about hiring and training agents in-house and can focus on delivering customer satisfaction.
Outsourced chat support vendors specialize in this field and offer instant responses to customers. They can even handle multiple chats at the same time and provide a seamless experience to their clients. In addition, they can help you re-engage existing customers and reduce customer attrition.
Moreover, they can operate for extended hours—and in many cases, even 24/7. This allows you to keep your customer support active even during the night and ensure that no query goes unattended. Furthermore, these companies work on a global scale so they are well aware of the various cultural and time zone differences across the globe. This way, they can address the needs of your international customers better. In turn, this will improve your customer retention rate significantly.
Increases Customer Retention
There are some businesses that cannot afford to have a dedicated customer support team in-house. This can be due to capacity issues or a lack of time and resources. Regardless, these companies can still offer their customers with live chat services. A live chat support executive can be on hand to answer any queries a customer may have. This will help to increase the customer satisfaction level.
Customers are expecting real-time answers from companies nowadays. In fact, millennials have grown up with live chat and messaging apps and expect to receive instant responses from brands. This is the main reason why 47% of businesses outsource their live chat support processes.
It is important for businesses to choose a BPO service provider that offers flexible plans and can scale up and down with the needs of the company. For instance, e-commerce sites might need extra support during seasonal spikes, but other times they might only require a basic customer service support team. A live chat outsourcing vendor with flexible pricing models will be able to adapt to these fluctuations.
It is also important for a business to choose a BPO service provider whose agents share the same brand voice and have a similar understanding of the products or services that the company provides. This will help the agents to deliver better and faster responses to customers and potential leads.
Faster Lead Generation
The fastest way to generate sales is by offering instant assistance to customers. Unlike phone calls or emails where the customers have to wait for responses, live chat allows them to get in touch with representatives in real time and get their queries resolved instantly. This boosts the customer satisfaction and conversion rate.
With a dedicated team, businesses can provide live chat support for customers round the clock. However, this can be expensive, especially if you have a large number of visitors. This is where outsourcing this task becomes a cost-effective solution. It also gives you the flexibility to hire operators according to seasonal needs and sales cycles.
Outsourcing companies can offer a wide variety of services, including customer support, marketing, and sales. They are experienced in identifying the issues that plague a brand and providing solutions for them. They can also assist you in making strategic decisions regarding marketing campaigns and strategies.
Before you finalize a vendor, check their infrastructure requirements and see whether they are in line with your business’s. Moreover, ask them about their legal obligations and what happens in case of data safety breaches. This will help you make a sound decision and avoid costly mistakes in the long run. These questions will help you gauge whether a specific live chat outsourcing company matches your infrastructure needs and will deliver on their promises.
Increases Sales
One of the major reasons businesses opt for live chat outsourcing is to deliver fast and prompt customer support. This helps increase sales by reducing the number of customers who abandon their carts due to unanswered queries. Additionally, companies can upsell products through the chat window to make the customer experience more personalized.
When a representative is empowered with information like a customer’s order history and browsing behavior, they can recommend products or services that are a good fit for the customer. The representative can also suggest relevant discounts or bundles to the customer during a chat, thereby increasing sales conversions.
Many millennials today prefer real-time assistance through chat instead of calling the company and waiting on the phone for a callback. This makes the process of customer engagement efficient and leads to faster lead generation.
A well-trained and experienced chat rep can also identify recurring issues with the product or service and fix them at the earliest. This helps boost customer satisfaction and retention, which in turn leads to more online sales. However, creating a chat team in-house might be a daunting task for some business owners as it requires significant resources and training. This is where live chat outsourcing comes in handy as it allows the customer support representatives to familiarize themselves with your brand voice and offer consistent service across all channels.
