Why is it necessary for businesses to outsource live chat support?

Why is it necessary for businesses to outsource live chat support?

Customers are always looking for quick solutions. According to a survey, 66 percent of people believe that the most important thing a brand can do for them is value their time. Indeed, speed is a critical factor in providing effective customer service. It is critical to respond quickly to all customer inquiries, even if all you have to say is that you are looking into the problem and will get back to them as soon as possible. Customers will understand that you are always available to help them with any problems if you respond quickly.

Furthermore, studies show that customers are more likely to trust a brand if their problems are resolved quickly and easily. Customer service chat is the most dynamic option for providing a quick response time to your customers across all support channels.

What is live chat support?

Live chat support is a type of online customer service that allows customers to communicate with support agents in real time. It is an open invitation for people who visit your website to interact with your company. Rather than speaking with a representative over the phone, Live Chat creates a live interaction between a customer and a brand representative via a chat box within a browser. Customers can use this tool to connect with your company for any reason, whether they need product information, a solution to a problem, navigating directions, or information about available customer-related policies.

You can answer questions in real time with live chat, providing customers with the immediate response they require. Live chat support provides your customers with a much faster response than other standard support channels, such as email, where a response can take up to a day. As a result, customer support chat has a 73 percent satisfaction rate, whereas email and social media only have a 63 percent satisfaction rate. Not only does your customer satisfaction improve, but so does your customer retention. Over 65 percent of consumers said they would consider returning to a website that offers live chat.

Live chat support is the best customer service channel for multi-taskers like parents, college students, or secretaries. It takes the qualities that customers enjoy from email support, such as clear, complete information and professional tones, and builds on the expectation that customers will receive an answer quickly.

What is the significance of live chat support? Should we outsource live chat support as well?

Customer support chat is now so preferred and widely used that it has become one of the primary support methods for many businesses. Here are some of the benefits of using Live Chat as a support channel.

Time-saving for customers

Now the days everyone is multitasking. This is why customers prefer to contact support via Live Chat because it allows them to do other things while they wait for a response. Indeed, over 51% of customers prefer chat support for this reason. Customers can continue doing other things even if they have to wait for a while. Live Chat instantly connects customers with an agent without requiring them to dial a complicated number before speaking with the agent. Customers can also use Live Chat to get immediate answers to purchase-related questions. It is highly valued by customers that the ability to speak with a representative when making an online purchase as one of the best features of a website.

Cost-saving for business

A one-on-one interaction between a customer and an agent is not always required for Live Chat. Real-time customer support chat implies that a representative will handle multiple conversations at the same time. As a result, there is no need to hire additional agents. Because customers receive tailored advice based on their specific needs, you can cut costs such as product return expenses. Live Chat is also more efficient than call centres because it lowers overall help desk centre costs by reducing waiting queue time.

Get competitive advantage

It's always important to stand out from the crowd. Nowadays, no matter what industry you operate in, your list of competitors is continually growing. Not only small and medium-sized enterprises have realised the value of customer support chat, but large organisations have as well, and are using it to stay ahead of the competition.

Increase sales

Online shopping is becoming increasingly popular. People require customer support to assist them in various stages of purchasing something without any face-to-face interaction with the product or a sales assistant. When making online purchases, up to 85% of consumers require brand support. Customers gain confidence when they can speak with a representative at any time. They even tend to spend more on the agent's influence, which can result in a positive experience. As a result, having your support team properly trained is the key to success with customer support chat. It means giving them in-depth knowledge of your products, giving them the confidence to make the best recommendations to customers.

Develop long-term relationships

Maintaining a long-term relationship with your consumers is critical to your company's long-term viability. Not only will they be less inclined to switch once they are satisfied, but loyal consumers are also less price sensitive. Furthermore, clients are more willing to spend a higher price if they receive excellent customer service. Live Chat is an excellent tool for establishing a personal connection with your customers. You can listen and build a bond with this channel, which may lead to loyalty.

How can live chat support outsourced agents help customers?

Agents who specialise in connecting with clients via live chat channels are known as live chat agents. Because they deal directly with consumer concerns, each support person serves as an ambassador for the firm. As a result, developing a dynamic support team based on these fundamental competencies is required for efficient customer support chat. Live Chat has grown in importance as a means of assisting consumers, providing product advise, obtaining customer feedback, and increasing income. A skilled customer support chat is a must-have tool for ensuring your customers have the greatest possible experience. Outsourcing live chat assistance is a cost-effective way to improve your customer service process.


DoFort Technologies is an outsourcing specialist that offers high-quality customer support 24 hours a day, seven days a week. DoFort Technologies is Best BPO Service provider partner. Our trained Live Chat support agents speak multiple languages, making it easier to deal with an international customers/client. We provide support teams that can easily adapt, whether integrating into an existing team or working independently, to ensure your customers' satisfaction. For more information, please contact us at info@doforttech.com


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