![\"The](\"https:\/\/am2pmsupport.com\/wp-content\/uploads\/2022\/12\/The-average-response-time-for-each-customer-service-channel.-Source-SuperOffice-1024x496.png\")
That\u2019s why it\u2019s crucial to make your customer services agile and accessible. And what\u2019s better than introducing live chat for this!<\/p>\n\n\n\n
In this article, we\u2019ll see how to outsource the live chat processes from scratch and whether it\u2019s sustainable compared to an in-house live chat team.<\/p>\n\n\n\n
Why is live chat important for your business?<\/h2>\n\n\n\n
There are a lot of benefits of having a fast communication channel for your business. Some of the major ones are:<\/p>\n\n\n\n
Better conversion opportunities <\/h3>\n\n\n\n
When a visitor scrolls through the plans on the website and comes across a doubt, they might not call you up. Chances are they\u2019ll simply move on to another brand. That\u2019s why it\u2019s essential to have a live chat to prompt the customer in the right direction of the buying journey in real time. Although this process is virtual, it’s quite similar to guiding your customers in a personalized manner by a live sales expert from your sales support outsourcing partner<\/a>.<\/p>\n\n\n\n Customers appreciate nothing more than the help received at the right time. Using live chat, you can provide the needed hand-holding and improve the overall customer experience<\/a>.<\/p>\n\n\n\n Your team can manage only one email or one call at a time. With emails, they can juggle multiple customers at a time. It not only leads to happier customers, but your team can also breathe while managing more queries.<\/p>\n\n\n\n Over 54%<\/a> of the customers have more expectations from support services than they did the last year. It means that how a company serves its customers will act as a deciding factor when customers compare the options in the market. <\/p>\n\n\n\n Live chat is a communication channel that\u2019s quickly gaining popularity among customers. The reason is simple, it\u2019s fast and allows real-time interactions.<\/p>\n\n\n\n Customers don\u2019t want to refresh their inbox hoping for a revert or press multiple numbers to connect to the required team. They want their problems resolved instantly without the long haul.<\/p>\n\n\n\n Considering this, businesses have started using the live chat option on their website and product. It\u2019s usually in the bottom right corner from where customers can initiate the conversation, and in the backend, live agents revert to those queries.<\/p>\n\n\n\n Since customers can visit your product or website across the globe, you must have a dedicated team set up to answer their queries 24\/7.<\/p>\n\n\n\n It’s called live chat outsourcing when you hire a third-party vendor to handle your 24\/7 live chat process.<\/p>\n\n\n\n Setting up a new live chat process is no easy feat.<\/p>\n\n\n\n Outsourcing takes off a significant load from your shoulders. All you have to decide is when you want to get started, and the outsourced agency will take up the rest of the mico-management.<\/p>\n\n\n\n Right from developing a strategy to setting up the team and infrastructure, the outsourced company takes care of the whole implementation process for you. It can save you a chunk of time and effort. It\u2019s especially crucial when you want to up your service game before your customers start looking for an alternative.<\/p>\n\n\n\n Apart from it, outsourcing also ensures that regular system and process improvements are made without affecting your services.<\/p>\n\n\n\n Every business wants top talent to work for them, but how does one find and retain them?<\/p>\n\n\n\n It\u2019s a pressing problem forcing businesses to spend a generous amount of money on hiring and training.<\/p>\n\n\n\n When you outsource the live chat process, you get an already trained team who knows about the ins and outs of the live chat system and are well-versed with the industry best practices. <\/p>\n\n\n\n They know when to initiate the conversation and which direction they should steer it to tap the maximum potential.<\/p>\n\n\n\n Irrespective of how stiff the competition is, nobody can replace you if you have happy customers.<\/p>\n\n\n\n And it\u2019s even more relevant for outsourcing agencies because they have to show these results with your customers.<\/p>\n\n\n\n That\u2019s why they use 24\/7 available, rigorously trained teams to work with a customer-centric mindset.<\/p>\n\n\n\n With outsourcing live chat, you can expect a dedicated team to answer your customers round the clock effectively.<\/p>\n\n\n\n And since live chat requires someone skilled and quick on their feet to resolve the issues, it makes perfect sense to outsource the process.<\/p>\n\n\n\n If your live chat process is robust, then your team doesn\u2019t have to struggle as much with calls and emails. <\/p>\n\n\n\n It allows them to focus more on their core tasks and leave the live chat to the outsourced team, which is an expert at it. <\/p>\n\n\n\n Outsourcing live chat allows you to provide better customer satisfaction while ensuring more productivity among your team. <\/p>\n\n\n\n Outsourcing involves a one-time investment, but it\u2019s much less than what you will have to spend on hiring and training an in-house team. <\/p>\n\n\n\n Since outsourcing live chat doesn\u2019t require any infrastructure or equipment set up at your end, you can use it to scale your business at a cheaper cost.<\/p>\n\n\n\n You can add or remove the live chat agents depending on the message volume you\u2019re getting from the customers.<\/p>\n\n\n\n Choosing an outsourcing company<\/a> is a significant decision, one that involves an investment of money and time. So, you can\u2019t take any shortcuts here.<\/p>\n\n\n\n You need to conduct thorough research of the available options and then conclude.<\/p>\n\n\n\n Look out for a trusted company with a success record and then understand how they can deliver the results for you.