Excellent customer service is essential to running your business and keeping the sales coming in. It makes the customers feel special and valued and encourages them to stay with your brand for the long haul. Your salespeople on the floor do their share of making them happy and engaged. However, there is one other more consistent, more effective, and cost-effective way of strengthening those customer bonds. Chat support outsourcing is an investment in excellent customer service.
Live chat outsourcing what?
Live chat outsourcing means that you, the business owner, let a third party vendor such as a managed outsourcing company overlook the live chat agents who deal with your customers every single day. That immediately removes the pressure off you. You will always be informed as to what’s happening in the chat sessions and how the customer responds to their interaction with your brand representatives.
A good live chat agent can connect the customer’s needs and what your brand offers.
But one advantage of chat support outsourcing is that you don’t have to be actively involved with what’s happening during the live chats. Instead, you will have the time and energy to focus on your core business and build it up.
Remote Project Management
In companies like HOPLA, chat support outsourcing succeeds because there is a project manager who supervises the team of live chat operators. They monitor staff performance. More than that, they take note of how the customers’ interaction with this team affects your sales. They keep track of the impact that the conversations between the agents and the customers have on your business.
A project manager keeps track of the impact that the conversations between the agents and the customers have on your business.
Some questions you may have in mind are…
- Does the chat support outsourcing services help boost sales?
- Do they persuade the customer, who is on the fence, to buy the product?
- Can they win back brand loyalty even though the customer was angry at the start of the call?
- At the end of the call, is the customer a happy and engaged one who will stick with your brand?
Those are the questions that the project manager will continue to ask. Every time he has the answers, he will report them to you. Done regularly over a specific frame of time, those reports, in turn, will show patterns and trends in your business that you should take notice of. Especially when it deals with what your market thinks about your brand, how they feel about it, how they react to your message, and how long (or briefly) they will stay with you.
Chat Support Outsourcing: Market Research in Disguise
Another advantage of acquiring chat support outsourcing is you get to feel the pulse of your market and use that information to adapt accordingly. The live chat agents draw out important information from your customer that he might not share with anyone else.
This kind of sharing goes beyond feedback for a product or even your brand. A smart and empathetic live chat agent would be able to understand your customer’s most cherished dreams and his unshakeable goals. He would be able to connect the customer’s needs and what your brand offers.
Chat support outsourcing can create a strong, lifelong bond between you and your customers.
This kind of ongoing conversation is profound market research that can help you make decisions. It will help shape your next marketing campaign to make it more attractive to your market. Further, it will assist in the development of your product to make it more relevant to your customer. Not to mention that it can point out other markets that you have not explored. If done the correct way, chat outsourcing can become your unofficial, but no less effective, research arm.
Chat support outsourcing can create a strong, lifelong bond between you and your customers. Once that bond is established, they will be hard-pressed to bring their business elsewhere. That’s why when you outsource chat support, ultimately, you make a worthy investment in excellent customer service. If you want to know it will work for your business, call us now.