Benefits of Live Chat Outsourcing

Protip: customers 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!

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The ins and outs of live chat for e-commerce businesses:

Thanks to the proliferation of software-as-a-service technologies, there are many proven digital tools and specialized chat support outsourcing companies (note the word specialized, we're not talking about some generic offshore call centers here) that can help you run a more efficient and profitable e-commerce business. One of the fastest growing of these technologies is live chat.

Live chat doesn't only facilitate communication between you and the customers who have questions or concerns about your products or services. It’s also a tool that sales teams love to use as it increases conversions, and more.

If you run an e-commerce 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.

Note: we cannot recommend automated chatbots at this time for ecommerce, even if they utilize AI (artificial intelligence) and other interactive technologies. If you're curious, we'd urge you to take a look at this article on what AI can (and cannot) deliver before putting a chatbot in front of your hard-earned customers.

53%

of consumers would prefer to reach businesses via chat than other methods. Give it to them!

your product for live chat website 5 star rating

Simplr can staff your live chat

Get a quote

Some key benefits of live chat in e-commerce:

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Less Abandoned Carts

More visitors will complete your check-out process instead of leaving due to confusion, distraction or "Amazon Syndrome." This is especially true in the apparel and outdoor industry.


Additionally, live chat is great for reducing bounce rates. A high bounce rate means you're not turning curious consumers into leads or sales. In e-commerce, 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) .

A live chat service can also help encourage people to explore your site further by offering guided tours and special deals.

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Increase Order Size

Live chat can be an invaluable resource for sales teams to convert on those bulk orders and big-ticket items from customers who require some handholding.

These customers will have questions or concerns before they buy, and a quick and immediate access to a real person can almost be a requirement in some industries.
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24/7 Coverage

A large amount of online shopping happens after hours... Outsource your live chat for these nighttime hours and maintain round-the-clock coverage.

By allowing people to interact with you 24/7, you can essentially double your ability to build customer trust and loyalty, and in turn, increase business. Invest in the best live chat technology and staff it with the right people who can run it (note: you should leverage an outsourcing firm that’s experienced in your vertical- no generic chat agent services!)
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Better Online Reviews

A majority of negative reviews and shaming on social media can be avoided by providing easily accessible and proactive customer service.

Live chat is one of these methods, and arguably our favorite. Combine it with automated email updates and your customer will feel in the loop, and more importantly, will feel in control. Customers feeling helpless are the number one trigger for leaving negative reviews.
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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.

Customers prefer live chat over most other channels for receiving help from customer service agents. 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.

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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.

“Our customers like being able to chat with a human on the other end. I feel like there's no difference between our Simplr Specialists and our in-house agents. It's still acting as another person who works for us on the other end of the email or chat. We haven't had any customer reaction to the change that we made. It was a pretty seamless change for us.” - 5 / 5 stars! - Laura Cantor, Eleven Commerce (Reviewed November 26, 2018)

 

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 customer service tickets and communication style used by your agents.

    This analysis equips our people with a voice that’s unique to your brand. That's how we're able to get up and running so fast and effectively.

  • 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.

    All Simplr Specialists are native English speakers and have passed rigorous background and empathy tests. As a result, the caliber of Simplr’s responses is exceptionally high.

  • Our unique blend of proprietary processes and AI vet and triage each customer's question to drive quick responses from Simplr specialists (humans).

    Instead of eight weeks of classroom training, we use machine learning in our Simplr platform to give humans instant access to knowledge and the right answers to resolve customer questions.

  • Simplr analyzes trends in your customer questions to automatically generate and A/B test new customer messaging.

    Our customer survey tool is used to improve customer experience and generate actionable business intelligence. We want to make sure you're hitting all your customer live chat KPIs.

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Our outsourced live chat pricing structure is simple

Only $2.25 per resolution

We charge you per overall resolution. Not per every customer interaction.

  • No hidden fees
  • No long-term contracts
  • No implementation fees
  • No integration costs
  • No training costs
  • No differentials for nights and weekends
  • No cost on follow up customer questions within 48 hours
  • We charge only $2.25 per Resolution.

Simplr Reviews - Here's what our partners are saying about us

About Us

Simplr was founded by a group of corporate executives-turned-entrepreneurs who were determined to create the next best thing in outsourced customer service. They noticed major cost and labor inefficiencies in the traditional model, and decided to disrupt the whole thing… with the help of the American remote workforce and some cutting-edge AI technology.

Simply put, Simplr is a customer service outsourcing company that lets companies design an outsourced and on-demand solution that meets the needs of their business - no matter how big or small. Simplr delivers maximum flexibility with no contracts and the ability to ramp up or down anytime. Bye bye, call centers!

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