Effective Strategy for Live Outsource

Chat Support

There are thousands of brands competing

with you to attract new customers. If you

want to get sales you have to deliver visitors

to your website with best in-store

experience. This is where live chat is so

important for all retail brands online. Though

there are a lot of good things said about

social media, but web chat is equally

favorable medium of communication. It can

help you provide real time, customized

solutions to the customers negating any

waiting time. Live web chat can be a good

mode to keep the customers engaged and

build rapport. These days, customer

experience is the most important thing that

all the businesses are after. If a brand can

offer good in-store services, the customers

will definitely remember it and keep coming

back for future purchases. Every happy

customer represents enhanced sales and an

opportunity for business growth.

Are you ready for Web Chat?

There are many companies that do not offer

live chat support, though they know of its

role in boosting sales. The reason many

companies refrain from web chat is that they

are not able to show any direct ROI in the

pre-deployment and post deployment stages.

This makes them question the efficiency of

web chat as a sales mode. What they do not

realize is using the web chat is not enough

there should be a well thought out strategy in

place. Companies who are looking to

strategize for their live chat engagements or

those that have been unsuccessful in their

previous tryst with live chat can improve

their online customer experience using the

below mentioned steps.

Assess Your Business Requirements

Before introducing web chat in your support

mix you should first evaluate how this

medium fits into your existing business

strategies. There should be a real purpose

behind implementing this channel. The

brands need to find answers to the following

questions:

Will it in any way reduce your customer

service costs?

Will it reduce the customer waiting times

and abandon shopping carts, thus

improving customer satisfaction?

Can sales be improved if the chat is

implemented at a specific drop out point

in the website?

Can engagement with specific customer

segments improve the number of leads?

Before any new initiative is taken the existing

channels should be assessed to understand

the possibilities with new implementation.

The live web chat should be able to optimize

your existing efforts. You should start off

with a pilot project based on meeting a single

business goal. Once it is done the chat

strategy can be scaled up to meet many goals.

Select a Worthwhile Chat Program

Once you are sure about the need of live web

chat support, the next step is to select

platform that is right for your needs. Many

chat support processes fail because the

internal failures become counter-productive

and have a negative impact on customer

satisfaction. This is why the outsource chat

support processes should ask the following

questions:

Should it be a hosted or a cloud based

program?

Should it be a reactive or proactive

platform?

Are you looking for passive assist or

active assist method to help your

customers?

Other factors to scrutinize before reaching a

final choice include: chat transcripts,

transaction history and other related metrics.

The features that customers will experience

such as typing notification, encryption, font

sizes and page pushes should be analyzed

too. The software should have Customer

Satisfaction pushing capabilities along with

reporting features.

Complement with Self Service Options

Most of the visitors to your website still like

to shop on their own. They need no

assistance from the live chat agent.

Implementation of live chat support should

not defeat the self-service facet of a website

in any way. The agent should come into the

equation only when needed. Successful users

of chat support offer chats at intelligent

points such as key acquisition, drop out and

sales trigger points. They use the chat to not

only support the customers but the sales

team too and promote cross sell and up sell.

Targeting the people comfortable with self-

service could lead to irritation, so deal with

the execution with caution. The chat

platform should be built around proper use

of business intelligence so that it works on

overcoming the limitations of a website. It

should attain objectives such as improved

sales and customer satisfaction.

Enhance Customer Experience

Live web chat is known as an informal mode

of communication, yet the customers will

have certain expectations when

communicating with the brand. This is why

the agents need to have certain skills. They

need to be experienced and empathetic. They

should also understand the right tone and

timing of words. Apart from this there is a

long list of other requirements. This is why

when you outsource chat support; it is

always a wise decision. Training the internal

team will need a lot of time and it might not

bear the fruits at the end.

Though web chat is a very effective way of

enhancing the customer’s online experience

but there should be a well thought out

strategy in place to make most of

opportunities. Careful planning and

execution will help you in attaining sales as

well as customer satisfaction.

If you want to know more about benefit of

Outsourced Contact Center, Visit

http://www.callcenterglobally.com/call-

center-outsourcing.html