Em October 5, 2016
Online customer service can suck. I mean, really suck! Like you have a problem with a product you purchased online and you need to get a refund, and you go to the website where you bought the product and you look for the contact info… and there it is, the dreaded “Contact Us” form, where you know nobody will get back to you, EVER. But what about live chat?
In the text that follows, Dave Marshall, CEO of Char Marshal (chatmarshal.com), explains not only why you should add live chat to your website, but why you should invest a little more (and it’s really only a little more, you can check out the prices for outsourced live chat here) to make sure the visitors to your site are getting the best customer service experience possible.
The internet is full of live chat tools and chatbots with amazing offers to increase conversions and make sales and reduce customer service wait times. And that’s great. Online chat is an awesome tool and you should have it anywhere on your website where your customers need to make a decision. But outsource live chat?
There’s a catch. Who’s taking these critical chats? Are they experienced? Do they have the right training? Could it be that the person you have handling these mission critical chats is actually doing more harm than good?
Training is everything for online chat and making sure that your chat agents have the tools they need to do their task is paramount. The most important part of training your live chat agents is educating them on the products and services you provide. When you outsource live chat you ensure that your agents know their scripts inside and out. They also have the appropriate scripts and documentation available when interacting with visitors and customers.
If you don’t have a well-thought-out script that you already use, look for models from agents that are achieving the best results. Star agents probably have tactics and replies they use over and over again to achieve the results that set them apart from the rest. Ask them to help you devise scripts that can help your other agents perform just as well. Using outsourced agents when you outsource live chat means you are working with professionals who have tried and tested methods to drive conversions. That means you get the best scripts, the best agents and the highest conversion rates!
Also remember that a live chat agent is in the problem solving business and ALWAYS has to type with a smile on his or her face. Your customers need to feel that they are talking to somebody who cares, and cares plenty!
Imagine you go into a store with knowledgeable staff but they are not friendly and they don’t have quite what you want. You will likely walk out and go find another store that has what you want.
Now imagine walking into a store that has knowledgeable and super-friendly staff. They don’t have exactly what you want, but the smiling staff drill down into why you want it and show you some alternatives.
Maybe you walk out of there having bought something, maybe not. But you will definitely come back. They will have branded you with a memory of a great buying experience. And that’s one more reason to go for professional outsourced chat agents. A pro has done it a thousand times and knows what to say and how to say it. And your customer or visitor leaves your site feeling that he or she is the most important person to you at that particular moment. Another reason to outsource live chat!
An important aspect of any live chat support system is how well the agent knows the system. Depending on the complexity of the live chat application and the ability of the new agent, the system may take only a day or two to master or it may take a couple of weeks. One of the advantages when you outsource live chat is that you are hiring professionals who know their system inside and out.
So think about it. It makes sense. Why delegate one of the most mission critical areas of your website to an amateur or an intern? You could hire a team of professionals with years of deal closing experience for what is oftentimes a fraction of the price. So, seriously, why?
Check out our packages. Do the math. At ChatMarshal we offer both the tool and the agent, a mission critical combo that focuses on conversions 24 hours a day, seven days a week, so you can focus on your business.
You can see the original article here: Outsource your live chat – why you should do it now!
Online customer service can suck. I mean, really suck! Like you have a problem with a product you purchased online and you need to get a refund, and you go to the website where you bought the product and you look for the contact info… and there it is, the dreaded “Contact Us” form, where […]
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