Live chat is one of the highest rated support channels, with 92 percent of chat conversations receiving positive customer ratings. If you aren’t dedicating the proper amount of time to your live chat though, it can be viewed in a negative light by your customers. That’s why you should consider outsourcing your live chat service. Live chat outsourcing allows you to spend your time on your business and lets a dedicated team run your live chat account. Let’s take a look at how you can make the most out of outsourcing live chat.
There are major benefits to integrating your live chat service with your marketing efforts. An example is if your agents have access to your marketing goals and strategies, the will be able to use those when talking to a customer on live chat. By giving agents better tools and integrating the marketing campaign, they know can get to know each customer better.
Live chat can be one of the most effective support channels to increase lifetime customer value. High level of chat-service satisfaction directly increases the number of online purchases. The key is to make sure the live chat agents know the type of customer they are dealing with so they can either attempt to up-sale themselves or to get the customer in touch with someone that might be able to help them further.
One of the great things about digital support channels like chat is that they’re effective at gathering data. Service teams can then build, maintain and grow a knowledge base of the customer base. This can aid them with future customers and help build a better marketing campaign that will be centered around the information they gathered from live chat.
Outsourcing your live chat service can allow you to focus on running your business while not sacrificing the quality of your customer service. If you are thinking about outsourcing your live chat, contact us at Digital LeadSource today to learn how we can manage your live chat service and to start your 30-day free trial.
