Whether you are a beginner in the ecommerce business or a seasoned veteran, you will always need to provide excellent customer service. When it comes to providing additional customer assistance via live chat, the major question that comes up is whether to outsource chat support or recruit in-house specialists. However, every business operates on the premise of earning more than it spends, and live chat is one of the best venues for customer service. It is the interface that links individuals and businesses and is quickly becoming the most popular channel among customers.
If your company’s objective is to save money, live chat is without a doubt the most cost-effective and customer-friendly approach to reach out to your target market.
Let us see the factors that determine that why outsourcing live chat is less expensive:
Infrastructural expenses
You do not have to factor in costs for workspace, internet, buying the best chat software, hiring operating managers, a team of chat agents, and maintenance and quality check team when you outsource live chat operators from a reputable outsourcing company. You can rest sure that the professionals will handle any inquiries on your website, and all you have to do is sit back and wait for leads to pour in.
Training costs
Save your training and coaching expenses if you outsource chat support which is another case that would cost you more to regularly update your team for increased productivity and meet the quality standards. Service providers conduct training of their chat agents on their own, and in return, you would only get productive results.
Recruitment expenses
The expense of advertising, logistics, and the time and effort required to conduct interviews are all factors in forming an in-house team. In addition, paid leaves, maternity leaves, and sick leaves contribute to your company’s expenses. However, when you outsource live chat operators from an outsourcing business, instead of spending money on recruiting new team members, you will only be charged for the job done and not for the costs of acquiring them.
Apart from saving expenses, outsourcing live chat support will help you increase your business productivity and boost your profits.
You would get 24/7 chat support from outsourced live chat agents whereas, the in-house team will only work in their 9-5 job time. It means your website would get uninterrupted customer support without any tea breaks or weekly offs. Customers would get all due attention and your consumer support quality will remain consistent.
When you outsource chat support, you would not only get 24/7 support but also flexibility in extending consumer support during business growth. The live chat agents in outsourcing companies are equipped and trained to handle 3 consumer chats at a time and are backed by quality control managers to keep track of their performance for the betterment of their services in the future.
When you deal with an outsourced partner, you can rest assured that customer happiness is the only metric that matters, and for that quality, checks are carried out to generate leads and improving customer service – without prejudice.
Final thought.
Aside from offering customer support, having a live chat function on your website or online business has further benefits. However, you cannot overlook the costs of putting it on your website. Whether you want to outsource it or engage a whole team by going through a lengthy recruiting procedure is entirely up to you. Online companies face new problems, and offering continuous customer assistance is equally important for the smooth operation of the business. On the other hand, when you outsource live chat operators from reputable service providers, they are responsible for getting the most out of this platform.
