Outsourcing Chat Support Services Is the Way for The Future

Chat support services are some of the most important contact center services in the BPO industry. They resonate with the youngsters who are in the habit of texting instead of calling. Also, they provide a low-cost alternative to diversify a call center operation. But performing them in-house can be a huge business hassle, especially when we consider they require their own infrastructure and expertise. This is why I vouch for outsourcing chat support services, because that is where the future lies.

Fulfil your Scope and Stay Future Relevant

As online interactions become increasingly widespread, the traditional phone support is slowly but steadily moving into the background. Although right now in 2020, we might not see this trend clearly, but it is very much prevalent within the industries.

People say that they want phone support, regardless of what other platforms a company is communicating with. Many are almost adamant in their request. But as they get used to chat, email and social media platforms; the day is not very far when we will see phone support far down the pecking order.

So, instead of focusing solely on your phone-based customer care, as an industry expert, I advise you to make a move to chat support in order to stay relevant in the future.

Chat and Email Support Encompasses Everything

The great thing about chat and email support is that they actually cover the entire scope of customer care, tech support and many other traditional call center operations. With cutting-edge Live Chat Software and Email Response Management tools, you can easily automate the entire support platform. Below are some essential functionalities that you should look for in your next-gen chat support outsourcing service:

Live Chat Transforms to Screen Sharing

What better way to offer your customers help than actually holding their hands and guiding them? With tech support and ecommerce becoming pivotal for company operations, a screen sharing option is a must. It lets your chat support agents instantly provide support without confusing the customers.

Analytics in Chat Support Services

It can be very hard to monitor chat support agents, especially when they are attending hundreds of chats every day. Choose analytics-driven outsourcing chat support services that can automate agent monitoring. Many companies like Vcare are already using AI to ensure agents stay productive throughout the day.

There are countless other reasons to make a move to chat support service, sooner rather than later. I would say it has the most impact in inbound support. For outbound, you would still have to use the service of lead generation and telemarketing companies.

5 Points Why You Need Live Chat Agent For Your Business Website

When prospective clients go to another website or close their web browser (or switch to another website), you lose profits and possibly will never get a second opportunity.

1. Live Chat Agent uses “chat bot agents” to accumulate lost deals, upsell present clients, and boost your sales with 5 to 15%. By means of the latest technology, you can simply insert a code to your sales page, shopping cart or home page to present your prospective clients a second option to buy your product by having automatic 24/7 talk agents answer their concerns and promote them without having to raise a finger.

2. Live chat agents need JavaScript and the most recent database equipment to boost your sales and bring back the clients that you would on average lose in the future. Without paying for luxurious client service or the annoyance of creating difficult for understanding programs that your customer service section will be slow to apply and utilize.

3. The most interactive and synergistic branch of online support will have live chat agent! This live chat is really necessary, as it produces a common agreement between the seller company and the buyer. This fast growing industry development is unbelievably helpful for a variety of reasons. Some of them are:

o You will have 24/7 chat support for your customers, and this will help you spend your time for something that you like, instead of answering thousands and thousands of the questions of your customers.

o All technical issues will be resolves by the 24/7 live online chat support

o It will assist you in creating a pleasant work atmosphere, which makes your business communication more interactive

o With live chat support, you could be relaxed, private and of course be free

4. Live chat agent presents you enhanced chance and opportunity to divvy up things from time to time. In addition, it keeps your company live and attentive, whereby you will not at all be diverted anyhow. With no troubles, you can immediately create prompt results! All these details have made the live chat agent increase affirmative response and in addition it has won compliments from everywhere.

5. Live chat agent provides exceptional online support and they assist you in creating exclusive incorporation of complete customer service! Live chat agent plays an important role in improving your commerce agreements. Are you truly interested in developing your online business in the best possible way? Then use a live chat agent and it will be!

Importance of Live Chat Support for Online Business!

The real time, online functioning of ecommerce has played a vital role in its astonishing growth over the past few years. This fascinating concept works perfectly for many of us due to its virtual nature, easy access and fast processing. Imagine for a second if internet were sluggish and communication modes or data transfer was snail paced like the olden days; would online trading still be as practiced as today? It’s a simple fact that people like and want to trade online because it doesn’t involve moving an inch yet provides unlimited options on a mouse click with speedy results and everything gets geared up with the availability of live chat support on ecommerce websites.

