Manned live chat support is a great innovation. Businesses want to use it because of its advantages to their customers. The only issue being, only some of the larger companies in the market have the staff to pull this off. Outsourcing by opting for a manned live chat service makes sense for smaller companies. However, this also comes with challenges in that it’s difficult to see how an outsourced company can professionally represent you and your brand. How can an independent manned live chat company answer questions about your company?
The old saying goes, if you fail to prepare then prepare to fail. What is it that your web visitors are likely to ask? In the process of signing up, it is essential that you give a list of expected questions with answers to aid the chat agent. One of the great perks of having a chat facility is that it filters out many the simple queries that can be easily dealt with. So, to get the very most out of a manned live chat service, ensuring you compile a list of FAQs (Frequently Asked Questions) is a great start.
It’s is a great tool for customer service. Visitors are able to have their queries answered on the spot from a live chat agent instantly whilst shopping from your page. Given the effectiveness of live chat as a tool it’s no surprise that this may then increase traffic to your page. According to a Business 2 Community study, 63% of customers said they were more likely to return to a website that offers live chatting as opposed to one that doesn’t. So there you have it, more satisfied customer means more traffic of returning visitors to your site. This will then improve your page ranking as generating more traffic also increases your page ranking. Thus creating a snowball effect to give your site a boost!
It can be tiresome having to answer the same old queries when a visitor calls your business. Having an outsourced live chat solution means simple questions can be answered fast without any effort on your part. With live chat in place, a lot of the chats you would usually receive that take up your time can be deflected. A Happy Fox Chat study found that: “ Some businesses reported up to a 70% deflection rate from calls to live chat.” Just think of how much of your time this stands to free up!