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.
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
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
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.