Benefits of Outsourcing Live Chat Services
The article discusses top benefits of outsourcing Live Chat services.
93% of customers are likely to make repeat purchases with companies who offer excellent customer service.
When it comes to attending to product or service-related concerns, customers want their concerns to be addressed real-time.
Effective customer service can translate to potential conversions, customer loyalty and retention. Live Chat is one of the top components of any comprehensive strategy in customer service.
What is Live Chat Outsourcing?
Businesses in end-use industries outsource to gain access to a global workforce with specialized services and expertise. One type of outsourcing is Live Chat Outsourcing.
Live Chat Outsourcing is the process of assigning the Live Chat service support function to an external party provider. Businesses can directly communicate with their customers via the live chat feature integrated in the website.
The live chat function is a pop-up box commonly located at the bottom right of the homepage of the website. A dedicated outsourced Live Chat agent or team of agents manage and handle all incoming messages relating to products or services of the business and provide real-time live chat support.
One benefit of Live Chat Outsourcing is issue resolution. Issue resolution matters as much as the response time.
“90% of consumers worldwide consider issue resolution as their most crucial customer service concern.” – KPMG
Consumers believe that excellent support is defined by having a friendly representative (67%), quick resolution (61%), favorable outcome (57%), is convenient (47%) and is personalized (16%). 90% of consumers worldwide consider issue resolution as their most crucial customer service concern.
Outsourcing lets you work with talents that have the right customer service and technical expertise.
Outsourced Live Chat Support Agents are capable and trained to assist and troubleshoot product or service-related concerns of customers. They directly assist and provide responsive and quality support and problem resolution.
Outsourced Live Chat Support teams undergo a comprehensive and meticulous training process to ensure product knowledge and key skills are adopted. Businesses can train the agents on current systems and processes and adjust based on customer feedback.
Cloud-based tools and integrated ticketing systems in Live Chat customer service software across customer channels allow customers access to technical support for efficient management and resolution of customer concerns such as simple troubleshooting.
Another benefit of Live Chat Outsourcing is responsive support.
“50% of adults will abandon a purchase if you can’t give them a quick answer to their question.” – Forrester
64% of customers want to shop with companies that can meet their needs in real-time.
According to Forrester, 50% of adults will abandon a purchase if you can’t give them a quick answer to their question.
Dedicated outsourced Live Chat specialists interact with the right people who have the potential to be loyal customers.
Adding a live chat feature on a website will typically lead to a 20% increase in conversion rates.
Outsourcing Live Chat helps turn leads into customers that can translate to conversions.
Outsourcing Live Chat Support enables businesses 24/7 Customer Service Support Teams that readily solve customers’ concerns at any point of time in a day.
Businesses can address the changing customers’ preferences and needs by providing responsive technical support. Responsive and quality support and problem resolution requires a dedicated team for you to assist customers’ needs and meet their demands 24/7.
Lastly, excellent customer service and addressing customer’s needs directly contribute to building customer loyalty.
A NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor.
83% of customers agree that they feel more loyal to brands that respond and resolve their complaints.
Experienced Live Chat Outsourcing providers offer effective customer service solutions that can strengthen customer relationships and customer loyalty.
More Customer Service Outsourcing Roles You Can Outsource
Clients can build their own team of Customer Service outsourcing specialists and telemarketers whose tasks can range from answering live chat concerns, incoming calls, probing, obtaining and verify information for incoming calls, service status questions and other customer inquiries, and more related roles.
Customer Support Associate
Customer Support Associates are responsible in providing the first point of contact of customers.
They manage both outbound and inbound phone calls, assist customers in preferred communication channels such as calls, emails, messaging or social media, lead generation, maintaining customer satisfaction, building trust-based relationships, reports generation, meeting personal/customer service team sales targets and call handling quota, handle issues and provide resolutions, maintain a customer interaction and records database and other assigned and related roles.
Customer service outsourcing specialists need to have excellent interpersonal skills, active listening and customer-care with focus on quality, problem solving, and analyzing information,
basic computer and operating system knowledge, and documentation skills.
For key customer service outsourcing skills, read our previously published article.
Team Leader
Team leaders provide overall support to their team members. They are responsible in overseeing and monitoring the day-to-day functions and daily operations of the team. They therefore need to have the ability to identify objectives, problems, analyze and interpret data, draw valid conclusions, and make sound decisions.
Also, the team leader assists the team members on workflow processes and ensures timely, accurate, and efficient processing of tasks given by the client.
Team leaders are responsible in motivating the team and enforcing continuous learning and training for both new and current customer service specialists. This person will report directly to the Service Delivery Manager.
Service Delivery Manager
Service Delivery Managers act as the dedicated point of contact of the client and the customer service outsourcing team. They are also responsible in overseeing and managing the daily operations of the offshore team.
Service Delivery Managers need to be exceptional at team building and employee retention management, quality management and continuous performance/process improvement. They also should also provide solid analytical, logistical and resource planning skills and be available for assistance to the client and the customer service outsourcing team.
Connext Global Solutions is a remote staffing and outsourcing provider that offers industry-leading staffing solutions that helps manage a client’s team as if it was theirs and makes sure the performance matches or exceeds that of your local teams.
Partner with Connext Global Solutions today.
References:
Michael Redbord. “The Hard Truth About Acquisition Costs (and How Your Customers Can Save You)” https://blog.hubspot.com/news-trends/customer-acquisition-study?__hstc=238111519.bebf720da1bd033e5d0c7356f33e597c.1643080993147.1647417110977.1648696204005.14&__hssc=238111519.1.1648696204005&__hsfp=2471237031. Hubspot. Updated June 24, 2022; Published May 09, 2018. Accessed October 11, 2022.
The Netomi Pulse Report “State of Customer Service in 2021”. https://netomi.com/. Netomi Resources. Published 2021. Accessed October 11, 2022.
https://home.kpmg/xx/en/home/insights/2020/01/customer-first-insights-home.html. Accessed October 11, 2022.
Customers’ Expectations in the Age of the Customer. https://www.salesforce.com/blog/2017/07/customers-expectations-in-age-of-the-customer.html. Salesforce. Accessed October 11, 2022.
Kate Leggett. “Your Customers Don’t Want To Call You For Support”. https://www.forrester.com/blogs/16-03-03-your_customers_dont_want_to_call_you_for_support/. Forrester. Published March 2016. Accessed October 11, 2022.
“How Much Does Live Chat Increase Conversions?” https://www.campaignmonitor.com/resources/knowledge-base/how-much-does-live-chat-increase-conversions/#:~:text=Adding%20a%20live%20chat%20feature,20%25%20increase%20in%20conversion%20rates. Campaign Monitor Resource Hub. Accessed October 11, 2022.
Are you experienced? http://www.bain.com/infographics/five-disciplines/. Bain. Published April 08, 2015. Accessed October 11, 2022.
Franny Harold. “Must-know customer service statistics of 2022 (so far)” https://khoros.com/blog/must-know-customer-service-statistics.Khoros. Published May 25, 2021. Accessed October 11, 2022.
