Outsource Live Chat Support Services

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.

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.

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!)

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.