Live Chat Support
Consider outsourcing your live chat to qualified agents who can effectively communicate with your customers.
Respond faster to customer emails
Your customers deserve fast, high-quality responses through email. You can provide 24/7, multilingual email customer service by outsourcing your email support, whether you’re just starting out or scaling up. All without sacrificing quality, performance and culture.
How do customers feel about live chat?
You spent a lot of energy getting customers to your website, don’t miss their questions once they are there!
According to Comm100, who evaluated 45 million live chats across 14 industries, the average satisfaction rate for chat customer service is on the rise, with 83.1% of customers being satisfied with their live chat experience.
Customers who prefer live chat gave a myriad of reasons for why. The most popular reason (79%) is that they get answers to their questions more quickly. Customers also like that they can multitask while getting live chat support (51%). Some feel they even get better information than if they were to email.
Research done over the past few years points to chat support growing in popularity with consumers. That being said, each customer is unique. The best way to understand what channels you should offer is to ask your customers what they would prefer. Even if some of your customers don’t prefer live chat, there may be good business reasons to offer live chat and if you don’t have experience doing it in-house, outsourcing may be a great option.
The business case for live chat outsourcing
We know you’re wondering…
Every business is different, which is why Dalerio Consulting builds custom plans to deliver solutions for your unique needs at a price point that works for you.
Starting at $10 per hour for Flex Support or $1,975 per month for full-time, dedicated live chat support we have a plan for every price point.
Flex Support
If your customer support chat volume is too low to hire full-time customer service professionals to handle your live chat support, but you need to cover some weird hours, weekends, or simply want to delegate, we got you covered. Our Flex Support offering is based on hours. Learn more about i
Dedicated Teams
Build a dedicated team for your live chat support that will focus on delivering the exceptional customer experience your customers are used to. Fully integrated with your tools and communication channels, you just became a global Customer Service Director with your scaled-up team. Layer in QA, training, and management as needed.
Managed Operations
Build a highly scalable team with dedicated leadership, established SLAs, and limitless potential. Managed Operations allows you to layer in QA, training, and workforce management as needed. Build or scale your live chat support team.
Best tools for live chat outsourcing
If the helpdesk that you use has a chat feature (Zendesk, HelpScout, Gorgias) then it is probably easiest to use it as opposed to onboarding an entirely new software just for chat. Other chat tools that we’ve worked with include Olark, SnapEngage and LiveChat.
Not convinced about outsourcing your email support?
The Ultimate Guide to Quality Outsourcing
Read The Ultimate Guide to Quality Outsourcing to find out if outsourcing is right for you and everything you need to know about how to pick the right vendor.
Our live chat expertise
As an outsourcing company, we’ve managed dozens of live chat channels for companies in a range of industries. Here are some of the best practices we’ve picked up along the way:
Take a moment to greet the customer: This might seem obvious but a lot of people assume that they are speaking to a robot. By taking a minute to introduce yourself and humanize the conversation, customers will be relieved to know they are talking to a real person who can help them.
No walls of text: Chat is a less formal channel. That doesn’t mean you shouldn’t be professional but a long paragraph that would work well in an email might not translate to chat. Space concepts and ideas out into digestible chunks so you don’t overwhelm customers.
Share Knowledge Base Articles: To avoid long paragraphs of text it is often a better option to share a link to a knowledge base article.
Follow up regularly: Sometimes agents will need to look up an answer. If you do need to look up an answer while in a chat conversation be sure to continue checking in regularly or the customer might think you disappeared.
Tone: Make sure your tone matches your brand as well as where the customer is at. Some companies like to take the opportunity of this less formal channel to have more personal conversations with customers while others like to keep things very focused and professional. Spend a few minutes thinking about the experience you are trying to create for your customers.
Make sure you’ve answered all their questions: Just like other channels, it’s important to make sure you’ve thoroughly answered all the questions a customer has. Before saying goodbye be sure to check in one last time to make sure they are all set.
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