According to a survey by Harris interactive, 75% of customers feel that it takes too long for them to get in touch with a customer service representative. Fortunately, live chat support can solve this issue.
Outsourcing your live chat support from a reliable company lessens the risk of losing 75% of your market. Customer queries will be instantly answered by a live representative, who can ensure customer satisfaction. Meanwhile, you do not need to spend a lot of resources in hiring additional staff.
Live chat support is a type of customer service support channel. It is the process of providing customer support in real time via online text chat. This can be carried out on several platforms, such as instant messaging apps, social media, or chat windows in your business website.
Live chat support cuts the wait time for customer service, while still establishing an effective connection with customers. Instead of waiting for an email response or their phone call being queued, customers can receive a faster response from your brand. Customer experience will improve greatly and, in turn, would produce an increase in sales.
When you outsource live chat support, you are hiring a third-party service provider to handle your live chat services. The outsourced company will assign a dedicated team of live chat agents, who will communicate with customers on your behalf.
Your outsourced live chat agents will be thoroughly trained on your business, brand, products and services. They can respond to a wide range of customer queries, such as promos, sales, and support for technical issues. Service providers use live chat software to manage the chat services across different platforms.
Outsourcing live chat benefits any kind of business. In fact, some of the world’s biggest companies outsource their live chat services. Here are some of the industries that popularly outsource live chat support:
Here are only some of the benefits of live chat for businesses:
Both live chat advantages and disadvantages are important when considering this service. As such, here are the disadvantages of live chat support outsourcing:
There are plenty of BPO companies that provide live chat support. However, not all of them are the right fit for your business. When selecting a service provider, you need to consider the following factors:
Magellan Solutions has all the qualities of a reliable live chat service provider. We have been in the industry for over 15 years, and we make sure that our staff reflects this experience. Our company is ISO and HIPAA certified, so we can guarantee high quality services with flexible rates.
Contact us today for more information.
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