Reasons To Outsource Live Chat Support Services In 2019

Modern organizations need to focus on delivering the best customer service to all the customers in order to remain competitive. Even as the excitement around social media keeps growing with the passage of each day, online chat has turned out to be an efficient and effective online tool that offers a personalized and real-time solution. Live chat has become an extremely popular tool, which can be deployed by businesses to keep their customers engaged online. A satisfied customer can bring in more business for a company and, hence, it is important for companies to outsource chat support to experienced BPO companies. 

Live chat is a great channel for creating a satisfying experience for the customers, one that is highly customized and personalized as per their needs and requirements. Customers can actually avail a highly memorable experience which they might share with their friends and family members. With the help of using live chat support services, companies can get access to live chat agents who make use of attractive live chat graphics, emojis, GIFs, etc. to greet customers. This helps the agents to interact with the customers in a friendly and casual manner. The customers can feel at ease and express themselves fully.

  

Outsourcing has been a proven strategy to reduce costs and save more in the long run. The outsourcing firms are based in developing nations where the cost of manpower is quite low compared to those prevailing in the developed nations like the US. In addition to this, chat support is comparatively cheaper as there it is less expensive compared to other support channels like phone, email, etc. A lot of infrastructure is also not required as the chat agents need only a desktop and the necessary software or chat portal. Besides this, unlike call support, chat support agents can manage two to three customers at a single time. 

The live chat support agents are given the training to increase the sales figures for a company. They can effectively use the popular sales strategies of up-selling and cross-selling to further increase revenue for a company. For example, a customer might be facing difficulty while placing an online order. The interaction with a chat agent can help them in making a better and informed purchase decision. The chat agents, on the other hand, can convince them to buy more or better priced products to increase the sales figures for the business. 

When a business decides to develop and manage an in-house chat support team by themselves, it can take a toll on their team and work productivity. It can also possibly shift their focus from core business aspects of product research and development. However, choosing the outsourcing route can work wonders for a business, as then it can focus on what is important. The chat agents of an outsourcing company undergo intensive training and can manage multiple customers simultaneously. Therefore, they offer better productivity and results compared to other support staff.

 

The process of Live chat provides crucial information about customer likes and preferences that serve as a data pool to cull insights for better customer research and analytics. Every interaction that takes place on the chat window between an agent and a customer gets recorded. Therefore, the saved chats can be checked for quality and enable the business in better understanding the customer pain points. The business can also check the return on investment (ROI) of partnering with the outsourcing company. 

Report this Page