Considering Live Chat Outsource? Here are three reasons you should do it
Live chat support has grown in popularity over the past few years. Websites in nearly every industry now offer quick and easy live chat options. Live chat support can function in one of two ways. The first option functions like this; a user lands on your site and after a few seconds, a lie chat window opens automatically and an automated message asks the user if they need anything. The user can then choose to engage a live rep or to continue exploring your site on their own. It is the equivalent of having a retail representative ask you if you need anything when you enter a store. The second option functions like this; a user lands on your site and is free to explore without any pop-up chats starting. If they do decide they need help or assistance, there is a button available to them that says “start a live chat”. When they click that button, a chat window with a live chat rep opens for them.
Live chat support is a fantastic way to show your customers that you are responsive, responsible, and available to service them, but setting up live chat on your site can be demanding of employee time and resources. For these reasons, many companies choose to outsource live chat support.
Below are three reasons why outsourcing live chat support is a good option for your company:
1) Outsourced live chat reps can focus 100% of their attention on your customer’s needs. When companies choose to handle live chat support in-house, they normally try to maximize employee efficiency by having them handle live chat support in addition to other duties. In contrast, outsourced live chat support reps only have one duty - to provide the best customer support possible. Dedicated attention makes a huge difference in customer wait times and general satisfaction. The live chat support reps at (v)WeCare are always ready and waiting to help your customers solve any issues they may have.
2) Outsourced live chat reps are tech-savvy and quick to respond. Nothing is worse than waiting for an instant message for a long time. Dedicated live chat support professionals are quick typers, great with technology, and can answer client questions quickly and efficiently. In addition, VCare reps are equipped with screen-sharing technology so that they can actually get their eyes on what their customers are seeing.
3) Outsourced live chat reps have been trained in customer service. Customer service is a skill that needs to be fostered and developed. Outsourced live chat support reps have been trained in good customer support which includes de-escalation, patience, and empathy. The team at (v)WeCare participates in ongoing training to keep these skills sharp
So if you believe that live chat support is right for your business, hire an outsourcing company to handle it instead of struggling to get a system up and running internally. It will be faster, less expensive, and more effective than anything you can develop on your own. Trust us, we are experts.
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