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Outsource Chat Support Services

Understanding Customer Pain Points Live

ExpertCallers offers strategic and cost-effective live chat support services to help you arrest visitor drop outs 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.

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We Provide an Array of Live Chat Support Services

Being an expert live chat support company, we provide a range of web chat support services to companies
across the globe. This includes:

  • Inbound Customer Service
  • Live Operators and Live Web Chat
  • Visitor Initiated Chat
  • Products/Services Information
  • Chats for Lead Generation and Follow-Up
  • Chats for Customer Inquiries and Complaint Resolution
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's How Companies Have Benefitted by Outsourcing Chat Support Services to Us:

250+
Agents
35K +
Chat queries handled daily
97%
Customer satisfaction

Why Outsource Chat Support Services to ExpertCallers?

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:

  • Highly professional chat services by experienced agents
  • At least 30% increase in sales
  • About 40% reduction in average interaction costs
  • Cost effective services
  • Assured turnaround times
79% of customers say that they prefer live chat because of the immediacy it provides - Forbes

Industries We Serve

ExpertCallers has extensive experience in providing proficient call centre services to a wide variety to industries including:

Our Call Centers are Spread Across Five Countries

We let you pick one or multiple delivery centers according to your preference and requirement.

ExpertCallers global delivery centers (India, Philippines, Bolivia, Colombia & Argentina)

Benefits of Outsourcing Chat Support Services to ExpertCallers

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:

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.

We are Different; Here's Why

Outsource live chat support

Our Live Chat Support Services Help Build Customer Loyalty in Real-Time. Here’s How.

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.

  • Customers now expect it as a part of customer service – With more and more customers turning to online chat support, the growth rate is quite high.
  • Convenience – Live chat is convenient for customers. They don’t have to dial a number or press buttons after buttons to talk to an agent. Live customer chat allows their issues to be promptly addressed which means reduced customer effort and increased customer loyalty.
  • Assisting customers and helping them complete the orders through text chats
  • Helping consumers in page pushing capabilities, especially if they are website visitors. This is done in real-time.
  • Outsource chat support services aid ineffective closure of e-commerce sales by assisting customers in checking out the contents of their respective shopping carts.
  • An outsource live chat is an opportunity for instant sales that are done through cross-selling of products
  • It also increases customer goodwill and loyalty by providing them with answers to queries; this whole process is done in real-time
  • Live chat support services collect real-time data about your website traffic, navigational path, and visitor information

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.

  • How effectively can our live chat support reduce customer efforts and improve customer satisfaction?
  • Will it reduce costs through channel deflection?
  • Does it help to improve sales by deploying chat at certain dropout points on your site?
  • How effectively can it help in lead generation if the agents could take care of specific customer segments?

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.

  • Self-hosted platform or a cloud-based one
  • Employing a reactive or proactive platform
  • Which method to implement to guide the customers on the live chat – passive assist method or active assist method?

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:

  • Build rapport with customers and find out their needs
  • Use links, videos and other sources to cross-sell and up-sell
  • Engage customers through a good conversation flow
  • Offer quick and to-the-point responses to customer queries
  • Address customer complaints through text
  • Effectively facilitate sales
  • Represent the brand online

We follow certain metrics that helps us to measure the benefits of deploying online chat services.

  • Cost-per-contact by comparing the cost of service incurred across various channels
  • First Contact Resolution – the ability to address customer issues in their first call
  • Customer Satisfaction to evaluate the success of the chat session
  • Escalation Rate
  • Deflection Rate
  • Shopping Cart Abandonment Rate
  • Internal Quality Assurance Score, etc.

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.

Our specialised team of support agents with strong technical knowledge when customers have technical issues with your product or service. We recommend these services for internal and external help desk support, as well as warranty claims management.

How do live chat support services work?

Online chat support is pre-configured, it’s easy to install and does not require additional modules or add-ons to be installed by the visitor. It makes use of functions that are available, on the modern browser, by default. This way when a visitor lands on your website and requires any assistance, they will have to click on the “click to chat” button (usually present in the lower right corner) to initiate a chat session with a customer care executive. They will be provided by answers in real-time and cross-sell service/goods in the process.