How Can Companies Improve Online Chat Support Services?

online chat support

Online chat support has become one of the most crucial components of customer service strategy followed by companies these days. With proper integration of chat function into business processes, the organizations can not only save costs but also enhance productivity. However, as beneficial as it seems, live chat is often marred by challenges of its own.

If expert studies are to be believed, multi-tasking is not a sign of efficiency. In fact, if anything else it decreases productivity. On peak days, the representatives may struggle to keep up with multiple chat boxes that pop up on their screens. The only way to ensure quality service is by giving each of these chat boxes 100% attention without any errors. However, responding to too many customers at the same time is the quickest way to make a mistake. This is one of the leading issues faced by companies trying to implement chat support functions – resource management. Maintaining the right team size to meet project requirements during peak and lean times can be a difficult task for businesses already occupied with other core activities.

As if that isn’t enough, sometimes companies fail to incorporate performance indicators in chat support functions that can impact the quality of service offered. Markers like customer satisfaction indicator or operator response time cannot be ignored. Additionally, in absence of human voice interaction, the scripted replies from reps may seem mechanical and misconstrued as lack of empathy. Chat operators need to go the extra mile in appearing friendly and helpful by keeping the conversation pleasant and empathetic.

Even the best chat reps will not be able to successfully help the customer in absence of proper tools. Chat support software is hard to choose and sometimes not adequately integrated to their helpdesk to offer quick solutions efficiently. For the customer service teams to work accurately, live chat tools need to be compatible with in-built support systems.

The core challenge in implementation of chat support services lies in finding the right balance of technology and human element that only an experienced service provider can offer. This is where ExpertCallers steps in!

Who Are ExpertCallers?

At ExpertCallers, we offer a well-rounded chat support service that is designed to offer tactical and cost-effective solutions to help our clients stay ahead of their competitors. We also prevent visitor drop-outs from your website that helps increase your revenues. We have served all kinds of industries and verticals to understand the nuances of online chat support. We integrate best practices in your chat solutions to help you enhance customer engagement and sales.

When you hire us to provide chat support services, our trained professionals work with you closely to understand your business requirement. Following the preliminary discussions, our team of chat reps are trained to think from the visitor’s vantage point and provide solutions that answers all their queries in a single chat session. This allows us to handle all kinds of questions pre-emptively and prepare a ready-reckoner that our reps can use at times when they are faced with unusual questions. It is our objective to answer all the queries most convincingly and in a friendly way. We are especially known to add human touch into mundane live chats that make us a reliable provider of chat support services. As a result, we have been able to increase the up-selling opportunities for our clients.

At ExpertCallers, we work with from start to finish, offering you a fully customized solution that is scalable as per your business requirements. We can scale the team size as per workload, making it cost efficient to maintain quality services even during lean periods. We are well equipped with the infrastructure and resources to cater to all kinds of businesses.

A Real-life Example of How We Help Companies Breathe Life into Chat Support Functions

Our client is an IT company in US with years of experience in providing stellar service to its end users. They provide end-to-end IT solutions to enterprises as well as consumers with a promise to troubleshoot their concerns within 30-minutes. This may seem like a tall order but out client had been carrying out its duty efficiently until it planned to add chat support to its repository of customer service options.

The Challenge:

Our client has an in-house team of trained professionals who are already doing great providing on-call solutions and meeting frontend business requirements such as sales, expansion, customer service, etc. However, the need for chat support demands a team of additional resources that can deliver the same quality standards within the stipulated timelines. While our client was ready to take the plunge, they weren’t prepared to invest heavily in hiring new resources and building new infrastructure for this purpose. This is where ExpertCallers stepped in.

The Solution:

As a leading provider of chat support services to global clients, we thoroughly discussed customer requirements, KPIs, business expectations, and quality parameters. After understanding our clients’ requirements, we put together a team of trained and qualified professionals with experience in technical troubleshooting. We trained the resources in chat support functions to equip them with the knowledge and etiquettes to deliver high quality service that matches our client’s ethos.

As a result, the client was not only able to extend their customer service repertoire with our help but also expand their sales, thanks to our teams’ multifaceted skills in upselling their auxiliary products and services.

Conclusion

Adding live chat support into your business is one of the quickest ways to enhance your customer service abilities. In fact, more and more consumers are looking to chat with representatives than waiting interminably on calls to get their queries addressed. Not providing this option to your customers can result in loss of business as they will rather work with someone who does!

When you choose ExpertCallers as your online chat support services partner, we promise to give you an ecosystem that will help promote your business and give you more visibility online. We take pride in our business model that evolves with time, taking new trends and business practices into its fold regularly.

Don’t worry if you are struggling with what software to choose or how many reps you must hire to get the chat support going. Just talk to our experts and let us analyse your requirements to recommend solutions that will not only fit your business needs but also project demands in terms of resources. From installation of chat software to training the teams specific to your project, we can do it all. ExpertCallers is one-stop-shop solution for all your online chat support service needs.