Benefits of Live Chat Outsourcing

Pro tip: website visitors who use a store’s live chat support feature are three times more likely to make a purchase. Give it to them. But avoid so-called “intelligent” chatbots!

[Updated 05/07/2021]

What is Live Chat Outsourcing?

Live chat outsourcing is an business strategy that professional sales and customer service teams use to outsource their website customer service inquiries to outside vendors in real-time.

These “instant message” inquiries usually come in from customers who have questions or concerns or need information about the products or services listed on the website. Live chat increases conversions, strengthens brand reputation, and creates a high-quality customer experience if implemented correctly.

Do You Need it?

Did you know that one of the fastest-growing (and preferred!) customer support technologies is live chat? Planned and implemented properly, it’s among the few digital tools that can help you quickly scale leads, sales and profit from your ecommerce business. The proliferation of software-as-a-service technology can be a major competitive advantage.

In the era of NOW CX, meeting your customers “in the moment” has never been more important. Email and contact forms aren’t going to cut it. Besides live chat, finding the technology or software that will give you the CX competitive edge you need to see more revenue and ROI can be tough.

Do you Actually Want To Outsource it?

Specialized chat support outsourcing companies (note the word specialized, we’re not talking about some generic offshore call centers here) can help make online chat a reality for your customer service and technical support teams.

If you run an ecommerce website and want to make a small investment that could help you scale significantly in all of these areas, below are a few reasons that may convince you to consider trying an outsourced live chat service for your company.

Note: we cannot recommend automated chatbots at this time for ecommerce consumer support, even if they utilize AI (artificial intelligence) and other interactive technologies. A fancy UX and promises of instant availability and disruptive growth only go so far.

The quality is just not the same as a human-to-human interaction. In many cases, the ROI of a chatbot isn’t always worth the time and money required to get them up and running.

If you’re curious, we’d urge you to take a look at this article on the pros and cons of chatbots before putting a chatbot in front of your hard-earned customers and on your beautiful new website.

 

53%

of customers would prefer to reach businesses via chat than other methods. If you can’t keep up with all the chats, why not outsource it?

  • More opportunities to generate revenue

    With great live chat, more online visitors will complete the sales process instead of leaving your website (due to confusion, distraction, or having to wait too long for support).

    Live chat can be an invaluable help for sales teams to convert on those bulk orders and big-ticket items from customers who require some handholding. These people will have questions or concerns before they buy, and quick and immediate access to a real expert can almost be a requirement in some industries.

    Additionally, live chat is great for reducing bounce rates. A high bounce rate means your agents are not turning curious consumers into leads or sales. In ecommerce, live chat is effective at immediately engaging these curious visitors.

    When a live chat pops up on the screen, it gives visitors something to interact with (and alleviate any uncertainty). Intelligent agents won’t cut it though.

    A real live chat service or intelligent agent can also help encourage cross-selling by encouraging visitors to further explore your website by offering guided tours, special deals, and product recommendations.

  • Increase CSAT

    The NOW Customer can be, well, a tough customer to satisfy. However, visitors who actively engage with your brand through live chat are more likely to be satisfied with the overall experience.

    By outsourcing live chat and improving their reputation, brands are able to deliver that same exceptional, engaging experience at scale.

    In 2020, Simplr research found that only 1% of chats with no human intervention were marked as “exceptional.” In other words, chatbots aren’t going to actually help the customer, and they won’t deliver high Customer Satisfaction Scores (CSAT) by themselves, outsourced human intervention is key to building brand loyalty.

  • 24/7 coverage

    Around-the-clock customer service is a requirement. A large amount of online shopping, page browsing, financial transactions, problem-solving, information-seeking, and instant messaging happens after hours… Just check your web traffic and analytics. Shouldn’t an operator be available to offer support at any moment?

    Just because people are “out of office” doesn’t mean you should be too. Outsource your live chat for these nighttime hours and maintain 24/7 coverage without having to schedule your own staff or increase headcount.

    By allowing people to interact with you 24/7, you can essentially double your ability to build trust and loyalty, and in turn, increase close more sales and boost business.

    Invest in the best live chat technology and staff it with the right agents who can run it (note: you should leverage an outsourcing firm or consultant that has experience in your vertical– traditional call centers won’t cut it!)

  • Better online reviews

    A brand’s reputation is often in the hands of online reviews, word-of-mouth evaluations, and social media.

