September 21, 2023
Customer experience is the central focus of many companies today. Thanks to the accelerated digitalization rate, businesses are opting to increase customer engagement through the various platforms available. To help with this task, they are expanding customer service teams by outsourcing live chat operators.
Live chat operator outsourcing is a strategic approach where the chat support process is handed or extended to a third-party provider. The service provider then takes over the role of responding to your customers' queries, managing multiple chat conversations, and delivering solutions to your customers.
Businesses outsource live chat support operators to be able to keep up with customer demand and maintain a round-the-clock service. This allows them to promptly address concerns, generate leads and sales, and broaden the brand influence to achieve goals.
The primary objective of outsourced live chat services is to answer queries faster and create a seamless customer support process. Other than these, outsourced live chat support has additional aspects that warrant your attention.
The customer conversion rates serve as a measure of the effectiveness of your support efforts
Outsourced live chat operators guarantee higher conversion rates by encouraging desired actions like placing orders or making payments. Live chat support operators boost conversion rates by maintaining a balanced tone and delivering solutions.
Outsourced live chat agents have flexible schedules, allowing you to provide support during non-business hours in your region. They operate in shifting schedules to account for the different time zones, ensuring a seamless transition between team members.
Live chat customer support can provide initial responses and basic assistance for customers to receive an acknowledgment in the shortest possible time.
Seasoned members of your outsourced live chat service can assist in addressing product-related situations, product quality concerns, and account management challenges. With a well-versed team in place, there will be notable growth in customer satisfaction and retention.
Before you outsource live chat support operators, it is essential to gauge the level of support your company needs. Here are ways to determine your business needs when looking to outsourcing live chat support.
Your live chat support outsourcing plan should also involve identifying your outsourced team's tasks and responsibilities. Establish your goals and objectives and key performance indicators (KPI) for metrics like customer satisfaction, increased response time, and chat volume handling. Specify the range of services expected, like resolving issues, managing orders, and technical support.
Defining your business needs and scope of work is essential in delivering effective online chat customer service, optimizing costs, maintaining customer satisfaction, and efficiently allocating resources.
Choosing a company that offers live chat for customer support requires comprehensive research and a strategic approach. Here are some guidelines to keep in mind:
Understanding the pricing models offered by chat support providers is crucial to selecting a plan that fits your budget while delivering optimal value. Pricing models can vary, including options such as per agent, per chat, and tiered pricing.
These are the most common pricing models offered:
Pay-per-service pricing means the client only has to pay for the work done. The payment is charged per chat thread as long as the customer remains online. This ensures that the client only pays for relevant customer engagement. The number of support is adjusted based on the volume of chats.
The number of agents involved determines per-agent pricing, and there may be extra charges for setup, training, or customization. The pricing can adjust as your team expands, scaling up, or offering discounts as the team grows.
If the pricing is based on the number of chats, there might be limits on the number of chats included in the plan. Any additional chats beyond those limits may incur more costs. Understanding how the chat volume is calculated and whether upgrading to a higher plan is necessary for increased chat activity..
Tiered pricing provides options based on specific features, benefits, or services. Find out if there are any thresholds or criteria for each tier and understand how the pricing changes between tiers. Evaluate the advantages and limitations of each tier to determine which aligns best with your needs.
Predetermined chat volumes assigned to the supplier that they have to handle within a given amount of time–normally monthly–in order to maintain service level.
This pricing model is a partnership between you and the service provider. You don’t provide any salary to the outsourced agents. Rather, you divide the profits received in whatever percentage is agreed upon.
Having a better grasp of the pricing structure of live chat support services helps you budget effectively and avoid unnecessary expenses.
Start by setting a budget and the features you require. Research and compare providers, considering features and costs. Look beyond initial pricing to consider integration customization and future upgrades. Most importantly, choose a provider that meets your needs without straining finances.
When you outsource live chat support services, you must familiarize the agents with your business processes. Providing additional training to a skilled team of support agents can significantly improve the chat support experience, increase sales and conversions, and foster better customer engagement.
Regularly monitoring and evaluating the performance of your live chat support is integral for developing effective growth strategies and identifying areas that require improvement. Continuous measurement of performance metrics enhances the chat experience for your customers and improves your team's chat support skills.
To maximize the performance of your chat support team, it is important to assess the following metrics regularly:
First response time (FRT) measures the duration customers have to wait for the initial support response. To minimize FRT, you can hire well-trained support agents, utilize AI chatbots, employ canned responses, and enable effective routing mechanisms.
Evaluating the number of chats provides insights into common customer concerns and helps assess agent workload, efficiency, and the need for workforce allocation.
Average handling time (ART) measures the total time spent resolving an issue. A higher ART indicates longer wait times for other customers in the queue.
Chat to conversion rate represents the percentage of chat interactions that lead to desired actions, such as purchases or payments. It compares the number of visitors who chatted with a live chat agent to those who converted, providing a measure of conversion effectiveness.
Measuring average wait time helps determine how long customers wait for chat support. It provides insights into the utilization and efficiency of the chat support system and the actions that need to be taken.
Websites are a stepping stone in digital marketing. Tracking website visitors who engage in chats helps identify the number of visitors who convert into leads.
Live chat aims to offer round-the-clock support. Missed chats can indicate missed opportunities and insufficient resources to handle chat conversations effectively. It may also suggest that agents are not deployed during appropriate hours.
Customers prefer live chat support as it offers real-time assistance, reduces disruptions in customer experience, and is more efficient than email or phone support due to the availability of chat histories.
To deploy cost-efficient live chat support, begin by determining the level of support required by your company and establishing goals and objectives. Conduct thorough research and compare different providers and their pricing plans. Once you have assembled an ideal support team, provide them with training and ongoing support to enhance customer engagement. Continuously monitor and evaluate your team's performance to identify improvement areas.
For maximum performance and quality output, outsource your chat support service team with New Media Services to ensure affordable and effective ways to provide support and conversions without breaking the bank.
With our 24/7 live chat operator services, you can ensure around-the-clock support while reducing wait times in different time zones. Allow your customers to express concerns better in the language they are most comfortable with and secure customer loyalty, competitive advantage , and global market position with our multilingual support.
Boost your leads, enhance chat conversion rates, and connect with your clients personally. Contact us!
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