Customers are now, more than ever before, looking for rapid responses from suppliers. From service and product delivery to issue resolution, speed is of the essence in any business, and communication is no exception. Our outsourced live chat service has quickly become a powerful communication tool between businesses and prospective (even existing) customers, due to the instantaneous answers it can provide.
As you might expect, live chat is extremely fast paced, with research revealing that consumers wait an average of just 48 seconds for a live chat response. However, 21% of live chats go unanswered by businesses. As a result, companies implementing this type of communication must have the resources to ensure it’s always manned.
Live chat: Outsource your service for great results
For any business, the demands of live chat can be a challenge to keep up with. And as a result, many choose to remove the functionality altogether. But this can mean lost leads and a downgrade in customer service levels.
So, how can you ensure that your live chat is maintained at all times without it draining your business’ vital resources? If your business is struggling for time but could (or already does) benefit from utilizing live chat, consider outsourcing for great results. More and more companies are turning to outsourcing, and here’s why:
Why outsource live chat support?
When you outsource live chat support, you free up time within your own business, which in turn increases customer revenue because you proactively prevent missing any incoming messages.
There are also a host of other benefits to this solution, including:
1. Round the clock communication
The time demands of live chat will differ significantly from business to business. But whether a company is large or small, it’s unlikely to have the time to ensure live chat is manned 24/7. Whereas, when live chat is outsourced, providers will often operate on
an around the clock basis, ensuring that any chat requests are picked up and actioned, be it 5.30pm or 3am.
2. First impressions matter
Making that all-important first contact with prospective clients requires a great first impression. When sourcing a new supplier, most potential customers will want quick and precise answers to their questions, something which is not always possible with on-site contact forms.
Live chat presents an attractive option for website visitors to engage with a business. An outsourced live chat service will ensure this engagement is handled by a knowledgeable agent in a professional manner, meaning you provide potential customers with a fantastic first impression – which can increase sales.
3. Fewer resources required
Live chat requires resources to ensure that it’s maintained efficiently, including the chat software itself and the staff to operate it. Many businesses will often not assign a dedicated live chat agent role and instead distribute this responsibility to existing staff members (which ultimately distracts them from their core role).
That’s why you should look to outsource live chat agents. Not only will this ensure that the cost and maintenance of chat software is taken care of, but also that the live chat is continually staffed; and without the necessity for holiday or sickness cover.
4. Improved customer service
As with a telephone answering service, customers will often contact a business with issues or queries regarding the product or service they receive. Live chat is becoming the predominant first point of contact for these queries.
Because of this, having an unresponsive live chat function is out of the question if you want to provide high levels of customer service. If you outsource live chat agents for your business, they’ll record the query or issue and pass all information on to the relevant person within the company so a resolution can be found quickly, keeping your customers happy and increasing ROI.
5. Convey a modern approach
Adopting new technologies is essential for businesses to remain competitive and continue to run efficiently. This includes how you communicate with your customers.
Live chat has been around for several years now, but as more and more companies adopt this, you must consider implementing quality software. So, when you outsource live chat agents, you’re helping your business flourish. To benefit from modernized live chat, outsource your service – simple! Outsourcing this service will not only ensure that you tick the ‘ease of communication’ box for your customer, but you’ll portray your business as both modern and highly capable. This is especially effective because outsourced suppliers will be using the latest chat technology.
Just ensure that before you outsource live chat support, you make a checklist to find the best managed live chat provider.
How can Moneypenny help?
At Moneypenny, we combine gold-standard technology with exceptional people to support businesses of all sizes and sectors with live chat. Trust us to outsource live chat agents around the clock when you’re busy or unavailable, or opt for fully outsourced chats.
Our complete people and technology solution is the ultimate Live Chat service for any business keen to maximize the value of every website visitor. Contact the Moneypenny team today to find out more about our business live chat service. Call us today on 844 364 6617 to get started! Alternatively, visit our blog for further information on outsourcing live chat agents and more.
