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As your business grows, so should your customer support department. Customer support is the single most important aspect of any business, so why not stay ahead of the game by outsourcing live chat software to handle multiple inquiries at once, boost your customer satisfaction rating, and even increase your conversion rates? Even small businesses can benefit from having live chat support, but is it the right service for you?

Let’s discuss why you should consider investing in outsourced live chat software for your website and the many benefits that come along with it. If you aren’t sure what live chat support is, that’s okay too! We’re here to educate you on all the basics so you can make the best decisions for your business.

Who Is New Media Services?

Welcome to New Media Services where we specialize in providing clients of all industries with a wide array of digital marketing solutions strictly meant to bring a new wave of success to their business. We’ve helped business owners all over the world reach their goals by providing them with both traditional and extensive digital marketing solutions to raise brand awareness, drive more traffic to their website, get their voice heard, and increase their sales. Our team of dedicated professionals specialize in the following services:

  • Social Media Marketing
  • Website Design
  • Real Time Multilingual Customer Service Support
  • Real Time Live Chat Service
  • Text Messaging Marketing
  • Animated Explainer Videos
  • Virtual Assistant Service
  • Search Engine Optimization
  • And more

Welcome to New Media Services where we specialize in providing clients of all industries with a wide array of digital marketing solutions strictly meant to bring a new wave of success to their business. We’ve helped business owners all over the world reach their goals by providing them with both traditional and extensive digital marketing solutions to raise brand awareness, drive more traffic to their website, get their voice heard, and increase their sales. Our team of dedicated professionals specialize in the following services:

Why To Outsource Live Chat Support & What It Is

Live chat support is when your customer service department has dedicated customer service representatives that answer the phone or emails and respond to customer inquiries. Outsourced live chat support is essentially the same thing, only multiple phone inquiries are answered immediately by highly-trained live chat agents sho respond in real time, meaning no one needs to be put on hold for extended periods of time. Plus, your customer service department is no longer confined to your regular business hours of 8-4 or 9-5. With live chat support, your customers are being offered a 24/7 live chat service so they can reach out ay any time with any of their questions or concerns.

We know what you’re thinking though – “why live chat outsourcing”?

Do you have a business in the United States but most of your customers are from Europe? Do you have a business in Japan but most of your customers are from Canada? Even with translation apps, language barriers can make certain situations very difficult and even decrease your customer service satisfaction rating. We don’t want that to happen. This is why we offer we offer multilingual customer service and live chat software services for our clients located all around the world. Now, you can have a team of dedicated, professional, 24/7 live chat agents who can assist your customers in the following languages:

  • Arabic
  • English
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Malaysian
  • Portuguese
  • Spanish
  • Thai

Don’t see your language on the list? We do our absolute best to ensure our clients are provided with everything they need. We’re very flexible and accommodating, therefore, we’re more than willing to discuss possible solutions with you when you contact us.

But first, are you ready to learn about all the advantages live chat outsource solutions can offer for your business?

Welcome to New Media Services where we specialize in providing clients of all industries with a wide array of digital marketing solutions strictly meant to bring a new wave of success to their business. We’ve helped business owners all over the world reach their goals by providing them with both traditional and extensive digital marketing solutions to raise brand awareness, drive more traffic to their website, get their voice heard, and increase their sales. Our team of dedicated professionals specialize in the following services:

The Advantages of A Live Chat Service

We’re firm believers that flexible, real time live chat agents can be the key to your newfound success. It’s a must-have business tool that allows your business to communicate directly with your customers whether they want to chat via your website, email, or even SMS. Here’s a rundown of the top ten advantages you can experience when you invest in a live chat service for your customers:

1. Improved Customer Experience

If there’s one thing your customers truly appreciate more than anything, it’s having the option to contact your company at any point with their questions or concerns. This means you need customer service availability after hours too. The one way you’re going to accomplish this? With a live chat service. When your customers know they can reach out to you at any time, this can drastically improve their experience and overall satisfaction, leaving your reputation booming and new customers wanting to check out your products and services.

2. Templates Can Be Provided

If you’re worried about a live chat agent having a different tone of voice or not being able to speak professionally without mistakes, templates can easily be provided so your preferred style can be mirrored across the board. Now all your customers can be handled in a friendly manner so you know professionalism will never be compromised.

