It’s a bird. It’s a plane. It’s live chat.
Unlike Superman, it doesn’t need a secret identity. But it’s fast, convenient and saves the world of customer experience with real-time conversations and problem-solving.
Live chat not only allows you to communicate with the customer and address their questions, but it’s also a tool that sales teams use to increase lead generation, conversion and more. Statistics have shown that customers prefer live chat over most other channels for receiving help from customer service agents.
For a brand, customer service needs to be flawless and consistent if it wants to win and retain customers. When you solve a customer query or address a concern quickly and easily, he/she is more likely to become loyal over time.
But will simply implementing live chat tool on your website cover your customer needs? Do you have someone available 24/7 to answer inbound queries? Most websites, though they claim to have live chat available, customers are often met with “offline” status and directed to another page.
This is why businesses are turning to outsourced and fully-managed live chat services for their customer service needs.
Live Chat Agents – The Superheroes of Customer Service
When potential customers have a question or a concern, they want it answered immediately. Live chat empowers your business to respond in real-time without having to wait listening to that unnerving music while on hold.
With a fully-managed live chat service, chat agents are available round the clock on your websites. Customers get engaged in real chats with real people and have their questions answered at any time of the day. Chat agents, apart from providing brilliant customer experience, help generate leads and new contacts for your business.
Let’s look at the ways outsourcing helps improve the customer service experience of your potential customers.
Process Expertise
When you outsource, your top advantage is that you get experienced live chat agents who are experts and understand the customer service process. They engage with your online visitors, help them with their queries and provide them with the most relevant information. They also gather useful information from potential customers generating qualified leads for you. No more dissatisfied visitors bouncing off your website.
24/7 Support
You don’t have to worry about customer queries being unattended during evenings and at weekends when you have the outsourced fully-managed live chat service at your disposal. The best live chat services have agents working in shifts and are available to support your customers throughout the year, day in and out. Your website visitors get the special attention they deserve, and the quality of customer care remains consistent irrespective of the time zones and location of your customers.
Access to a Large Talent Pool
Outsourcing gives you the leverage of razor-sharp chat agents who provide a quick, efficient and empathetic customer experience for your potential customers through live chat. Team leaders and quality control managers make sure the live chat support is nothing but the best. Apart from having access to experienced chat professionals, it gets rid of your extra effort and cost of recruiting and training in-house agents.
Less Abandoned Carts
Shopping cart is a heart-breaking place to lose a customer. You’ve spent a lot of time and effort for item descriptions and it’s a bummer to encounter the cart abandonment. It’s quite natural that some customers get confused after reaching cart, and that’s when they need assistance. With the help of fully-managed live chat service, more visitors will complete your checkout process instead of abandoning it.
Increased Flexibility
A managed live chat service is totally equipped to handle multiple chats at a time. They are fast, smart and ready to help your customers out any time. On average, they can handle 5 chats simultaneously. When you work with the best live chat services, additional agents come online during peak hours or seasons. There’s more flexibility in handling customers when things get busy and queries increase.
Analysis & Reports
A professional and fully-managed live chat services provide you with weekly/monthly reports with statistics on the performance of the support team. They also give you a clear picture of customer trends and behaviours. Segment analysis of visitors based on what they do on your site and other valuable insights into what works or not lets you refine and fine-tune your customer service strategy.
Outsource your Live Chat Services
Getting your online customer service outsourced to the best live chat services makes it simpler to consistently offer value-based customer service. It’s quicker for your team, quicker for your customers and focuses on personalised interactions.
With a high-performance live chat tool and a team of expert live chat agents, you have a streamlined customer support service and an enhanced customer experience for your site visitors. Outsourcing your live chat services enables you to communicate with your customers more reliably when and where they are comfortable reaching you. This kind of customer experience ultimately leads to a higher conversion rate and more sales.
