Benefits of Live Chat Outsourcing

Customers who use a store's live chat feature
are three times more likely to make a purchase. 

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Why Your E-commerce Business Should Use Live Chat

Thanks to the proliferation of software-as-a-service technologies, there are many proven digital tools and specialized outsourcers that can help you run a more efficient and profitable e-commerce business. One of the fastest growing 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 benefits sales teams, increases conversions, and more. If you run an e-commerce business and want to make a small investment that could help you scale significantly in all of these areas, below are a few reasons to convince you to consider outsourcing your live chat.

53%

of consumers would prefer to reach businesses via chat than other methods.

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Benefits of Live Chat in E-Commerce

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Lower Bounce Rate

Your site's bounce rate measures the rate at which visitors come to your e-commerce site but then leave without exploring it. 

A high bounce rate for an e-commerce business isn't good. It means you're not turning curious consumers into leads or sales. Live chat has been shown to be a useful tool for reducing bounce rate. You have about 50 milliseconds to make a good first impression on a website visitor. In e-commerce, live chat is effective at immediately engaging these visitors. When a live chat pops up on the screen, it gives visitors something to interact with (and alleviate any uncertainty) . Live chats can also encourage people to explore your site further by offering guided tours and special deals.

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Increased and Faster Conversions

Live chat is not only a tool for support teams. It can also be an invaluable resource for your e-commerce sales teams.

Live chat allows leads to get in touch with your company easily. If they have questions or concerns about a product before they buy, live chat facilitates quick and immediate access to answers. When questions are answered quickly, it allows people to check out faster, speeding up the conversion/purchase process.

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24/7 Coverage Using Live Chat

A large amount of online shopping happens after hours. If you use a live chat function on your website, you can offer communication with your company 24 hours per day...

especially if you leverage an outsourcer that’s experienced in your vertical. 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. Live chat can be an invaluable tool for your customer support agents. Invest in the right live chat technology and staff it with the right people who can run it, and you can help improve the performance of  multiple departments.

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Better Customer Service Through Live Chat

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). By utilizing live chat, you can communicate with your customers where they are comfortable reaching you and improve the customer service experience for them.

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Better Customer Service through Live Chat

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). 

By utilizing live chat, you can communicate with your customers where they are comfortable reaching you and improve the customer service experience for them.

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Managed Live Chat with Simplr

Simplr uses a blend of artificial intelligence and human support to provide a quick, efficient and empathetic customer experience through live chat, 24/7. Simplr integrates seamlessly with Facebook Messenger, Intercom, Gorgias, and Zendesk.

Here’s how Simplr can start handling your live chat customer service:

  • 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 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.

    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 price 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

What can live chat do for your business?

Get a quote

Here's what our partners are saying about Simplr

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!