<\/p>\n\n\n\n Trusting an outsourced team with your customers can be a risk if you haven\u2019t thought through your decision.<\/p>\n\n\n\n If the outsourced team isn\u2019t trained well, it can create a brand disconnection and leave a wrong impression on your customers.<\/p>\n\n\n\n Data confidentiality is an apparent concern when you engage with a third-party vendor.<\/p>\n\n\n\n Often companies fear the misuse of their data, due to which they turn down the opportunity to outsource.<\/p>\n\n\n\n So, if you think you don\u2019t need to outsource someone just to chat with your customers and your in-house team seems to be doing well, this section is for you. <\/p>\n\n\n\n Here are some bright red flags you need to watch out for before making up your mind about outsourcing.<\/p>\n\n\n\n If your team isn\u2019t satisfied with their daily work, there is something wrong that needs your immediate attention.<\/p>\n\n\n\n When your team struggles to manage all customer communication channels themselves, it can get overwhelming and frustrating with time. Unfortunately, it leads to burnout and fatigue. <\/p>\n\n\n\n Therefore, it\u2019s crucial to balance the work by adopting cost-effective solutions like outsourcing. It allows your team to breathe and work on other creative tasks boosting their productivity. <\/p>\n\n\n\n Escalations are the first sign of an unhappy customer. <\/p>\n\n\n\n If your services fail to resolve customer queries or issues in time, it can lead to frequent escalations and impact the customer relationship beyond repair. Therefore, implementing an active live chat system is essential to serve customers better. <\/p>\n\n\n\n If you observe low returns compared to your investment, the chances are that your investments aren\u2019t doing anything for your customers, who are the primary source of recurring revenue.<\/p>\n\n\n\n Investing in promising technology like live chat works well when combined with an expert team. It can promise higher returns from the get-go.<\/p>\n\n\n\n Considering all the pros and cons of customer service outsourcing<\/a> and seeing the pain points it takes away from your business, it\u2019s a no-brainer to have outsourcing for great customer service and support. <\/p>\n\n\n\n The cost of outsourcing live chat can depend on several factors like:<\/p>\n\n\n\n There are outsourcing companies that offer plans based on the above factors and usually provide the flexibility to customize one for yourself.<\/p>\n\n\n\n Now, it\u2019s the most important question that can decide the future course of your operations. How do you decide which company to trust with such a big responsibility?<\/p>\n\n\n\n It\u2019s necessary to make a data-driven decision for a long-term and smooth partnership. Understand how the company has helped its existing clients provide better customer services. Analyze the metrics like customer satisfaction (CSAT) for this. Read the online reviews to get an understanding of their current market position and experience in outsourcing.<\/p>\n\n\n\n Learn how many agents they have in their group and what skills they possess. Get insights on their hiring process and metrics they use to call an agent qualified.<\/p>\n\n\n\n It can be a make-or-break criterion for many businesses. But, instead of just viewing the plans, co-relate the price with the value they promise to bring to your processes.<\/p>\n\n\n\n It requires an extensive discussion with the outsourcing partner to inform them about your requirements and understand how they can help you. See how quickly they can get started and onboard agents for your processes. Also, learn more about their reporting and analytics feature because it will come in handy for you to judge their performance in the future.<\/p>\n\n\n\n The competition is fierce, and the customers are impatient. You can\u2019t take chances with your customer services if you want sustainable business growth. <\/p>\n\n\n\n Therefore, you must invest in empowering your customers with solutions and meaningful conversations without emptying your pockets, and outsourcing live chat is a perfect way to do so.<\/p>\n\n\n\nImproved customer satisfaction<\/h3>\n\n\n\n
![\"Various](\"https:\/\/am2pmsupport.com\/wp-content\/uploads\/2022\/12\/Various-reasons-why-customers-prefer-to-reach-out-via-the-live-chat-channel.-Source-99Firms.png\")
More team productivity<\/h3>\n\n\n\n
Edge over the competitor<\/h3>\n\n\n\n
What is live chat outsourcing?<\/h2>\n\n\n\n
![\"Hubspot\u2019s](\"https:\/\/am2pmsupport.com\/wp-content\/uploads\/2022\/12\/Hubspots-live-chat-option-for-visitor-assistance.-Source-HubSpot-1024x593.png\")
What are the pros of outsourcing live chat?<\/h2>\n\n\n\n
Quick & hassle-free Implementation<\/h3>\n\n\n\n
Industry experts generating more revenue<\/h3>\n\n\n\n
Customer-oriented services<\/h3>\n\n\n\n
Better overall productivity <\/h3>\n\n\n\n
Affordable scalability<\/h3>\n\n\n\n
![\"Stats](\"https:\/\/am2pmsupport.com\/wp-content\/uploads\/2022\/12\/Stats-in-favor-of-how-live-chat-helps-the-businesses-and-the-customers.-Source-Tidio-1024x847.png\")
What are the cons of outsourcing live chat?<\/h2>\n\n\n\n
No room for hasty decisions<\/h3>\n\n\n\n
Maintaining brand identity<\/h3>\n\n\n\n
Data security<\/h3>\n\n\n\n
When should you consider outsourcing live chat? <\/h2>\n\n\n\n
A burned-out team<\/h3>\n\n\n\n
Customer escalations <\/h3>\n\n\n\n
High resource management cost<\/h3>\n\n\n\n
Cost of live chat outsourcing <\/h2>\n\n\n\n
\n
![\"Objectives](\"https:\/\/am2pmsupport.com\/wp-content\/uploads\/2022\/12\/Objectives-of-businesses-while-outsourcing-services.-Source-InfoQ.png\")
How to choose a live chat outsourcing company?<\/h2>\n\n\n\n
Market reputation<\/h3>\n\n\n\n
Team<\/h3>\n\n\n\n
Budget<\/h3>\n\n\n\n
Scope of work<\/h3>\n\n\n\n
Go on: implement live chat outsourcing for your business<\/h2>\n\n\n\n