Outsource Live Chat to the Philippines
Live chat is one of the critical components of any comprehensive customer service strategy. More customers are turning to live that then ever to help them solve problems, get questions answered, or even buy products. Most companies however, don’t have the resources to be able to respond to all of their live chats in a timely and efficient manner. That is why many companies have started to outsource their live chat to the Philippines in order to build a cost effective solution to their live chat customer service needs. Here are a few different models to consider when outsourcing your live chat to the Philippines.
Per Resolution Model
There are many companies that offer a per resolution model for live chat support. They have a team of agents in the Philippines that are standing by to answer your customers questions and they charge a fee per resolution or ticket handled. This is a common outsourcing approach and is very popular with small companies. The challenge with this model is the lack of visibility, flexibility, and control over the agent’s task. In this model agents are working for a variety of different clients, answering questions and solving customer issues for many different industries and it is simply really hard to get right. You may have an efficient cost model while reducing wait times and answering customer questions but it can be frustrating if customers start to receive incorrect information because you don’t have the control or visibility you need.
Dedicated Employee Model
The dedicated employee model means that you are receiving a dedicated live chat support agent to support your company. In this model, the live chat outsourcing provider will source and hire talented live chat support agents, sometimes with relevant industry experience, to handle online customer queries. The good thing about this model is that you have control and visibility over the live chat agent. You can train the agent on your systems and processes, you can check their work, and make easy adjustments based on customer feedback. We believe this model is optimal for creating the type of customer experiences that you would expect from an agent in the United States. We have had great success with this model with companies large and small who outsource their live chat. The other positive with this model is that you can direct your dedicated agent to work on other tasks when they are not responding to web chats. Common tasks could be responding to social media chats or comments or handling email inquiries.
Outsourced AI Support
Aritificial Intelligence is changing live chat for many companies, but it often does not create an end-to-end solution. What if the customer asks a question that the AI can’t answer? What if it is something that it hasn’t seen before? It is for these reasons that companies are looking to the Philippines for Tier 2 and 3 support to augment their Tier 1 AI chatbots. The Philippines is a cost-effective solution for companies that want to build a comprehensive AI solution that can effectively handle all customer queries. Most outsourcing providers have consultants and developers in place to help you build an end to end solution.
Want to outsource live chat but don’t know where to start? Schedule a call with one of our consultants to walk you through your options. Connext is all about helping clients grow their business. We want to make sure that you find the right solution to keep your customers coming back.
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