Let me guess.
You’re here because you’re considering outsourcing your live chat support, but you aren’t sure whether you’re supposed to, aren’t you?
Allow us to help you.
To help you decide on the matter, we’ll discuss the glaring benefits of outsourcing your live chat support.
Handling Large Chat Volumes
Outsourced live chat operators can usually respond to approximately 80 percent of your customers’ questions.
Experienced personnel can even take care of around five chat conversations simultaneously. That means they can manage large volumes of live chat requests.
Outsourcing your live chat support also helps you avoid a shortage of operators who can respond to hundreds of one-time and follow-up queries.
Plus, with only 20 percent left of chat requests to manage, you lessen your staff’s workload and allow them to attend to more sales-critical matters.
With more helping hands available through outsourcing, you can engage more potential and regular customers and address their needs.
Task Efficiency and Effectiveness
Outsourced live chat personnel doesn’t need to handle any other support channels. That enables the agents to focus on one task and medium.
What’s more, outsourcing companies provide round-the-clock services, allowing representatives to be available anytime to answer your customers’ inquiries.
That leads to potentially and significantly shorter response times, which is one of the primary bases for customer satisfaction (and better reviews).
Access to Expert Operators
To achieve excellence in your live chat support, you need, among other factors, operators with adequate and relevant skills and experience.
However, obtaining that entails tons of cost and effort.
You have to look for several top talents, or recruit people with less skill and experience and train them routinely to improve service delivery.
You would then need to facilitate training sessions and tap the right resource persons, whether externally or internally.
If that seems like a lot to invest in, there’s good news: BPOs can take care of all that for you.
By outsourcing, you get instant access to trained and seasoned live chat personnel with superior capacities — and for affordable rates, which leads us to the next point.
Outsourcing lets you reduce your training, recruitment, and other costs associated with full-blown live chat support.
When you’re scaling things up or getting larger chat volumes, increasing the number of your chat operators or their workload can, in reality, work against you instead of for you.
Doing that may entail putting in much more time, finances, effort, and other resources.
It can also hamper your business productivity, which affects your profitability and buyer satisfaction, among other things.
Outsourcing, then, offers a cheaper and more efficient option where you don’t compromise the quality of your chat support, brand reputation, business performance, and more.
With these and other glaring benefits, outsourcing your live chat support is more of a worthwhile investment than an expense.
From these benefits, you can enjoy a chain of other outcomes, like spikes in sales and conversions, consumer patronage, a competitive edge, and plenty more.
Are you ready now to outsource your live chat support? If you are, feel free to give us a call or drop a message, and we’ll be here to assist you.