Live chat support combines real-time discussion with the ability to send links, gather information, and save a full transcript for later use, making it the ideal online service solution for a customer who needs help right away.
Starting with live chat support is simple, but making it a sustainable, practical part of your customer service strategy requires careful consideration and effort.
Continue reading to discover why live chat support is essential, how to incorporate it into your support strategy, and which is better: Is it better to have in-house or outsourced live chat?
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What exactly is Live Chat Support?
Customers can have real-time back-and-forth conversations with support agents via live chat support. Customers can send questions to someone who can quickly respond to them in the same small window using live chat software embedded in a company’s website.
Live chat software is also used for purposes other than support, such as enabling sales conversations.
However, customer support-focused live chat software may include additional features like deep integration with knowledge bases and shared inbox tools.
The Advantages of Using Live Chat on Your Website
Live chat isn’t just another way to communicate. It’s not just about providing the tool that your consumers want. It’s also about you and the positive influence of live chat on your company.
There are numerous advantages to using live chat software.
Live chat as a customer service channel
Why should you provide your consumers with live chat support? It’s popular with customers.
According to studies, many customers prefer live chat, which has the most outstanding customer satisfaction rating of any help channel.
Examining the primary advantages of live chat support helps you determine whether it is the best option for your company.
The availability of live chat help is excellent.
Live chat software can be smoothly integrated into your consumers’ workflow through a regularly available button or link on your website or in your app.
Your customers won’t have to hunt for a particular contact page or email address because they already know where to go for help.
Because of this accessibility, client effort decreases, which is integral to developing customer loyalty.
The context provided by live chat help is quite helpful.
If live chat is integrated into their workflow, it will be easier for customers to communicate the hurdles they have encountered and what they require.
Good live chat software will tell the agent where the customer is in the process and what they did before asking for assistance. This gives both parties a good start in figuring out the problem and finding a solution.
Live chat assistance is available when you need it.
Customers who receive a great response to their email inquiry in an hour or two may be delighted with your service. Still, a customer who gets the same answer in real-time via a live chat will frequently be considerably happier because they can return to work immediately.
If a consumer considers making a purchase, renewing their account, or requesting a refund, a timely response can make a significant financial difference to your business.
Conversational live chat help is available.
Many people express themselves in chat conversations rather than in more formal writing. Practical email help necessitates the client precisely describing their problem and providing all essential facts, duties that customers are not always adept at.
Live chat breaks down those interactions into smaller chunks, allowing a support agent to guide a customer through the process by asking the right questions in the proper order. What could be a days-long, back-and-forth email exchange could be reduced to a 10-minute chat.
Of course, you can’t just turn on live chat and expect the rewards to start rolling in right once. Implementing live chat assistance necessitates some forethought and design.
Which is Better: In-house vs. outsourced customer service
Live chat is currently one of the most popular and cost-effective customer care methods. Human resources are still required to deliver personable, timely, and accurate customer support. It’s also critical to consider outsourcing a live chat service to ensure success appropriately.
Read More: What is Customer Service in BPO?
Why and when do you require an in-house customer service team?
An in-house customer support team is a wise choice to explore when establishing your customer service department.
The term “in-house” refers to the fact that the support agents will be based in the same building as you, giving you more control over their performance. But what is it about internal teams that makes them so appealing?
Let’s quickly go over their advantages and disadvantages.
Pros and Cons of In-house Live Chat
Pros:
- Outstanding product knowledge. Agents are significantly more knowledgeable about these subtleties because in-house teams are frequently placed in the “heart” of product development.
- More immediate feedback. Because of your team’s handy location, you will receive all consumer feedback instantly.
- You’ll have more control over how your consumers and support personnel communicate.
Cons:
- The cost. Having an in-house team can be costly since you will be responsible for office rent and many other expenses, including taxes.
- You’ll need more agents to provide 24/7 service, and some of them will have to work night shifts (which brings us back to the cost-effectiveness matter).
Having an in-house customer support team is also a good option when releasing a unique product that may require special attention.
Your second alternative is to outsource your customer service crew.
Although having an in-house customer service team sounds appealing and convenient for a business, an increasing number of companies are opting for outsourcing these days.
In the IT industry, “outsourcing” refers to the practice of entrusting specific work to an outside contractor (a corporation or a freelancer) who is usually more cost-effective and has more experience with the task at hand.
You complete the job while freeing up time for other pressing matters in this manner. Not to mention that outsourcing allows you to hire experts from all over the world, which can save you much money.
So, how can an outsourced solution benefit your business? That entirely depends on the type of goods or services you offer.
Customer service departments are frequently outsourced by companies that manufacture consumer goods. In contrast, many SaaS, Software, Fintech, Gaming, and other IT companies choose to keep it in-house. Why?
Let’s take a closer look at the advantages and disadvantages of outsourcing customer service personnel.
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Pros and Cons of Outsourcing Live Chat
Pros:
- It’s a budget-friendly option. When it comes to outsourcing, one can choose from hundreds of possibilities worldwide, allowing them to choose the perfect answer for their needs.
- Faster job placement. If you opt for an in-house service team, you’ll have to deal with any paperwork and an onboarding procedure. You may avoid this with outsourced customer care and get right to the point.
- It’s a lot easier to replace. You may find yourself in a scenario where you need to reduce or increase your staff for various reasons. You will not lose resources due to such decisions if you outsource it because all team members are usually easy to replace.
Cons:
- Communication may be challenging. Because your outsourced customer service personnel could be based anywhere in the world, there may be some language and cultural hurdles.
- There are security risks. Data security breaches may occur when a face-to-face conversation is supplanted by online communication. Of course, it is highly dependent on your contractor, so be cautious when selecting an outsourcing firm. Providers must invest in their cybersecurity and do annual audits.
Takeaway
High-quality service goes beyond simply providing accurate information to recognizing and assisting customers in achieving their goals.
Live chat support can speed up this process by allowing for a more natural conversational style. A knowledgeable support agent can ask the right questions at the right time to get customers to where they need to go quickly.
Both in-house and outsourced solutions have benefits and drawbacks. Instead of comparing them, focus on your project’s requirements, budget, and product type. These factors will ultimately influence your choice of a customer service representative team.
