Our end-to-end chat support includes chat software installation, upgrades, hiring and training of agents.
Understanding Customer Pain Points Live
ExpertCallers, the leading chat support outsourcing service provider, offers strategic and cost-effective live chat support services to help you arrest visitor dropouts from your website. Having served many global clients, we understand what it takes to design the kind of online chat support that would help you improve customer engagement and boost sales.
Driven by an experienced team of chat support professionals, we first understand your requirements and then think about questions from the visitors’ perspective. This helps us pre-empt questions beforehand and prepare ourselves with the most convincing answers to persuade customers to convert. This has helped us effectively increase upselling opportunities for our clients.
Being an expert live chat support company, we provide a range of web chat support services to companies
across the globe. This includes:
63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t. - Business Community
Here are some of the benefits that you will gain when you outsource live chat support services to an expert chat support company like ExpertCallers:
79% of customers say that they prefer to live chat because of the immediacy it provides - Forbes
We let you pick one or multiple delivery centers according to your preference and requirement.
As a customer-centric organization, you’ve got to be on your toes to offer support to your customers across all channels. You never know when a customer might need support with something and they choose to reach out to you through chat support services. Failure or taking a long time to respond can negatively affect your customer relations and your bottom line. By outsourcing chat support services, you can ensure that your customers get their queries resolved in no time.
As compared to email and call answering services, live chat support services are the fastest medium of communication with the customers. Here, they don’t have to take the time to write an email or dial the phone and wait until their queries are answered. They can just connect with your service representatives through a live support service window and type their queries there. This is an excellent way of providing customer support as it allows two-way communication in real-time.
Besides, when you outsource live chat services, you don’t have to spend a lot of your firm’s expenses on equipment and operations. Live chat outsourcing usually has an affordable pricing structure and is an excellent interactive customer support tool that can also help to convert prospects into loyal buyers with the right sales and marketing support.
Outsourcing chat support services to Expertcallers will reduce the cost because we provide a flexible budget that is based on a few factors like the frequency and volume of the calls/ chats, shift coverage, and location.
ExpertCallers live chat group has support agents who are available 24/7. They make use of well-scripted sales and support manuals that will help them cross-sell and upsell services and products.
ExpertCallers can provide an inbuilt CRM that helps us manage client contact information. This will help promote client-company relationships and encourage effective follow-ups with customers.
We include a chat support team that has executives experienced in diverse industries. Therefore, when you choose ExpertCallers to outsource your live chat support service, you will be able to utilize the required knowledge, support, and expertise.
Our end-to-end chat support includes chat software installation, upgrades, hiring and training of agents.
We offer clients the benefit of multiple language support using the latest industry standard chat software. Our chat support is customized as per your needs.
We tailor packages based on your needs so that you can achieve cost reductions to the range of 40-50 %.
Customer service is the chief cornerstone of any business and plays a critical role in creating and sustaining a loyal customer base. Also, customers are likely to spend more with brands that provide superior customer service. Therefore, brands need to direct their efforts towards delivering the best in-store experience online to secure a strong foothold in the market and gain a competitive edge. We, at ExpertCallers, help brands achieve that.
ExpertCallers’ live chat support is an efficient and integral component of effective customer service strategy. We offer a real-time platform to communicate with customers and improve customer satisfaction and retention levels.
So why exactly does your business need our live chat support services?
There are many reasons that support the fact that live chat support is a valuable strategy to build customer loyalty, but the following two points are most compelling.
Sometimes, online chat may not work effectively as a customer support channel, but that can be attributed to the flaws in execution strategy. At ExpertCallers, we implement the following steps to set up a successful online chat support services strategy and optimize the online customer experience.
It is important to understand how implementing a live chat customer service can further your overall business strategy. We use the following questions to evaluate that.
Once you are clear about the need for a live chat customer service, choosing the right chat platform is the next important thing. Failures in the platform could lead to decreased productivity and negatively impact customer satisfaction levels. To avoid such situations, ExpertCallers considers the following factors.
We carefully analyze the data security features and reporting capabilities including the transaction history, chat transcripts, and metrics. We also focus on customer-facing features like encryption, typing notification, font size, and page pushing. The service platform must offer measuring and reporting capabilities at the end of a chat session. We ensure our solutions are scalable and sustainable.
Generally, web users are in favor of browsing without any assistance. However, they may need support at some point. Therefore, we make sure that our chat engine is offered selectively at targeted web dropout, key acquisition, and sales trigger points so that the website’s primary purpose of ‘self-serve’ stays intact. Our online chat support efficiently works around the shortcomings of the website, supports sales conversions, and helps to up-sell and cross-sell.
