79% of consumers prefer talking and receiving immediate replies, according to the Live Chat Statistics 2020 report. As a result, the need for live chat outsourcing services is rising. Live chat doesn’t need a lot of back and forth conversation. Having a live chat function on our website provides us with an edge over our competitors. Every time a customer calls, they want a response right away. It’s a common desire to get their questions addressed quickly.
What is a Live Chat Service?
Silver Edge Technologies may communicate with our consumers through a conventional desktop messaging program incorporated into a website using live chat outsourcing. In most cases, the bottom right corner of a webpage is where a live chat window appears. Our chat operators use automated live chat messaging to persuade consumers to inquire about products and services. In return, clients receive immediate replies and avoid long waits on the phone.
Silver Edge uses a live chat support staff to provide a quicker response time, and this is because rapid reactions generate more leads. Additionally, live chat assistance is an excellent approach to demonstrate to clients that our organization is open 24 hours a day. Negative client experiences may result from ineffective customer care service if there is no 24-hour managed live chat assistance.
Pros of Using Live Chat for Customer Service
Maximize Sales and Conversions
To turn visitors into consumers, live chat is a great option. Live chat may increase conversions by three to five times more than other methods. Clients are more inclined to buy from a website if they have a conversation with a natural person. According to the research, customers who utilize live chat are more likely to make repeat purchases.
Live chat has made it simple to increase our sales and maximize conversion rates. Live chat enables our customers to communicate directly with our support and sales teams. These visitors might be turned into paying clients and upsold by our team under this arrangement.
Increasing the Returning Customers
Live chat allows you to be available to our customers when they need us most. It’s easier to develop trust when we’re open to our consumers. When clients know they can count on us to be there when they need us, they become repeat customers. For this reason, there’s little question that live chat enhances client loyalty.
Customers Struggling
Identifying and addressing client pain points is no easy task, and all support systems can’t complete this job. For example, emails and phone conversations may not be able to identify the customers’ problems effectively. A single team or person
handles most customer issues.
On the other hand, live chat is a terrific tool for identifying consumer problem areas and resolving them. Live chat has access to all previous chats, which is helpful for swiftly identifying customer problems and concerns. Identifying and resolving client issues and concerns may be as simple as looking back at prior conversations.
Lower your Expenses
It is common for Silver Edge Technologies to use live chat assistance to save money. That’s because customer service by email is far more cost-effective than other means of communication with customers. Live chat is 17-30% less expensive than making a phone call, and managing a call centre is thought to be more costly than establishing live chat assistance. There is no additional charge for training chat support professionals, so you don’t have to worry about it.
Chat concurrency may save you a lot of money in the long run. This live chat feature allows our customer service staff to handle many discussions. Customers won’t have to wait in a lengthy line if they can manage more than three conversations. Customer loyalty may be improved as a result.
Cons of Using Live Chat for Customer Service
Obstacles to Progress in Technology
Traditional support networks are familiar to specific individuals, and They may prefer email and phone help over live chat. This is because it may take a few hours to learn how to utilize different forms of customer support channels. To remedy this issue, we need to provide these folks with varying forms of help.
Unsatisfactory Mobile Service
If a large percentage of your website’s users come from mobile devices, this might be a problem. Live chat programs are incompatible with specific mobile devices. It is also impossible to properly use live chat on a tiny screen. Adjusting the chat feature may significantly impact the usability of live chat on mobile devices.
Issues with Time Zones
With live chat assistance, we may reach out to a customer care representative at any time of day or night. However, we must consider time zones and accessibility to see whether we can provide round-the-clock service. It is best to be available to avoid disappointing our consumers who demand response at any hour of the day. We’ll need a service provider available around the clock for this.
Integration of Chatbot
There are various areas of live chat where chatbots can help out. However, others argue that chatbots might impair our customer service and reputation, which is something to keep in mind. These AI-powered chatbots don’t understand customers’ urgency and only offer limited help. It’s also possible that the lack of a human element will lead to a bad user experience.
Customer service requires a human touch. As a result, human customer service representatives are preferred over pre-programmed chatbots when outsourcing live chat assistance.
Qualities of Live Chat Outsourcing Companies
There is no end to the options available to us regarding outsourcing. However, choosing the most acceptable service provider to profit from is difficult. Inadequate customer service is the last thing you need. This is why we’ve put up a list of things to look for in a chat outsourcing company:
Art of Infrastructure and Technological State
Consider working with a company with access to cutting-edge technology and is known for its reliability. This is a sign of a company’s ability to give high-quality service. To ensure that Silver Edge Technologies runs well, ensure that our employees have the most current technology available.
Host Culture Compatibility
Our service provider must consider all layers of our company’s culture. This makes it easy for both of you to communicate. Please make sure you and our service provider are on the same page so that our job may be completed on time.
Delegated Competence
It’s critical to choose a webchat outsourcing service provider with the necessary technical and project expertise. Delivering the agreed-upon services requires this. You’ll get the best outcomes if you work with people that have a lot of experience and are willing to share it.
Working Knowledge of the Business
A service provider’s track record and industry experience may help you decide. Please look at how many clients and projects your supplier has served while evaluating them. This might help you determine whether a service provider is the best fit for our business.
Affordability
Be sure to choose a service provider that provides high-quality products and services at a fair cost. There must be a co-worker who will help you negotiate the best bargain possible. This is to ensure that you’re getting the most out of your investment.