How to Outsource Customer Support & Live Chat in 2024

How to Outsource Customer Support & Live Chat in 2024

Having trouble outsourcing your customer support operations? Let your trouble be ours!

As your business expands, customer support and live chat becomes integral part of your operations. Keeping your clients satisfied around the clock becomes more important than acquiring new ones. But how exactly does this happen? 

A study shows that acquiring new customers is x5 more costly than retaining existing ones.

That’s why HiredSupport ensures you can keep growing without having to worry about customer inquiries. 

Types of Customer Support Outsourcing

From an organization’s perspective, customer support outsourcing has two pillars: voice and non-voice. The former relates to talking with customers, answering their questions and making sure that the issue is resolved. The latter means attending to the clients’ needs through live chat, social media, and email. 

Inbound Calls

There’s no fixed schedule for inbound calls; they can happen on Christmas, and even when you would think, “Who calls at this time?”. 

Agents who attend such calls are like ambassadors of your brand, ensuring that customers don’t face issues while learning more about what you have to offer. Ensure that you select a provider whom you can trust with your company’s reputation

Outbound Calls 

Agents who deal with outbound calls play a crucial role in ensuring your company’s success. They are your business’s ‘success whisperers’ who convert prospects into paying clients. 

Their job entails informing clients about the company’s services and how it’s the key to their success. A good agent ensures that they actively listen to client’s suggestions and make them feel heard.

Live Chat

Simply put, live chat outsource operations helps users communicate with the brand without having to interact with a human. This method is preferred by some companies as it’s a cost-effective method and avoids confrontation or arguments between support staff and customers. 

Over text, an agent can judge the client’s mood and hence respond accordingly. This ensures that nothing is left to interpretation, as the conversations are properly documented. 

Help Desk

You can outsource your live chat through Help Desk. It is a lifesaver for customers who want assistance right away. This way clients can find solutions without facing much hassle. However, if this fails to solve the client’s problem, an agent will take the position of a quarterback. 

Such representatives serve as the customers’ first point of contact with the business and are directly linked to the client’s satisfaction levels. 

How to: Outsource Live Chat Operations 

When looking to outsource your customer support and live chat operations, make sure that you follow these steps, as the success of your brand relies on this: 

Assess Your Needs

Identify which areas of your business need to be outsourced. Do you need to outsource your live chat operations, and meet customers’ expectations. However, this depends on aspects such as the volume of customer inquiries, peak operational hours, and technical knowledge required. 

A Well-Defined Service Level Agreement

Establishing clear SLAs is key to outsourcing your customer service operations. Outline response and resolution times along with quality standards. Once these standards are set, it ensures that your expectations are aligned with what the service provider has to offer. 

Request Proposals and Quotes

Once you have shortlisted the outsourcing provided according to metrics set internally, it’s time to request proposals and quotes. 

You can reach out to them through email or phone and ask them to flesh out the details in a detailed proposal. Keep a close eye on case studies and testimonials as they will help ensure that you are making the right decision. 

Integration and Training 

When you have decided which outsourcing company to opt for, it’s time for aligning your system with theirs. Integrate your CRM, knowledge base centers, and communication channels with the outsourcing service provider. This helps you keep in the loop in real time. 

It ensures that both parties are on the same page. In some cases, you might need to provide training sessions to the service providers regarding brand voice, policies, and information about the product’s updated version. 

Monitor Performance

There’s little to no use to outsource your live chats if you are unable to monitor its performance. When outsourcing processes, implement tools and processes to track your progress. 

This will help businesses identify problem areas and make efforts to resolve them. Metrics that you should track are:

  • Response times
  • Customer satisfaction scores
  • Resolution rates.

Room for Improvement

Businesses should regularly review their performance metrics, reach out to customers anonymously, and ask them for their feedback regarding chat outsource operations. This helps improve your relationship with the customer. 

This would help you get an unbiased perspective about your service provider, giving both parties room for improvement. Adjust processes, training, and resources as needed to enhance the quality and efficiency of customer support operations.

Benefits: Outsourcing Customer and Live Chat Support

In recent times, outsourcing customer support and live chat is seen as a business investment. Businesses and their prospective customers can reap the rewards. 

Here are the opportunities that your brand would have by outsourcing operations: 

Cost-Effectiveness

Outsourcing customer care operations to third-party service providers such as HiredSupport allows companies to save significant money annually. 

Here’s why outsourcing comes with a lower price tag than handling operations in-house:

  • The infrastructure to deal with customer queries already exists.
  • Trained professionals are available to assist customers around the clock.
  • Streamlined processes ensure efficiency without compromising quality.

Scalability

Once a business has outsources its customer support and live chat services, it allows them to focus on making strategic decisions. 

If your business is recently launching a new product, it would expect an increased volume of pre-orders; what would you do in such a situation?

  • Hiring more customer care representatives would be a pricey option.
  • Assign more calls to existing individuals, lowering productivity and quality. 

The solution, however, is simple: outsource customer care operations if you want to scale business operations. 

Experts at Your Service!

Training and onboarding customer support representatives with an in-house team is time-consuming, which means a huge chunk of calls go unanswered. 

Call center outsourcing means that you are giving operations to industry specialists who have handled clients similar to you in the past. Delegating such tasks to a specialized workforce means that no matter the call volume, each interaction would have quality and the potential to convert. 

Chat Support Outsourcing Partner: What You Should Look For?

Previously, we discussed the benefits of working with an outsourcing partner, now let’s delve deeper into aspects you should consider when looking for outsourced live chat operators. 

Here are the telltale signs you should be on the lookout for: 

Market Reputation

As a business, you should research about the outsourcing service providers’ reputation in the market. In today’s fast-paced world, businesses have access to resources such as Clutch to check reviews and make informed decisions. 

Keep an eye out for the outsourcing provider’s badges under its name. One such example is HiredSupport, that earned the badge of being a ‘Top Customer Support Outsourcing Company’ in 2023. 

Privacy Concerns

Once you outsource live chat, privacy should be your biggest concern. During the integration stage, when handing over your customer data to the provider, ensure they have a robust firewall in place. 

If security measures are not in place, run far away from that outsourcing provider and reach out to HiredSupport. They would ensure that your sensitive information is protected through two-factor authentication and that an NDA is signed to ensure that data is not compromised. 

Flexibility

Lastly, choose an outsourcing company that’s flexible and available around the clock to answer your customer’s questions. No matter the day or time of the year, when a customer calls, it should be answered, helping enhance customer experience.

Outsource live chat operations from service center that is open for business 24 hours a day 7 days a week, so that your clients across different time zones don’t struggle to get in contact with you.

Frequently Asked Questions (FAQs)

One of the major benefits an outsourced team provides is flexibility. You can sign an SLA with a service provider that can act as a helping hand to your in-house staff. This hybrid model can works in real time and help create a culture of cross-learning.

Simply put, Levels-of-Service describes the different types of customer service that an outsourcing provider can offer. This entails both voice and non-voice interaction with clients, helping them resolve issues.

When you work with an outsourcing service provider, discuss the customer care experience in detail with them. Clearly define the target group and brand voice that you want a representative to take on when addressing your customers. This would help ease the transition of your customer support experience. 

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