3. Immediate Responses

Your customers don’t like being put on hold or having to repeat their situation to multiple customer service representatives and managers on the phone. They appreciate having their inquiries responded to in a timely manner and with 24/7 live chat support, that’s exactly what can happen. As soon as they inquire about something, they’ll have a response via email, instant messaging, and SMS. Now, instead of your customers waiting for extended periods of time for a response, their demands and needs can be met instantly. Again, this can drastically boost customer experience and overall satisfaction.

4. Increase Conversion Rates

Did you know that having a live chat option can increase your conversion rates by nearly 40%? Multiple studies have also shown that customers are more likely to engage with your website if it has a live chat option compared to those who don’t, particularly because it’s convenient and they know their questions will be answered instantly. Do you have multiple social media platforms? This can increase your chances even further and make your customers feel like you’re very easily accessible.

5. Employee Productivity Improvement

By not having to respond to every single customer inquiry, you can actually improve your employee productivity. They’re only one person after all. They can’t respond to every single email in a timely manner. This is where having live chat agents is different. While your employees are handling other customer service inquiries, outsourced live chat agents can handle the ones you can’t get to immediately, including even the toughest customers. Our escalation management agents can handle difficult customers with the utmost professionalism and sophistication so your employees can focus on their task at hand.

6. Cost-Effective Service

Having a live chat service on your website can actually be much more cost-effective than your typical phone-in service. In fact, it can be about 30% cheaper than phone call tolls since chats can take place real time over the internet.

7. Stay Ahead of Competition

Want to be given an edge over your competition? Instead of them questioning which product they want to purchase between you and your competitor, now they’re automatically given the opportunity to ask you questions about your products and services and receive instant answers. This can drastically improve the trust and loyalty between the two of you and make their purchasing decision much easier. If you’re more willing to provide them with an exceptional customer service experience, they’re more likely to return to your website over your competitors’. Which brings us to the next point.

8. Guides The Buyer

One of the main reasons business owners turn to a live chat service is to provide their customers with an easy buying process. Live chat software can easily guide buyers and help them make an informed decision when you’re not able too. And you know what they say about conversations? They lead to conversions! For this reason, it’s easy to see why it’s such a popular modern marketing tactic.

9. Easy-To-Read Analytics

Just because you outsource your customer chat service doesn’t mean you can’t keep track of your progress or statistics. You can monitor analytics real time such as:

  • Arabic
  • English
  • French
  • German
  • Italian
  • Japanese
  • Korean
  • Malaysian
  • Portuguese
  • Spanish
  • Thai

10. Future Resolutions Easily Accessible

When conflicts have been resolved, they can easily be stored for future access. This is a great way to tend to future complications. Now your employees or live chat agent can refer back to how that situation was handled and, if it came with a positive customer review, utilize that transcript or resolution again. Even if negative reviews were left from certain situations, these are great to keep on file too so you know where there’s room for improvement and how to better handle the situation next time.

The Advantages of A Live Chat Service

We’re firm believers that flexible, real time live chat agents can be the key to your newfound success. It’s a must-have business tool that allows your business to communicate directly with your customers whether they want to chat via your website, email, or even SMS. Here’s a rundown of the top ten advantages you can experience when you invest in a live chat service for your customers:

IM Chat

IM stands for Instant Messaging. This is easily one of the most popular outsourced chat software solutions websites opt for to build customer trust and improve their conversion rates. Think of it as your virtual assistant. As soon as a user ends up on your website, a chat agent message box will appear asking that viewer if they need help, or to guide them through the process in which they’ve inquired about such as website navigation, a certain product or service, a sale, billing support, and more. The live chat support is completely tailored to their particular wants and needs 24/7. It offers quick, easy, and efficient problem-solving for desktop and mobile users alike, meaning it’s extremely convenient for anyone.

