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Inside the Quality-First Contact Center

10 Benefits of Live Chat Outsourcing

Live Chat OutsourcingIn recent years, live chat has become a very popular channel for seeking customer support. But adding a service like this to your business can be an expensive investment that not all companies can afford. Here at Callzilla, we want you to know that not all is lost and that settling for inefficient channels is in the past. Here are 10 benefits you will get if you choose to outsource your live chat operations.

1. A Great Option to Diversify Channels

Customer support via phone used to be the preferred option back in the day, but today an increasing amount of people (especially younger generations) avoid having to talk to someone on the phone. Live chat support offers the chance to provide customer care without having to call a designated number, as it can be accessed through your company’s web page or app. Chat solutions are also the preferred option for the most tech-savvy, so customers now have multiple channels to contact and are not forced to use only one, which might result in unreported issues and unhappy customers.

2. Automated Additions for a Better Experience

Outsourced Live chat software allows your company to provide support with a faster resolution time using other automated tools. You could program a ChatBot to welcome your customers and direct them through the various options offered. This makes the customer experience a more interactive one, where they are in charge of their journey. It also avoids occupying a live agent with inquiries that can be easily answered by the bot, such as information about the product, or if the customer is looking for info on other departments, the bot redirects them instead of having the agent do it.

3. Data Collection to Improve Processes

Live chats are able to store information that your outsourcing partner can use to give you reports on how successful operations are. This way you have exact numbers on customer satisfaction, average handling time, and any other metrics you may be interested in monitoring. Customers are able to give feedback as well, not only through their inquiries but also through simple surveys. Live chat customer service outsourcers cover all sides of the operations, and you will hardly miss anything.

4. More Customer Volume, the Same Excellent Quality of Service

One of the many advantages of live chat outsourcing is the number of customers a single agent can manage. Live agents in call centers can only manage one call at a time, whereas live chat agents are trained to provide support to three or more people, without leaving the quality aside.

5. Customer Support Available 24/7

If your company is in great need of a 24/7 customer service live chat channel outsourcing agents might be the best option. Keeping an on-shore chat service around the clock might be too expensive; you have to take into account the amount of workforce needed and double it, to have at least 3 shifts. Why bother with that when outsourcers can do it for you? Callzilla offers this 24/7 outsourced customer service and takes care of the logistics for you.

6. Cost-Effective Option for Small Companies

We work with all kinds of businesses, from small startups to well-renowned chains, but customer support is usually decisive for the former, because a single experience might determine whether a customer sticks with your product or not. Outsourced live chat operators are the best option for companies with a small budget and a huge desire to grow.

7. A Well-Trained Staff, With Experience in Customer Support

When outsourcing agents for your customer care department it is important to take into account their level of expertise and knowledge in whatever business you manage. We are constantly training our workforce, so they can confidently respond to any issues your customers might be experiencing. In addition, all support teams have access to an E-learning platform where they can update their practices and keep track of their skills.

8. Increased Customer Loyalty

Maintaining good customer relationships is one of the many benefits of having a well-planned customer service operation. But companies don’t always have the time and resources to keep track of every step by themselves. This is where outsourcing comes in handy. We are in charge of nurturing customer relationships by providing prompt resolutions and real-time interactions, that way customers feel more connected to your business, and as a result, your company gets increased loyalty and increased sales.

9. IT Support to Ensure Data Safety and Troubleshooting

When thinking about improving your customer support department, it’s essential to take into account what it would take to keep it running. Implementing live chat is a great upgrade, but it also requires an IT support team to be ready as a fail safe, or to ensure your customer’s data safety. Callzilla provides technical support for your operations, so you don’t have to worry about staffing an IT department or buying extra software to keep information safe.

10. Cost-Savings from Beginning to End

Outsourcing is one of the most cost-effective ways of adding services to your company; It gives you all of the benefits of having an on-shore operation without having to overspend on it. You don’t have to worry about getting the appropriate infrastructure, the software, hiring and training your agents, keeping track of metrics, and creating action plans to improve the service your customer care team members provide, all at the same time. Callzilla will do all of this for you and will work alongside you to set it up, while taking into account your business needs.

It is clear that live chat outsourcing brings a ton of benefits to you and your company; From providing multi-channel support, to improving your customer’s loyalty, and most importantly helping you save money.

Click here to contact us and start outsourcing your operations with Callzilla. We have managed live chat processes for clients like software firms and retailers, and we had the chance to improve customer satisfaction for this streaming service by implementing a multi-channel customer care operation.

Topics: Call center outsourcing