    A majority of negative reviews and shaming on social media can be avoided by providing personalized and proactive customer service. A tweet goes a long way, but so does an honest, apologetic conversation.

    Live chat is one of these methods of proactive action, and arguably our favorite. Combine it with your favorite CRM program and customer support database to make responses faster and more accurate, and your customer will feel informed, and more importantly, will feel in control.

    Consumers feeling helpless and not being able to reach a product expert is the number one trigger for leaving negative reviews.

“When buyers on our site have questions about our products, we really want to mirror those engagements that they would get in a store- letting customers have real conversations with us, and making buying easier. Our goal isn’t to act as salespeople, but being able to recommend products they might like based on what they’re asking about or what they’ve bought from us before often adds a lot of value to the experience.”
  • Sam Roden Sr. Manager
  • Customer Service at Mack Weldon

Chatting your way to more conversions

One of the most obvious and beneficial uses of live chat for your e-commerce business is for customer service.

Consumers prefer live chat over most other channels for receiving help from agents and experts. In fact, studies show that 53% of consumers would prefer to reach businesses via chat than other methods (like the telephone). So give it to them!

Utilize live chat outsourcing and you can more reliably communicate with your customers where they are comfortable reaching you and improve the customer service experience for them… Ultimately leading to a higher conversion rate and more sales.

Switch to Simplr for your managed live chat needs

Simplr uses a blend of artificial intelligence and human support (actual chat agents that are razor-sharp and US-based) to provide a quick, efficient and empathetic customer experience for your company through live chat, 24/7.

Simplr integrates seamlessly with Facebook Messenger, Intercom, Gorgias, and Zendesk and other chat software platforms. A bit more about us: Simplr was incubated and funded by Asurion, the largest technology protection and support provider in the world. Serving more than 300 million customers today, Asurion gives Simplr the secure financial backing and access to a broad range of customer service capabilities developed over its 23-year old heritage of customer experience excellence. Where enterprise-level solutions are costly and restrictive, Simplr can provide world-class customer support tailored specifically to the needs (and budgets) of high growth brands.

Here’s how Simplr can begin handling your live chat support needs today:

  • Simplr uses machine learning to conduct a quick historical analysis of your company’s previous tickets, knowledge base, and communication style used by your agents. (No training required!)
  • Simplr has a high-quality network of 24/7 U.S-based work-from-home Simplr Specialists – they’re the most dependable in the industry and are ready to roll when you are.
  • Our unique blend of proprietary processes and AI vet and triage each person’s question to drive quick responses from Simplr specialists (humans). All questions are answered with accuracy and precision.
  • Simplr analyzes trends in your brand’s inquiries and knowledge base to automatically generate and A/B test new customer-facing messaging.
Our outsourced live chat pricing structure is simple

Only pay per resolution

Here’s how are pricing works: we charge you per overall resolution. Not per every customer interaction.

  1. No hidden fees
  2. No long-term contracts
  3. No implementation fees
  4. No integration costs
  5. No training costs
  6. No differentials for nights and weekends and seasonal surges in volume
  7. No cost on follow up inquiries within 48 hours

Simplr Reviews – Here’s what our partners are saying about us

Simplr supports enterprise company Asurion

“Like many companies, we were moving employees to work from home during the COVID-19 pandemic. Simplr was able to step in to help assist with email customer service for a major retailer, helping to ensure we continued to hit SLAs.” Shawn Kelly, Director of Work @ Home Protection Operations, Asurion Asurion is the world’s single

Kettle & Fire gets immediate backlog relief during volume surge

“Simplr was the perfect fit when I needed immediate help due to a volume spike. The team is extremely professional, knowledgeable and always looking for ways to be a bigger help.” Christopher Curry, Head of Customer Support at Kettle & Fire Background: Kettle & Fire is on a mission to share the benefits of bone broth

In Summary

Live chat is an essential feature for most successful business models. Inbound marketers love it because of the ROI from on-site conversions and CX and C-suite leaders love it because it gives the business that super special competitive edge. By outsourcing, brands can alleviate headaches associated with staffing full-time jobs: recruitment, training, holiday leave, overtime, and attrition. However, traditional vendors might not provide the relief CX teams are looking for.

It’s important to seek out partners that prioritize flexibility and understand that your brand’s trust and reputation is paramount to scaling amazing experiences. (Also, little known fact: offshore outsourcing isn’t always the most affordable option. Not to mention cultural and language barriers are not conducive to increasing sales and up-selling!)

 

 

Simplr can staff your live chat

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