The forms of communications by face to face or by the phone become old fashion, now it is mostly done through text.
Most of people want to use a similar form of communication when they research or make shopping online.
The text-type form of communication presents a way for businesses to grow their population of consumers, it is called Live Chat.
When you have avlive chat on your website, this will greatly increase the likelihood of consumers because they will spend more time on the site and why not make a purchase.
The question here is how can you implement live chat on a website that is both cost effective and delivers results?
The answer for this question is to outsource chat to a person who have an experience in this customer service. He must be an expert.
These are three reasons to outsource live chat:
** Using of a dedicated and specialized agents :
By using an outsourced partner, businesses can rely on dedication to this function.
In call centers, agents answer phones, respond to emails or correspondence but the outsourced chat teams are usually dedicated to only taking chats.
By this, the agent will be an expert in the area of chat.
The worse than not having live chat on a website? When you have a live chat but no one is available to answer a visitor when he/she needs assistance.
So, most consumers will simply leave the site. For this reason, you should outsource live chat to a partner to ensure that no visitor ever goes unattended.
A live chat answering service always has a team available all hours and all days and agents which are able to take multiple chats simultaneously.
Did you know that most agents can process about 800 chats per month?
** Cost effectiveness and results :
The cost of employees presents one of the highest expenses in an organization. It is not only the cost of the salary but also of recruiting, employment cost, office space, equipment and notably the infrastructure.
The chat outsourcing partner focuses on the management piece will allow the business to focus on results from chat and define the type of experience that you want your visitors to have through chat.
The expense from the outsourced chat team must be perceived as an inestment not a cost.
Chat presents something which gives immediate returns and depend on the profit margin of the product or service.
The ROI on outsourcing chat services is in the hundreds of percent.
** Chat operators aren’t only Customer Service Reps :
A good customer service rep doesn’t necessarily make a good chat operator.
In the most of call centers, the software is designed for the agents to do as little typing as possible to reduce average call time.
The communication is obviously verbal, sothat is easy to understand what the caller needs and easy to convey a helpful tone.
In chat, all communication is handled via typing, so the agent have to type fast and use proper grammar, punctuation and spelling.
They must do this while meeting the needs of the visitor, conveying a friendly and helpful tone and do it timely.
For chats, most questions are generic and can be predicted. This is where FAQs are important to guide chat teams to help visitors.
There is so much that goes into implementing a good chat platform on a website.
There are few factors like the designs of buttons, placements and how to properly use proactive invites.
It is not the same for every business type. You should understand the audience you are trying to engage and tailor each and every component of the chat in order reach the greatest number of consumers.
All font, colors, timing and flow of proactive invites are critical.
You should having a good outsource partner who understand these components, constantly review statistical data for each business and make adjustments to dial in the best results.
There is no control over someone calling into the call center in the conventional customer service.
But with chat, there are many methods to help the visitor to engage in chat. It can be very tricky.
Live chat present a great means to improve customer service, provide lead generation and so improve sales.
So, outsourcing this service is ideal for small to medium size businesses, with typical returns on investment in the hundreds of percent.