Thinking About Implementing 24/7 Chat Support? Here’s What Businesses Should Know

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Thinking About Implementing 24/7 Chat Support? Here’s What Businesses Should Know

What is 24/7 Chat Support?

 

Did you know that live chat is the go-to solution for customers online?

live-chat

Source

24/7 chat support refers to the provision of customer support around the clock and at any time when a customer requires it. Live chat support services in the form of chat sessions are made available online, making it easy for customers located anywhere to connect with your business.

This real-time form of messaging, in fact, has up to a 92% satisfaction rate among customers.

With its value growing increasingly clear, the industry practice is set to evolve as more and more businesses hop aboard the webchat train!

Big and small businesses have the option to outsource their live chat and customer support. This can come in the form of chatbots (replacing real people and saving time) or outsourcing to a support team with support agents who handle the chats through pre-approved chat transcripts.

If you’re looking to boost your customer satisfaction, keep reading to know the full angle of just how live chat support can aid your CRM efforts and grow customer loyalty.

 

Here’s Why Businesses Are Opting for 24/7 Chat Support

Live chat outsourcing allows businesses to focus on value-add activities in-house and leave customer care to the pros!

Live chat support offers immense value, not just for customers looking to increase their know-how but also to the business providing the service. It’s a win-win solution for all parties involved.

Here’s why 24/7 chat support has become an attractive option for businesses today:

  • To offer support as an actual component of a product/service: 24/7 support can be offered exclusively to “premium” customers or those willing to pay a higher price for a product. It’s a great way to differentiate one product/service from another by adding the element of exclusivity and extra customer care into the pricing and product model.
  • To provide around-the-clock service for different time zones: Businesses catering to a global audience will need chat agents positioned in different time zones. This is also why many multinational companies opt for a call center model with their customer support.
  • To improve their customer service experience: When a business takes time to answer questions, engage with both new customers and potential customers to deliver a better experience, it can leave a lasting impact that converts to customer loyalty.
  • To boost sales and increase conversion: That’s right. Live chat can even positively affect your sales. When 59% of customers are more likely to buy when their questions are answered in less than a minute, it’s easy to see why businesses are integrating live chat support.
  • To decrease wait times: Customer satisfaction ratings for website chat are much higher than the alternatives (such as phone calls, social media, or email). Why? Because customers hate waiting! Through live chat, wait times are at their least.

cusomter-satisfaction-ratingsSource

 

Tips for Implementing Effective Chat Support

So, you’ve made up your mind to implement live chat support. You may have a lot of questions about the chat software to use, in-house vs. outsourced solutions, or even how to train your sales team.

No matter the strategy you choose to go with, keep these tips in mind to ensure effective support:

  • Provide scripts for common situations: The last thing a customer wants to deal with is a confused, disoriented support agent. Using intuitive and customer-centric chat scripts can help train your support agents to navigate through customer conversations more effectively. This also ensures consistency of the brand voice and company messaging across the board.
  • Measure all metrics: To grow, you need to know what you’re doing right and where you can still stand to improve. A great way to identify this is through tracking your key performance indicators (KPIs) attuned to your customer support chat. In the long run, this can help improve customer experience and nail your chat support.
  • Personalize your chat as much as you can: Even if your business is using chat scripts, that is no excuse for lack of personalization. Having a customer-centric approach to your support is absolutely essential to its success. You can personalize live chat by using friendly greetings, addressing the customer by their name, and more!
  • Give customers accurate wait times if you can’t get to them right away: Transparency is key. If many live chat requests are coming through and your support agents can’t get to a customer instantly, give them an accurate wait time. Chances are they’ll wait their turn as long as you’re clear with them on how long it will take to connect.
  • Connect your live chat to other business tools: You can take your live chat to the next level by connecting it with other business tools. This is especially relevant for e-commerce businesses. A lot of companies can learn from live chat experience and transfer the knowledge quickly to CRM software or a knowledge base, allowing them to make the best use of their data.
  • Strategically place all chats: Ensure that you make your live chat service available on the key areas of your website. This includes all products and services pages, the FAQs page, and any other key area of your website your customers might engage in. Also, make sure that it’s positioned in the right spot to maximize visibility.
  • Proofread before sending: Typos sometimes translate to sloppiness. The quality of language goes a long way in shaping a live chat experience. Always train your support agents to proofread their messages before clicking send. This should be a rule of thumb not just for live chat support but for all customer communications.  

 

Improve Your Customer Experience with STAFFVIRTUAL

At STAFFVIRTUAL, we understand that every different business faces very different challenges. That’s why we offer various flexible outsourcing arrangements tailored to your specific needs and budget.

Whether you're looking to improve live chat support for your customers or drive up the efficiency of your back-office operations, STAFFVIRTUAL has you covered.

Apart from helping nail your customer support, we also offer a number of other services, including IT outsourcing and payroll operations.

When you choose STAFFVIRTUAL to help manage your business, you'll be working with a team of professionals who are ready to make managing your business even easier.

Get your free outsourcing plan today!

Ike Stranathan

Ike Stranathan

Ike Stranathan founded STAFFVIRTUAL in 2009 after moving to the Philippines from California. Ike lives just a block from his offices in Makati, Philippines, and is passionate about helping companies achieve dynamic growth by outsourcing.

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