Today’s buyers scour the web for information that will help them get the best value for their money. They go over the websites and social media accounts of businesses to make sure that they avail the right products or services. In fact, Instagram reported that eighty percent of Instagram accounts follow a business profile. A 2016 report of Smart Insights, on the other hand, revealed that forty-eight percent of consumers start mobile research with a search engine.
As obvious as it seems, online presence is important now more than ever. Boost your online presence or lose out to your competitors seem to be the only ways you could go in this day and age. This is one of the reasons why live chat has become a standard on websites. In a nutshell, it gives a business the opportunity to turn website visitors into customers and provide a good customer service.
What Is Live Chat?
Live chat is a communication platform that enables an organization to engage in a real-time conversation with website visitors. It comes in the form of a pop-up dialogue box that is usually located at the lower right side of a website. Typically, a business uses it as a channel for technical support, customer service, and sales support. Applying its best practices, live chat can help a business generate quality leads, increase sales, and boost customer satisfaction.
The conversation in live chat can happen through the reactive or proactive approach. The former simply means that it’s the visitor who will initiate the conversation with a chat representative. Proactive chat is the exact opposite. Here, it is the chat representative who will initiate the live chat conversation. A research in 2018, however, shows that proactive chat has a low acceptance rate.
Live Chat Services vs. Chatbots
As technology continues to evolve, human beings face chatbots as a competitor in managing live chat services. Businesses are tempted to adopt a chatbot because of its ability to provide fast responses to the concerns of customers. Delivering prompt service is a customer service approach that will never go out of style after all. Despite this opportunity, however, the truth remains that human beings provide a better service than chatbots.
Chatbots and other forms of artificial intelligence still possess functional limitations. There’s an inevitable need for a human being to intervene in the live chat initially facilitated by bots when a situation becomes complex. Only a human being is capable to address advice-seeking concerns after all. Moreover, you can’t take emotion out of service because humans are inherently emotional beings. Humans can convey genuine emotions that would comfort a customer, unlike technology.
Offshoring Live Chat Service
Outsourcing is a popular business practice for years now. Various businesses across the globe venture into outsourcing to increase operational efficiency, reduce operational costs, and take advantage of cheap but quality labor. A business may outsource live chat or any other tasks in three ways: onshore, nearshore, or offshore.
Onshore outsourcing means that you are outsourcing to a provider located within your home country whereas nearshore outsourcing means that you are outsourcing to a provider located in a nearby country. Offshore outsourcing, on the other hand, means that you are outsourcing to a provider located in a country that is far from your home country.
Among the three, offshore outsourcing is the most popular. The savings you could obtain from reduced operational costs when you outsource doubles if your outsourcing partner is from an offshore country with cheap labor. In the roster of offshore countries, the Philippines is number one in voice BPO and second in non-voice BPO.
On a side note, we are an outsourcing solutions provider from the Philippines. We are currently on a mission to help more startups and SMEs grow through our flexible business solutions. Besides live chat, our contact center solutions also include email, inbound calls, outbound calls, social media management, and virtual assistant. We can also help you with meticulous back-office tasks such as data entry, data cleaning, data analysis, and market research.
Some of the live chat services we offer are:
- Customer Service
- Technical Support
- Sales Support
- Data Validation
Benefits of Outsourcing Live Chat Service
Partner with the right outsourcing solutions provider and reap the following benefits!
Ability to scale up easily
In case you need an additional staff for live chat or other tasks such as managing inbound or outbound calls, your outsourcing partner can help you easily. Manpower pooling is a common practice among outsourcing firms. Their recruitment efforts continue even when there is no imminent need as they don’t know when a client will agree to a partnership with them.
Access to the best practices for live chat service operations
Generally-speaking, outsourcing firms are experts in managing non-core business functions such as live chat. In fact, managing non-core tasks is their core business function. With a reliable outsourcing firm on your side, you get to access the best practices for live chat service and ensure a boost in revenue and customer satisfaction.
One of the best things about outsourcing is the time you are able to save from hiring, training, and managing an additional staff. You don’t have to screen candidate profiles or conduct interviews anymore. The outsourcing firm will also be responsible for making sure that your live chat service agents meet your requirements. As a result, you can be confident to deal with other business matters that need your attention.
Reduced operational expenses
One of the chief reasons why businesses venture into outsourcing tasks is to cut costs. Since the live chat service operations will take place offsite, you will no longer need to worry about the workstations, computers, and other supplies that the agents shall need. The outsourcing solutions provider will be responsible for these.
Industries That Outsource Live Chat Service
- Banking and Finance
- IT and Software
- Legal Services
When to Outsource Live Chat Service
What are the scenarios that signify it’s time to outsource live chat service? How do I know if outsourcing is the right way to go? Although it’s different for everybody, most of the businesses we have worked with outsourced live chat service in order to:
- Enhance digital presence
- Improve customer service
- Generate quality leads
- Improve response times
- Improve the efficiency of live chat operations
- Access the best practices for live chat operations
- Take advantage of cheap but quality manpower
- Increase sales
- Boost customer satisfaction
If you also hope to achieve the following, then it’s most likely time that you delegate live chat service to a reliable outsourcing firm.
Outsourcing in the Philippines
Who are the major powerhouses of BPO?
India – US $ 154 Billion in revenue (2017)
China – US $ 130.9 Billion (2015)
Philippines – US $ 22.9 Billion in revenue (2016)
Why the Philippines?
English is our adopted language
Produce 450,000 college graduates annually
Has low Philippine currency exchange rates
Offers the cheapest office spaces in Asia
Our government supports BPOs with PEZA Tax benefits
No.1 Trending Country as the Top Voice Outsourcing Destination (according to international research)
2nd in non-voice complex services
Top 3 IT-BPO global locations, after India and China
In the Top 10 worldwide outsourcing destinations
The Anderson Advantage
The business landscape is evolving rapidly and as a business, it takes more than passion and will to stay ahead of the competition. You will need strong tactics with all the support you can get in the most cost-effective way. Expanding your business with us gives you access to a suite of comprehensive solutions and world-class services allowing you to rival with companies alike and even compete with big businesses. We aim to empower your business and provide coherent support for you to be able to reach your goals.
Global expertise, Global Standards
We are ISO 27001:2013 certified which guarantees you that all your company’s data is secured.
Get access to a vast pool of talents giving your brand experts in specific fields when you need it.
An Extension of Your Brand
When you succeed, we also succeed. We aim to help you build a strong and robust extension of your business.
There is no one size fits all solution for all businesses. We make sure that we deliver a customized concoction that is compatible with your brand.
How do I start outsourcing?
Outsourcing is more than just a way to reduce costs. Its benefits can be astonishing if you outsource to the right BPO company. To guarantee the best value out of your outsourcing venture, follow the steps below.
- Identify the challenge that you want to address through outsourcing.
- Research on outsourcing. Find out the top outsourcing locations in the world and their outsourcing vendors. List the BPO vendors that you deem promising to help you.
- Choose one vendor from your list. Look for its contact information and reach out.
- Explain the challenges you have identified initially. During the exchange, the vendor will ask more about your processes to know which service is the best to help you.
The outcome of the fourth step will determine what will happen next. If the discussion went well, then the next step can be a deeper discussion about your partnership. Otherwise, go back to step number three.
If you want to know more about this opportunity, don’t hesitate to contact us. We are more than happy to help you!
Business Development Manager Philippines: +63-917-869-8070 Australia: +61-2-851-812-64 LinkedIn: https://www.linkedin.com/in/paulsalud/ Website: https://andersonbpoinc.com/
Anderson Group BPO, Inc.
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Business Development Manager