Outsourcing the live chat support on your website can be a strategic move to enhance customer service and operational efficiency.

As more businesses go online and customer expectations for quick and convenient support rise, the live chat feature has become an essential tool for growing website sales and providing post-purchase support.

Understanding the Role of Live Chat Support

Live chat offers customers immediate access to help, which is particularly attractive when they need quick responses while browsing your site. It's not surprising that effective live chat interactions can significantly boost customer satisfaction and loyalty.

Why Companies Outsource Live Chat Support

Many businesses consider outsourcing their live chat support for several reasons:

  1. Cost Savings: Outsourcing can be less expensive than maintaining an in-house team due to reduced overhead costs.
  2. 24/7 Coverage: External service providers can often deliver continuous support, covering various time zones and providing after-hours assistance.
  3. Expertise: Professional chat support agents are trained to deal with various issues and deliver quality service.
  4. Scalability: As your business grows, an outsourcing partner can adjust the level of support to match the increased volume of customer inquiries
  5. Focus on Core Competencies: Outsourcing allows businesses to concentrate on their main operations without the distraction of managing a support team.

Key Factors to Consider When Outsourcing

Before entrusting your live chat support to an external party, consider the following

  • Service Quality: Research the provider’s reputation, read client testimonials, and possibly test the service yourself.
  • Customization: The service should align with your brand identity and values. Ensure that the provider offers customization that reflects your brand's voice.
  • Integration with Your Systems: Compatibility with your current CRM software and website backend is essential for smooth operations.
  • Data Security: Confirm that the provider is compliant with data protection regulations and has robust security measures in place.
  • Cost Structure and Flexibility: Understand the pricing model, what it includes, and whether the contractual arrangements fit your business needs.

Implementing Outsourced Live Chat Support

Once the decision to outsource is made, integrating the service into your website should be conducted carefully. Monitoring performance and maintaining open communication with your provider will help continuously improve the service quality offered to your customers.

Outsourcing live chat support can transform your customer service, but it requires careful planning and consideration to ensure it complements your business strategies. By addressing the outlined factors and aligning your choice of provider with your business objectives, you can create a support system that satisfies your customers and supports your business growth.

For further insights on engaging website visitors through online chat and discussing the advantages and potential downsides, consider reading our additional resources linked above.

Making the Decision

Analyzing your current resources and needs is crucial when outsourcing live chat support. If your in-house team cannot handle the chat volume or if providing high-quality support around the clock is not feasible, outsourcing could be the right strategy for your business.

Here is the agenda for discussion for deciding whether to outsource support or provide it in-house:

  • Assessment
    • Review current workload and capacity.
    • Discuss challenges faced by the internal team.
  • Options
    • Present findings on outsourcing providers.
    • Debate the pros and cons of each option.
  • Impact
    • Analyze effects on customer satisfaction and retention.
    • Consider feedback received on current support.
  • Financial Analysis
    • Compare costs: in-house versus outsourcing.
    • Discuss budget implications.
  • Scalability
    • Assess the ability to handle fluctuations.
    • Project future growth needs.
  • Control and Oversight
    • Review the level of control with each option.
    • Address concerns about quality and brand representation.
  • Expertise
    • Evaluate skills of internal versus external teams.
    • Discuss the benefits of external expertise.
  • Cultural Considerations
    • Explore alignment with customer preferences.
    • Address language and cultural barriers.
  • Decision Criteria
    • Define key factors: customer experience, cost, and scalability.
    • Set priorities for decision-making.
  • Next Steps
    • Summarize key points.
    • Assign tasks and set a timeline.

If you decide to provide live chat support with your in-house team, we can help you with simple and efficient tools, that help companies cut up to 75% of work.

In case you are interested, book a short demo call and validate Askly for your business needs.