Live chat support is an integral part of any business website due to its two fold impact. It serves as a bridge between customers and vendors allowing them to communicate and arrive at a conclusion as promptly as they desire. Although, email has been widely used for information exchange but with rapid developments in technology, live chat has emerged as a safe and documented alternative to email only more instant. When people land on your ecommerce website, naturally they get curious about the products and services you are offering. As it so often happens on every shop in the street that people want to know details about something they like, so they ask the shopkeeper and immediately get replied. Similarly, with live chat support you can answer the queries in the minds of your customers regarding price, quality, warranty or shipment, as and when they take place. This immediate little reaction helps the buyer decide on the spot and works wonders for the conversion rate on your website. Overall improvement in conversion rate is one thing but quick conversion is the real trick of live chat which turbo boosts your business by increasing sales volume.

Zero response time is the beauty of live chat support which is essential to make new customers but more importantly, it allows you to retain them too. Customer care and feedback is another key element of live chat which ensures quality after sale services at all hours of the day and every day in the year. In some cases, when people don’t get satisfied with your goods and services, they are not going to be happy about that and they have a lot to ask then and there. A delayed solution to their problems will only add fuel to the fire and will leave a negative impression but with live chat support you are with them at that very moment to resolve the issue. Such efficiency with responsibility immensely impresses the buyers and is the hallmark of every successful business.

Being an ecommerce entrepreneur, you must realize that people don’t have time to waste and they want quick solution to whatever they are looking for, so you better equip your business with live chat support to provide instant answers.

Importance Of Online Customer Service (Chat & Email Support)

Online customer service has become an essential factor in the growth of any business. Global competition is fierce and service providers are trying their best to improve customer loyalty. It is extremely important to keep customers happy and satisfied. This can be possible only by providing top quality services to customers. If they are not happy with the performances and deliveries of the service providers then this will not only stop the growth of the business but can also terminate the business completely. Companies who look deeply into the details of customer service will prove to be most successful in winning customers and increasing their own productivity.

It is important to think proactively about customer service. Service providers sometimes fail in their efforts to execute strategies that help build an effective online customer relationship. A successful online customer relationship can be developed by incorporating certain tools like often used shipping addresses, billing information, and services such as the ability to access gift registration and product availability.

Interactive online live chats, email support are 2 important, popular and emerging ways to provide effective services to customers leading to potential growth of the business.

Live Chat and Email support:

Live chatand email support are the two most effective and efficient ways to provide customer support/services. Customers have always preferred these two to other modes. These two methods are drastically different form each other. Live chat is providing instant answers and professional services on various products customers inquire about. Email support is a method of clearing customer queries through electronic mail service. This involves tracking big volumes of email, analyzing them thoroughly and replying with required solutions. In any case it is important to clear customer queries with right solutions and treat them with utmost respect.

Providing customer services in both cases of live chat and email support is not an easy task. Representatives must be well trained on products and operational functions. The service quality and teams should be intact.

Top strategies to provide effective customer services:

Never use tricks: Treating customers with respect should be considered the biggest priority. Never lie, breach or use any rude tactics.
First impression matters: This sets the mood for further business development. When you receive a customer online, make sure you respond quickly. If it is through email, and you need some time to analyze the request, then send confirmation saying you have received the request and will answer soon.
Be warm: Let it not be limited only to their queries and your solutions. Get more personal. Try discussing various topics like weather and world affairs. Its time you get friendly with your customers.
Get them involved: Take one step further to get more personal with them. After you are done with your services, ask them politely to write testimonials for you. A few words on your services towards them and your company will help build an interactive time.

Why Selection of Call Center Outsourcing Company Is Critical?

If you thought venturing into a partnership with a call center outsourcing company is just an option, then think again. Even the biggest businesses resort to call center outsourcing to lower expenses and drive their business forward. Without outsourcing, you would have to perform hassle-filled call center tasks all by yourself along with managing the additional infrastructure that you have created. You might also end up reducing your focus on what wins you the bread and butter as the peripheral requirements for call center grow.

Call Center Outsourcing Alone is not Enough

Maybe 5 years ago, you could have solely relied on an inbound/outbound call center outsourcing company for achieving business success. Not anymore though. You require a vast array of services that complement your call center process e.g. chat and email support outsourcing services. Below are some reasons why call center outsourcing alone is not enough:

Millennials want to be gratified, and want to get their work done faster

Quick gratification is the name of the game if you want to attract millennials towards your product/services. You need to be fast in delivering your products, and even faster in picking up the phone when they make a call. But the problem with voice-based call centers is long queues and waiting times that callers have to endure. These queues can drive away millennials towards another brand. So, employ chat support and email support services along with social media services for getting the best results out of your call center outsourcing campaign.

