Everything You Need To Know About Chat Support Outsourcing!

    manoj matai
    Manoj Matai

    How does it feel when your customers say —

    “Thank you so much for the best service.” 

    “You guys are the best.” 

    “Appreciate quick turnaround.”

    Great, right? 

    This is what a brand aspires to be in this competitive market. Today’s consumers, like us, want quick resolutions and easy accessibility. Companies should enable them along with seamless service delivery and a customer-centric approach.

    chat support outsourcing

    How Would You Build Chat Support?

    While some people like to call hotlines or shoot an email, others prefer live chat support. As per Zendesk, 92% of customers prefer reaching out to businesses through chat to any other communication channel. Perhaps gone were the days when the customer service support system was all about phone calls. With technological advancement, the facilities have grown and so have various communication channels. Businesses entrust chat support outsourcing to help their consumers to get quick responses without the wait time.

    Understanding Chat Support Outsourcing:

    It involves contracting a third-party company to provide chat support services to an organization. By hiring a third party for support services, businesses reduce the number of employees they need to manage customer interactions and free up the in-house team to focus on core operations.

    While choosing a chat support team for your business, one needs to ensure they consider factors like experience, client base, employee strength, etc. By embracing these measures, one can ensure that their organization enjoys improved efficiency and better user satisfaction ratings.

    Benefits of Outsourcing Chat Support

    It is a great way for businesses to efficiently manage their funds on delivering customer service. It also helps organizations to focus on their core business needs and utilize resources efficiently.

    The cost of these services varies depending on the provider which means that a business can save a significant amount of money by digitally providing the solutions to user queries and the right outsourcing partner plays a crucial role in delivering such results with the right partnership model. It includes the strategic partnership model, pricing model, and technology and knowledge expertise.

    1.) Resolves issues quickly and helps keep customers happy

    It helps you focus on other aspects of your business-like marketing strategy, tech development and enhancements, and more, while the outsourcing partner overlooks chat support and handles all the customer service-related tasks. Additionally, it offers a unique experience that could get difficult with traditional methods.

    2.) Helps improve customer satisfaction rates

    People appreciate the ability to talk with a human being while they’re experiencing a problem, and those who use chat support services often feel satisfied with their interactions and experience. Chatbots have also significantly added to customer satisfaction to assist consumers with faster turnaround time and easy access.

    3.) Easy accessibility to skilled professionals

    Chat support outsourcing provides businesses with access to a team of skilled professionals who are well-versed with the dynamics of chat support. They can quickly address multiple customer queries and resolve issues related to products or services across industries and provide requisite information or solution through customized support. This can lead to improved CX and increased trust in the business.

    7 Ways How Chat Support Outsourcing Helps

    1.) Clearly Define Your Goals and Expectations:

    Before outsourcing chat support, you need to clearly define your goals and expectations. This will help you choose the right outsourcing partner and ensure that they understand your needs. Be specific about the metrics you want to achieve, such as response time, resolution time, and customer satisfaction ratings.

    2.) Continuously Improve and Evolve:

    It’s important to continuously improve and evolve your customer support to deliver them what they deserve. This includes regularly reviewing your goals and metrics, monitoring performance, and making changes as needed. You should also stay up to date with the latest trends and technologies in chat support to stay ahead of the competition.

    3.) Provide Adequate Training and Resources:

    To ensure that your outsourced chat agents are able to provide high-quality support, you need to provide them with adequate training and resources. This includes information about your products and services, your company policies and procedures, and your customers needs and expectations. You may also need to provide them with access to software and tools that they need to do their job effectively.

    4.) Monitor Performance and Provide Feedback:

    Monitoring the performance of your outsourced chat agents is essential to ensure that they are meeting your goals and expectations. This includes tracking metrics such as response time, resolution time, and customer satisfaction ratings. You should also provide regular feedback to your outsourcing partner to help them improve their service.

    5.) Maintain Consistent Brand Voice:

    To ensure a consistent customer experience, it’s important to maintain a consistent brand voice across all channels, including chat support. This includes using the same tone and language in all interactions, as well as following your company’s brand guidelines.

    6.) Leverage Automation and AI:

    To improve efficiency and reduce costs, consider leveraging automation and AI in your chat support outsourcing. For example, you can use chatbots to handle common queries and simple tasks, freeing up your human chat agents to focus on more complex issues.

    7.) Use Data and Analytics to Make Informed Decisions:

    Data and analytics can provide valuable insights into your chat support operations, such as customer behavior and agent performance. Use this data to make informed decisions about how to improve your service and maximize the benefits of chat service in BPO.


    Choosing the right outsourcing partner for you

    When it comes to customer service, one of the most critical aspects that businesses need to keep in mind is CX. Customer experience metrics like customer satisfaction (CSAT), net promoter score (NPS), and customer effort score (CES) provide valuable insights into how customers perceive a business.

    Outsourcing the chat process in BPO company can be an excellent way to improve CX metrics while also reducing costs. With a well-trained and experienced chat support team, businesses can provide quick and effective solutions to customer queries and concerns, leading to higher CSAT scores.

    Additionally, chat support can be personalized to meet the unique needs of individual customers, thereby improving NPS. By outsourcing chat support to a BPO, businesses can also reduce customer effort, as customers can quickly find answers to their questions without having to navigate through long IVR menus or wait on hold. This leads to higher CES scores, indicating that customers perceive the business as easy to work with and hassle-free.

    However, it’s important to choose the right outsourcing partner to maximize the benefits of chat support outsourcing. The outsourcing partner should have a proven track record of delivering high-quality services, as well as the necessary experience and resources to handle the specific needs of the business. By doing so, businesses can ensure that they enjoy improved efficiency, better CX metrics, and ultimately, higher customer loyalty and retention rates.

    Bottom Line

    Chat support outsourcing is a popular option for businesses to improve the customer experience while reducing costs. It has become a preferred communication channel for customers due to its convenience, personalization, and efficiency. Chat process in BPO provides businesses with access to trained professionals, who can provide high-quality support to customers. By outsourcing chat support, businesses can free up in-house teams to focus on core operations and other important business activities.

    Additionally, it is cost-effective and can lead to higher customer satisfaction levels and improved retention rates. As businesses continue to prioritize customer experience, chat support outsourcing will play an increasingly important role in delivering exceptional customer service.

    Want a customized chat support outsourcing strategy that can help your platform reach more prospective customers and drive your business forward? Get in touch with JindalX!

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