5 Reasons you should consider Live Chat Outsourcing

5 reasons you should consider Live chat Outsourcing in your Customer Service Outsourcing Strategy

Live chat is one of the fastest channel of the online contact, but many businesses still fail to utilise its benefits. In this article we will present key benefits for utilising Live Chat in your Customer Service / Contact channels

CSR Utilisation Efficiency:

Live Chat enables Customer Service Representatives to chat with multiple customers at the same time.

This is a key advantage of live chat over other Customer Service channels, where a single Customer Service Representative can talk and support several customers.

Thanks to this feature, customers don’t have to wait in the calling queue. This leads to improving the KPI for the contact centres including first response time.

Not only that, it enables businesses considering outsourcing their Customer Service/Contact Centre to reduce the number of CSRs given the multi-tasking features live chat is providing.

Instant Access to Customer Service: How many times were you browsing a website (e-commerce for example) and needed some help but did not feel like calling? Whether you have some background noise you can’t make the call or your phone is not handy. This is where Live Chat makes it all simple to access Customer Support and get your questions answered promptly.

Accent barrier: “HOW DO ACCENTS IMPACT CUSTOMER SERVICE?”

Many businesses ask this question when they start considering outsourcing their Customer Service offshore.

Dr Sally Rao Hill, from the University’s Business School, conducted the first research of its kind into foreign accents and customer service, with the findings published in the European Journal of Marketing.

The research I conducted revealed that hearing a service employee with a foreign accent has no effect on the customer’s emotions or the customer’s judgements of the service employee’s credibility. However, when the service employee is incompetent or the customer is in a negative state (for example calling up to make a complaint), a foreign accent appears to exacerbate the situation.

“When a customer is confronted with an incompetent service employee with a foreign accent, negative emotions like fear and sadness are increased, while when the service employee has an Australian accent, there is no significant effect on the customer’s emotions.

“This suggests that customers may be fearful of not having the problem resolved when they encounter a service employee with a foreign accent,” she says.

Using an off-shore customer service department can save a company a lot of money but according to Dr Rao Hill, it’s important that companies and managers know how this can impact customer experiences.

“Service managers need to be aware that accents will exacerbate perception of already difficult service situations,” Dr Rao Hill says.

With this in mind, many businesses when they decide the outsource their Customer Service or Contact/Call Centres, they question if this can negatively impact customer experience.

But now they actually can integrate Live Chat to their traditional Customer Service channels (such as Call Centre) but Outsource the Live Chat channel to an offshore Customer Service Provider without worrying much about the accent and whether it would impact Customer Experience.

Personalised service:

A well designed Live Chat plugin will provide the Customer Service Representative with a valuable information such as pages visited, previous chats, previous purchases( if applicable). This enables the CSR to provide a personalised help and significantly improving Customer Experience

CRM Integrations:

Many Live Chant solutions support seamless integration with various CRM products. Such integration enables you to gather customer information and track the impact of chats to your sales and learn more about your customers using analytics tools.

* Original Source: https://www.adelaide.edu.au/news/news77105.html

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