We, at ExpertCallers, understand that the major purpose of implementing customer support chat services is to complement web self-service and not substitute it. Moreover, targeting self-servers early in the process is unnecessary and can up the cost of customer care and needs. Implementing the right business intelligence in the chat platform is important to ensure that the tool overcomes the limitations of the website and supports business goals like sales improvement and customer satisfaction. Some of the key dropout points where we deploy our chat engine are the features page, product page, payments page, home page, etc.
Although live chat is quite an informal channel in comparison to a phone call or e-mail, customers still expect brands to be capable of delivering an appropriate and quality experience. Some of the crucial aspects of customer experience management that ExpertCallers follows are mentioned as follows.
Our agents have the skills to personalize the interaction and play the role of a facilitator while maintaining the human factor online. The agents at ExpertCallers are trained to:
We follow certain metrics that help us to measure the benefits of deploying online chat services.
Live chat support services help various companies to interact with their customers by connecting them to
chat with agents, online, and provide them with support regarding the product and services; the whole process is done in real-time.
Chat support has become a successful trend because it provides organizations with an effective two-way communication system path, and it is utilized as an interactive customer support tool and an effective marketing path that converts browsers into buyers.
In these chat support services, we follow a reactive process, where our executives offer help only when the consumer asks for it. The key element is being visible when the customer wants a helping hand.
This is a type of outsourced chat support where our chat agent will proactively invite customers to engage in a live chat. This is done whenever the time is right especially when a user has a product in his/her cart and hasn't gone ahead with the purchase.
In this live chat support, our agents help tackle traditional customer problems like product support and customer onboarding. Such chat support outsourcing services are useful if you have a customer, who needs help with their product.
Inbound Customer Support
Live Operators and Live Web Chat
Visitor Initiated Chat
Chats for Lead Generation & Follow-Up
Order Management / Verification
Chats for Customer Inquiries and Complaint Resolution
We deliver enterprise level inbound customer support that will help you be seen as a responsive and customer centric company by your customer base.
We leverage our expertise and experience to assist you in getting a highly responsive web chat framework up and running in a very short frame of time.
Our live chat operators are trained to seamlessly combine streamlined processes with scientific telemarketing techniques to seamlessly generate a robust pipeline of sales-ready leads.
We provide prompt and courteous handling of visitor-initiated chat and help you build a better brand image.
Our outsourced chat support services are customized to help handle chats for lead generation and follow-up, and boost conversion.
Our outsourced chat support services are customized to help you resolve billing issues and provide resolution that will delight customers.
Our industry leading chat support services help customers get quick answers and increase your credibility.
We excel in providing timely and accurate product / services information and meticulous guide customers through their buying cycle.
We help you stay connected with your customers via chat and help you with the management, fulfilment and verification of orders.
Our chat support operators are skilled and experienced in handling every type of technical support query via chat and help customers navigate through the rigors of troubleshooting procedure.
Our team of 1000+ live chat operators are geared to provide accurate answers to customer queries and ensure that they are resolved within the shortest possible time.
Live chat customer service allows customers to communicate with customer service representatives in real-time. Rather than having to speak with a representative on the phone, visitors on a website can seamlessly have a live interaction with agents in a chat box within a browser.
Chat support is important since it doesn’t distract customers from their purchase journey and eliminates the need to reach out to make a phone call/send an email in case of a query. Queries are addressed within the browser window seamlessly without any interruptions.
The benefits of outsourcing your chat support services are:
The key benefits include:
At ExpertCallers, we offer the best chat support outsourcing services to clients. When you outsource chat support to us, you get the following benefits:
Cold calling is more personal when it comes to initiating conversations with your prospects when compared to email. It can be used to get referrals, schedule meetings, or even close a sale right there.
On the other hand, it is convenient, cost-effective, and less intrusive to contact people through email. Emails allow your customers to read your message at their convenience.
In closing, both these approaches need to work in tandem to help retain and grow your business' customer-base. Cold calls are great for initiating personal conversations with a potential customer, while emails can act as follow-ups in the form of reminders, sale announcements, etc.
Having a ready script at your disposal has a lot of benefits when it comes to cold calling. A brief and crisp telephone script creates a really good first impression. It makes you sound more professional and helps you to meet your brand standards. Scripts also help reduce the stress and anxiety of how to take the call forward. Finally, it yields better results by increasing productivity.
Our cold calling services and its protocols are designed in a way to safeguard your data at all stages such as customer information, logins, and/or passwords. Our security measures are stringent to ensure your details are kept confidential and unauthorized access is completely restricted.