Social media has become popular amongst modern customers

Customers often use social media platforms for venting out their frustration and sometimes write glowing reviews about product/services they have used. So, your presence on social media becomes extremely crucial. When you have a good presence, you are able to instantly achieve your desired customer-specific goals. In cases, when there is a negative rumor floating about your brand, your social media team can come into the picture and fix the situation before it becomes bad.

The above-mentioned scenarios are very much real in the world of modern-day business operations. If you truly want to innovate and reach the next level, it is important that you select a call center outsourcing company that can help you with these tasks.

Choosing a Versatile Call Center Outsourcing Company

Call centers of today are not merely call centers in the truest sense of the word. They perform a range of activities, including the ones mentioned above in the previous segment. If you truly want to exploit a call center outsourcing venture to its maximum, then you should look for flexibility and versatility. The selection of the vendor is critical, so look for the following traits in your next call center outsourcing company.

Contact center functionality

A call center that provides omnichannel support is the need of the hour. Don’t look for separate voice support, chat support and email support outsourcing. Instead, look for someone with experience and wherewithal in all the domains.

Scalability

The scope of a call center operation can increase or decrease in scale at any time. To match up to unknown requirements, you need a call center outsourcing company that can assign the right number of agents to your process. This is extremely critical because: too many employees and too little work will hurt you financially, and fewer employees than what is required will cause a high call abandonment rate. If you have just the right number of employees, then you would be able to maximize your profits.

At Vcare, we have all the right resources to match up to your every requirement. We are an omnichannel call center company that has skills, expertise and experience in nearly every facet of customer support.

 

 

 

 

 

How to Prevent Cart Abandonment Immediately by Outsourcing Chat Support Services?

There is no denying the fact that ecommerce is the future of retail businesses. Ecommerce websites provide a win-win situation for both customers and sellers by cutting out middlemen from the supply chain. However, if we consider its evolution in the last few years, it is still in its earlier stages. And, there are many challenges that need to be overcome by entrepreneurs before it can reach its full potential. One of the biggest obstacles that lie in the path of ecommerce business is cart abandonment. Over the years, it has been seen that many customers abandon shopping carts because they are unable to find relevant information about the product they have selected. Outsourcing chat support services provides an easy way to prevent this from happening.

Important Role of Live Chat Support Services in Businesses

Live chat support services have become the lifeline of many business operations. Initially, live chat support was used to complement voice-based customer care processes. But, nowadays, it has found its own special place in customer-facing business processes. To understand the role of live chat, it is very important to comprehend how it works.

Live chat support option is integrated into webpages, so that it is easily accessible to customers. While shopping, customers sometimes find themselves in situations where there are unsure about certain features of a product. When this happen, there can be 3 outcomes:

1. Customer looks up the information in FAQs or other 3^rd party resources, finds the relevant information and makes the order from your website
2. While looking for information, customer lands up on the webpage of your competitor and makes the purchase from there
3. Customer does not find the information, abandons the cart and does not make any order

The first situation is not very common. Mostly, when customers leave your website, they never come back. This is where live chat can help.

• Live chat agents can proactively engage the customer before they abandon the cart and answer all their queries
• In case, a purchase has been made but the customer is unable to use the product for some reasons, then live chat can provide a quick fix to the issue
• It provides an alternative mode of contacting support, which is considerably less time consuming than voice-based support

Why Outsourcing Chat Support Services Work Best?

If you are planning to run an in-house operation for live chat, then you need to be completely dedicated to it. Anything less than complete devotion would mean a complete failure of live chat process. In today’s time, you require an AI-powered live chat software tool that comes with complete analytics. Also, you need additional real-estate to accommodate chat support team, new recruitments, infrastructure, facilities and an experienced management. Acquiring all these resources can take your focus away from your primary tasks. Moreover, you can’t expect instant result from a new in-house operation.

On the other hand, outsourcing chat support services can become a huge asset from the very beginning. Below are some reasons why:

• Access to all the required resources without any capital investment
• Acquisition of talented workforce with relevant experience in the domain
• A battle-hardened management with time-tested strategies to overcome any difficult situation
• Shared responsibility with a partner releases the load on your shoulders

Conclusion

Not so long ago, inbound call center outsourcing was the only option available for companies to support their customers. But, as times have changed, the importance of live chat has grown. There is an exigent need to use chat support for preventing profit killers like cart abandonment. When compared with in-house chat support, outsourcing chat support services provides a better option for both budding and established business operations.

At Vcallglobal, we excel at both live chat and inbound call center outsourcing services. We operate 24x7x365 and always do our very best for our clients and their customers.