Everything You Need to Know about Live Chat Support Outsourcing

These days, customers demand superb experience and service from businesses. This includes the ease of accessibility and the urgency of answering calls and live chats on their part. Evidently, the need to level up your customer service is part of keeping your customers happy. And if you don’t have enough resources for in-house support, outsourcing the task can be beneficial. But what is live chat support outsourcing?

Live chat support outsourcing for businesses is a service that can boost customer satisfaction rates. This powerful service allows you to connect with your clients in real time, answer their questions, and resolve their issues quickly and efficiently. Businesses big and small know that keeping your clients satisfied with top-notch customer service is key to retention.

If you are not using this on your website yet, you might be missing out. Whether you are just starting out with building your chat support or not, outsourcing this task will be of great help to you.

Let’s delve deeper into what chat support is and discover the benefits of outsourcing it.

What is chat support and who handles it?

There are two types of communication available for customer service. Asynchronous, where either the agent or the customer can be present in a single channel, and synchronous, where both the agent and the customer are present at the same time.

Chat support, or live chat, is a form of synchronous communication where an agent and customer communicate through short, written messages in real-time. Live chats can be found through a company’s website or a third-party system, such as social media and SMS.

A chat agent or non-voice agent usually handles live chat for a business.

What are the qualities of a good live chat support?

A good live chat support helps you maintain customer satisfaction and retention. In addition, a good live chat should:

• Respond instantly. A good live chat support system benefits businesses with quick responses, ensuring customers do not have to wait long for assistance. This immediate response can significantly improve customer satisfaction and perceptions of the company. It shows that the company values the customer’s time and is ready to help at a moment’s notice.
• Use easy-to-understand language. Using easy-to-understand language in live chat support helps in effectively communicating solutions to customers. It reduces confusion and ensures that customers can follow instructions without difficulty. Clear communication also builds trust and enhances the overall customer experience.
• Respond professionally. Professional responses in live chat support, whether in-house or outsourcing, demonstrate the company’s commitment to high standards and respect for the customer. This involves being polite and maintaining a formal tone while addressing customer issues. Professionalism helps manage customer expectations and build a reputable brand image.
• Be proactive. Proactive live chat support anticipates customer needs and addresses potential issues before they escalate. This can involve offering help based on the customer’s browsing behavior or previous interactions. It can also lead to quicker resolutions and customer satisfaction.
• Have minimal errors when answering. Minimizing errors in responses is crucial for maintaining credibility and customer trust. Accurate and well-informed answers prevent misunderstandings and further issues. Consistently providing correct information enhances the efficiency of support and reinforces the customer’s confidence in the service.

How does chat support work?

More and more customers are using live chats to reach businesses instantly.

For you to accommodate live chat, you should install chat software on your website or have a person handle social media chats. Chat options can pop up on your landing page instantly, instead of customers taking time to go to your Contact Us page.

Additionally, live chats are better with human support. Your team can handle chats depending on the volume of customer inquiries you receive daily. Like in calls, they have scripts or canned responses they can use when chatting with a customer. However, personalized responses are still the way to go for this.

You can also opt to include operating hours for your live chat. For instance, many live chat services operate during office hours (9:00 AM to 6:00 PM) while others provide after-office or 24/7 service.

What is live chat support outsourcing?

Outsourcing live chat support services is the practice of delegating your live chat services to a trusted third-party provider. This alleviates your business from the burden of hiring and keeping an in-house live chat support team.

Your dedicated live chat support outsourcing team will help your clients with their inquiries, concerns, and problems to provide your customers with a solution immediately. This can lessen the work of your employees while boosting client satisfaction rate.

Benefits of outsourcing live chat support

There are numerous advantages to outsourcing live chat support services to a learned company. Here are some of them:

Available 24/7

For global businesses, having an agent on the line 24/7 is critical to the success of operations. This is because they’re dealing with thousands of clients operating in different time zones.

Having a dedicated outsourcing company handle your live chat support ensures that there will always be someone on the other line ready to help. It could be to answer questions, troubleshoot a product, or assist in a purchase.

Better customer relations

There are some issues that templated messages and chatbots can’t solve. Thus, hearing out your clients’ frustration and adding that human touch can go a long way.

As you roll out 24/7 chat support services, you gain the benefit of improving your customer’s experience. Now, because you have a team that can immediately help your clients resolve their concerns, your customers will feel well taken care of.

Additionally, having a person record and categorize these concerns can help streamline solutions for next time.

More sales opportunities

Another benefit of live chat support is increased revenue potential. Studies have shown that a happy loyal customer has a higher basket average than new clients. So, that automatically enhances your bottom line.

Aside from that, having a skilled agent assisting your customers 24/7 gives them more chances to upsell, cross-sell, or collect their information for future sales.

Reduces costs

As we’ve mentioned at the start of this article, outsourcing your live chat services is an excellent way to go if you don’t have the knowledge or resources to put up an in-house agency. When you partner with a live chat support outsourcing provider, you can expect consistent high-quality output and increased customer satisfaction.

By getting a professional team to help you, you can rest assured knowing that each client is taken care of and that you’ll always have the best tools, software, and knowledge available for your customers.

Additionally, you can scale your team according to your operations anytime, so you can meet growing customer demands and your company’s expansion minus the big expenses.

Take the next step with SixEleven

Finding a dedicated live chat support outsourcing company can be difficult but, once you’ve found the right one, you can provide customers with a better overall experience with your company.

But of course, you should remember that your outsourced live chat services will only be as good as your team, so you want to make sure that you’re working with the best one.

Here at SixEleven, we put our customers at the center of our business. Our goal is to help them succeed in meeting their goals by taking on their live chat services. We offer customizable plans so you can get the service you need at the budget you have.

Go to the next level with SixEleven. Contact us today.