The live chat support feature is increasingly making it to the to-do list of business owners. While some have already integrated this option on their website, some are yet to.
The increased usage of live chat outsourcing is because of the increased presence of individuals on social media. The same rose the needs of the customers for quick assistance. Live chat allows the customers to chat with the agents in real-time. It does not only lead to better customer satisfaction but also provides businesses quantitative and qualitative data.
Nevertheless, implementing live chat is quite easy; the real challenge is in using it in the best possible manner. Thus, it is best to opt for live chat outsourcing. Through live chat outsourcing, businesses get to have a bigger customer base, enjoy scalability, get more proficient agents, and enjoy a lot more additional benefits.
Here are the best possible reasons to outsource chat support:-
No hold time and dealing with frustrated customers-
Inbound calls spike unexpectedly sometimes, so much so that it becomes difficult for the agents to handle them. As a result of the same, many calls get queued. It does not only make attending calls difficult for the agent but also leaves the callers aggravated.
However, when a business delegates its live chat to an outsourcing company, it can reduce the clutter from the voice processes. It is so as most of the individuals will opt for chat support rather than call. Not just this, chat support process outsourcing can be beneficial for your business in many ways.
Eradicates the 24 hours wait time-
We have always been told that it is bad to make anyone wait, especially the ones who matter. Many companies still use email support and make their customers anticipate a reply up to 24 hours. Why make your customers wait for a reply when you can assist them instantly with live chat?
Moreover, there are certain situations for which email support isn’t the best, like when a visitor needs help in navigation or when he needs information about an ongoing offer that is ending the same day itself. It is when you must consider implementing live chat support process outsourcing.
Accessible from every nook and corner-
Voice processes may face certain glitches during an international call. Maybe, to resolve the problem, the company would have set up call centers in major countries where their customers are but isn’t looking at the efficiency of every call center a cumbersome task?
When a company decides to use live chat support process outsourcing, it simplifies the customer assistance process not just for itself but for the customers as well. Through live chat support, you can also handle customers from all over the world. Just a good internet connection and there are no extra charges and glitches!
Make the visitors buy and the buyers buy some more-
Companies run telemarketing campaigns, but does that help in making the visitors of the website buy? Certainly not, but your decision to outsource chat support does. When this function is delegated, the agents can monitor the activities of the visitors and can encourage them to purchase by applying to upsell and cross-sell techniques. More than 30% of the visitors purchase after having conversations with the agents.
Just like an assistant at a grocery store, the agents send customized messages to the visitors. If someone is looking at a dress for more than 2 minutes, possibly, she is confused, so the agent sends the message according to that situation.
Connect with the potential and existing buyers-
Sending automated messages to the visitors to let them know how much you value their visit or purchase is a great gesture. Live chat support outsourcing is one of the best ways to connect with visitors and buyers. Moreover, the visitors don’t even hesitate in chatting as no personal information like their phone number is required from their end.
Makes Marketing efforts more fruitful:
The SEO team puts their efforts into bringing the traffic to the website, however, if the leads would not be nurtured, the chances of them turning into customers will be below. As a result of which all the marketing efforts will get wasted. The same happens only till the time you don’t outsource chat support. As soon as you outsource live chat support services, the agents diligently make efforts to spread the discount and offers through greeting messages. They also leave no stone unturned in making the visitors not leave empty-handed.
The benefits of Live Chat Outsourcing
As per reports, 53% of customers prefer reaching out to businesses through live chat. It is the reason why you must use live chat outsourcing. Moreover, outsourcing live chat increases the conversion rate, builds brand reputation, and provides a great customer experience when implemented correctly.
Chat support outsourcing, when done properly, can help you dramatically increase sales, profits, and rankings in your eCommerce business. This technology can give you a major competitive edge.
No matter if your business operates on a B2B model or B2C model, live chat outsourcing can bring you successful results in a short period.
The final word
Live chat support outsourcing is of utmost importance when it comes to customer care outsourcing. It helps in increasing sales, delivering a better customer experience, retaining existing customers, and adding new ones to the customer base. So, open the door to communication on your website, read, respond, initiate conversations, and see the change.