February 28, 2019
Outsource live chat operators: What makes it the best option?
Many growing companies are now using live chat on their websites. Researchers said that this simple additional function had given websites a tremendous increase in conversion rates. It had also improved customer satisfaction, which in turn resulted in an influx of return customers.
For businesses who are seeking to add live chat on their websites, the question has become “do we hire in-house or do we outsource live chat operators?” Is it better to engage with a third party provider or just add this crucial task to an already overloaded set of existing employees?
This article will tell you what makes live chat outsourcing the best option for your business.
Customer service outsourcing advantages
This is the most apparent advantage of deciding to outsource live chat support. Setting up the software and system in itself is tedious and complicated. Training your in-house crew would be so much more. But what about troubleshooting issues in case they happen?
An outsourcing company covers all these troubles. With this, you create extra time that is better spent on focusing on core tasks.
Because your outsourced team is well-trained and focused on handling the specific live chat function, they can better serve customers both internally and externally.
Outsourcing also allows you to provide 24/7 service to your customers, something that could be costly and hard to implement if you take the in-house route. Your company is bound for success soonest when you can focus on customer needs and make them feel special.
Greater opportunities for lead conversion
Better customer experience
Customers are the lifeblood of a business. An outsourced team will be able to offer personalized customer support that is difficult to do in an in-house system. Live chat operators are trained in direct and real-time interaction with customers, increasing lead conversion opportunities.
In the long run, outsourcing customer service cost you less than having your team handle it. This is through trial-and-error elimination and the sales you will be able to generate.
Products are better introduced or explained
As already mentioned a few times, live chat professionals are highly trained specialists. They not only understand customers and their needs, but they also learn everything about the product or service they are selling. It’s part of their job.
Contrary to in-house employees who already have a thousand burdens on their shoulders, live chat operators only have one task in mind: to keep your customers happy.
Shorter times for leads-to-sales conversion
Customer service outsourcing allows faster leads-to-sales conversions. Because live chat operators are adept in taking customer calls, offering solutions instead of small products, callers are easily converted into buyers.
The well-trained staff does a lot to convert leads into sales, and proper training comes with a cost. Outsourcing allows you to skip those training expenses and enjoy the benefits instantly.
Live chat outsourcing coverage
Round-the-clock with less capital cost
As mentioned before, customers enjoy 24/7 access to your company’s help desk when you outsource live chat support. The best thing about it is you don’t have to make additional investments in terms of equipment and infrastructure because the outsourcing company will provide that as well.
Increased number of answered customer concerns
With round-the-clock availability, customers can have real-time answers to their problems and updates to their accounts. Your customers can rely on your presence even during emergencies, and that counts a lot in this day and age.
By becoming available whenever your customers need you, your brand image improves and your whole business along with it.
Outsourced technical support
One of the best benefits of outsourced technical support is gaining access to global expertise. Outsourcing firms can tap the best talents from all around the world and make them part of your team.
This is especially helpful when your business is expanding to other countries, and you need to find the best local talents in those specific places.
Increased workforce competence levels for broader skill set options
Another advantage when you outsource live chat operators is the increase in competency levels of your workforce by employing highly-skilled individuals. Of course, you can make the most of their skills by giving them additional tasks that are still within their job description.
Determining these tasks may also come from the outsourcing firm itself as they have a better gauge on the exact skills and competence of their workers.