The popularity of managed live chat has grown immensely in recent years with the number of companies offering managed live chat on their websites increasing steadily. As technology advanced, the effectiveness of live chat improved in tandem. This has made managed live chat more accessible and cost-effective for businesses of all sizes and purposes. More and more companies have realised that working live chat in-house is too cumbersome and inefficient. As a result, rather than risk losing their customers, they outsource managed live chat benefitting both the customer and the employees.

Why Managed Live Chats?

Real-Time Support

One of the challenges with online shopping was getting real-time support for specific queries, making a purchase difficult. Live chat addresses this nicely and provides substantial benefits to the company regarding leads generated and optimum staff utilisation. It works like a call centre with all queries being addressed by a team of trained agents who understand the business and deal with all general queries and escalate anything else to the concerned people to conveniently arrange a callback. This ensures the person calling back gets all the relevant information on the issue before getting in touch with the customer.

Scaling up

Managed live chat is easy to customise for your specific requirements. Irrespective of it being a small business or a large online store, no customer will be left unattended. In a short period, you will be up and running and every customer will get to experience instant, professional customer service.

Costing

Hiring and training someone to meet the requirements of in-house live chat can get expensive, not to mention the fact that no-one wants to take calls from shift workers at 1 am. Outsourcing managed live chat works out to be much more cost-effective and is based on your needs. You can also sleep well knowing that your chat is manned 24/7. Outsourcing your live chat needs has consistently shown its ability to minimise both employee task time and loss of customers due to response lags.

Customer Satisfaction

Customers always get immediate assistance from a managed live chat service. The waiting periods, in most cases, are under 20 seconds for 1st contacts, and customers can multitask while waiting to be serviced. This ensures that customers coming to your website do not leave without getting their needs addressed.

Simplicity

When you set up a chat system yourself, it involves setting up and learning a new method for answering chats and the associated training. This is eliminated by using a Managed Live Chat service. You can outsource everything to your service provider. You just have to give them the information about your business and how you plan to incorporate the chat in your website and they will take care of the rest.

Professionalism

Live chat agents are fully trained and experienced in customer care. They ensure that their interaction with your customers will be professional and effective. They will fully engage with the customers and ensure that your sales team gets quality leads to follow up on. Your chat team will ask all relevant details and forward a fully qualified lead onto your Sales teams, meaning that your team has a leg up to a sale.

In a retail setting, live chat agents ensure that customers have someone to walk them through a sale immediately if they have any doubts or confusion. This results in a considerable reduction in bounce rate, ensuring most customers perform an action whilst there.

On the Job Learning

A pain point is a frustration or an unmet need of your customer. Marketing teams actively seek these out to understand customers frustration better. Addressing them prevents loss of business and ensures customer satisfaction. They tend to be a chance for further sales leads if handled effectively. Customer pain points are tackled in a timely and effective manner by managed live chat. They also provide the live chat agent with a chance to learn about the customers and how they are affected by the company’s products or services. As managed live chat agents converse with these customers, they are continually learning on the job about delivering better service and collecting feedback on improving a company’s products and services.

Live Chat Agent is the best live chat service provider in Australia. Our experienced team provides you with multiple services. With us, you are assured that your website is covered. Your sales team gets qualified leads and your customers get timely customer support throughout the day and night. To avail of our class-leading services, click here or call Tracey at 1800 332 428.

Also Read: Why the Live Chat Tool is Leading the Customer Support Competition

• Author Details

Author Details

Tracey Horey

CEO of Live Chat Agent

Tracey Horey is a 20 year veteran of the Automotive industry and has been writing Automotive content and helping Dealerships optimise their digital space for over 15 years. Her experience working with various sized dealerships and her passion for exploring and understanding new tools for the auto industry has given her an in depth understanding of the challenges all dealerships face in a changing landscape.

accounts@livechatagent.com.au

1800 332 428