IM Chat platform on desktop, mobile and tablet
Email Chat platform on desktop, mobile and tablet

Email Chat

Another convenient way to provide a 24/7 chat service is by utilizing an email management service. Email is still a preferred method for people to communicate, particularly with businesses. If they don’t have time to live chat, they can respond to, or send, an email on their own time. It also makes for a more private and secure chat method. Each email can also easily be customized for a more personalized approach. But, since you have a team of agents backing you up, no more taking the time to scroll through the endless amount of emails and having customers feeling frustrated you didn’t get back to them promptly. As mentioned before, having multiple agents can increase your employee productivity while gaining the trust and loyalty of your customers since they know help is always available.

SMS Chat

SMS stands for Short Message Service. This is similar to live chat, except it’s done through text messages after a widget has been added to your website and customers agree to receive texts from your business. It’s managed by highly-experienced live chat agents who handle both inbound and outbound messages to boost customer experience even further. Text messaging is extremely convenient chat service for many of your customers and allows for a personal form of communication. Since your customers know they can reach you 24/7, this can improve trust between the two of you, particularly since responses are quick. Standard text message rates may apply.

SMS Chat platform on desktop, mobile and tablet

New Media Services’ LOOP-Powered Live Chat Service Solutions

Our LOOP-powered live chat service solutions (Live Online Operator Platform) bring business owners all over the world with peace of mind knowing every aspect of customer service is well-taken care of. But that’s not the only reason why they commit to investing in an outsourced live chat service for their website.

With LOOP services, you can expect to see:

  • Increased sales
  • Expanded market reach
  • Improved customer service
  • Improved customer loyalty
  • Easy access to reports and analytics
  • Reduced expenses but increased manpower
  • Efficient problem-solving

Not sure which LOOP-powered live chat service is right for your business? We’ll help break it down for you but gladly go into more detail when you contact us today. While we’re dedicated to helping your business grow, we’re also dedicated to ensuring you understand every aspect of our services and never want our clients to hesitate to ask questions. We’re here for you every step of the way.

If you have a company that: launches a product that requires business-to-consumer marketing, our live chat support can assist through bulk message campaigns or more personal interactions like SMS chat and IM services.

If you have a company that: wants to enhance its online presence by improving customer interaction, we can utilize all of our chat support solutions for your website to turn your dreams into a reality.

If you have a company that: requires improved customer interaction across multiple platforms like Facebook, Forum, Google+ and more, our live chat agents can engage with your customers through email, IM chat, and SMS chat.

If you have a company that: has developed a website to be used by consumers, our live chat solutions can help guide your consumers through the buying process and offer suggestions through IM chat.

Outsource Your Live Chat Customer Service Today

If you want a round-the-clock support team but aren’t sure where to start looking, you’ve come to the right place. We can offer your website visitors with an extensive experience unlike any other. You can rest assured knowing they’re highly-trained to handle all issues, including escalation situations in high-stress environments. If you’d prefer, you can also provide the agents with chat transcripts so every voice remains steady, unbiased and as professional as possible.

Nearly 53% of online consumers prefer reaching out to businesses that have convenient chat methods. Not only does this establish consistent communication between you and your consumers to provide a higher level of trust and loyalty, but you can expect to see an improvement in your conversion rates and online reviews too. Better yet, it’s cost-effective. Rather than hiring individual customer service representatives and having to pay for training, posting job availabilities online and their salary and benefits, you have a team that’s ready-to-go as soon as you need them. Our live chat employees also speak multiple languages, so if you have a company with dedicated customers all across the globe, they can still be communicated with efficiently in their time of need. Even outside of your regular business hours, your customers are still in good hands. We value your success and reputation as much as you do. Whether your company has created a new website and requires a higher volume of consumers or you’ve launched a product that requires business-to-consumer marketing, we have an array of live chat solutions that can get you the biggest bang for your buck.

New Media Services Is Here For You

We’re firm believers that, when you outsource customer chat software, you’re investing in a positive experience for you, your employees, and most importantly, your customers. Since we opened our doors in 2007, we’ve created a staple in the marketing industry and have become a well-known team of caring individuals who treat every client’s company as though it were our own. And, while we’re here for you, we’re also here for our community. We love staying active, getting involved with events, and look forward to continuing to expand our horizons. If you’re ready to work with a team that has your back and guides you through your digital marketing campaign with ease, contact us today to discuss your goals with us. We look forward to chatting with you.