Live chat support- probably the best support system available nowadays
Happy customers are the lifeblood of every business. 80% of customers now use live chat to contact support mainly for these two advantages: Speed and convenience.
But the questions are? Are brands maximizing on this channel?
Live chat support is a great customer service channel and can be outsourced since it removes the need for the employment of perfect English or whatever language speakers and the advent of reliable translation software can even remove the need for English or other-speaking agents entirely.
But an increase in popularity of the Live chat support can result in significant challenges, like larger conversations volumes, longer wait queues and agents who are managing multiple chat conversations all at once. Also, live chat is often a valuable piece of a multi-channel support strategy that requires close integration with other channels to be effective.
In order to cope with these challenges, companies using chat support need to move beyond the simple and traditional Q&A, fix scenarios that chatting has been primarily used for in the past. At the same time, managers need to think about the role they want the live chat support to play in the overall customer experience. They also need to determine ways to optimize its contribution to the value chain of services.
From organizing a knowledge base to utilizing chat bots, here are six things experts say that can help companies make the most of their outsourced chat support.
- Place chat within the context of the customer experience
- Foster cooperation between chat service and sales
- Actively maintain a knowledge base
- Develop agents to fit the culture
- Recognize the role of chat bots
- Integrate chat with marketing
What most experts agree on is that companies should take a relentless focus on the multi-channel customer experience, and apply it to the way they do live chat support. Combine that with a bit of creativity, and great things can happen.
Contact Techmode Outsourcing today to explore the Outsourcing options available and to discuss your projects. We can help you to develop and enhance your customer experience.