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In which cases is it better to outsource live chat?

Jan 16, 2018 by Anthony Carter Tags: outsource live chat

When you decide to implement live chat, at a certain point, the question arises whether you’re going to do it all by yourself or whether you will have a specialised company do it for you. Here, we have listed the pros and cons of both strategies for you. Although there are certain companies for whom managing their own live chat is the better option, there will be more (especially smaller) companies for whom outsourcing is preferential. But how do you find out whether it is advisable for you to outsource live chat?
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Successfully implement live chat: a summary

Having a plan is useful if you want to implement live chat, because there are a number of things to take into consideration; personnel, software, time, the website – you name it. We have created a summary of everything that you need to take into account, so that you know exactly what you’re in for should you decide to implement live chat.
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The best customer service: self-service or live chat?

Jan 02, 2018 by Anthony Carter Tags: live chat, self-service

It used to be the case that customers always had to contact the customer service of a company themselves if they had a question or a problem. In this, the customer would always be assisted by an employee. Over time, the way this service was provided changed from letters and telephone calls to emails and, in our contemporary world, online chat. That customers are able to do and organise a lot themselves in terms of customer service and support is still relatively new. In this article, we take a closer look at self-service and live chat and determine which of the two is the better customer-service method. 
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Live chat: what is it and what you can do with it?

Live chat is still a relatively young addition to the communication mix, but nonetheless, it has existed for a while. In the nineties, we used the then-highly-popular ICQ (do you remember?) or MSN, which was around for a lot longer but is now part of Skype. Nowadays, we have Facebook Messenger and WhatsApp, but the principle has remained unchanged: conducting a conversation or sending a short message via (short) text messages.
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How do you successfully outsource digital customer contact?

Dec 19, 2017 by Anthony Carter Tags: outsource live chat

There are various reasons for outsourcing live chat to a specialised company. A common reason is that you do not have personnel that possess the right skillset, or perhaps you simply don’t have time because you’re too busy with other things. To ensure the successful outsourcing of your digital customer contact, three things are important: create a plan, find the right provider and measure results. 
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2016 study: Dutch websites are becoming increasingly available via live chat

Dec 12, 2017 by Anthony Carter Tags: availability, study

Last month, we conducted a study among 135 Dutch websites concerning the availability of live chat. This is the third year that this study was conducted. These websites, varying from webshops and online travel agencies to company websites in a variety of sectors, all offered their visitors live chat in that period. This study revealed that of 27 percent of these websites, live chat was offline during the day, while the live-chat functionality was offered on the site. Last year, this percentage was still at 37 percent; the year before, 42 percent.
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Digital customer contact: outsource it or manage it yourself?

Live chat can be outsourced to a specialised company. This has the most advantages by far, making it the right choice for most companies. But, there are a number of points to be made for keeping live chat in house; control, for example. When should you manage your own live chat and for whom is it more advantageous to outsource? Let’s take a look.  If you have a (large) team of people working for your customer service and live chat is only a part of that, you can train a small group of your existing team to become chat operators, or hire new people to perform this role. For some (large) companies, it can be very important to maintain control over all channels of communication, and to maintain contact with customers themselves. It’s a good idea for them to keep digital customer contact in house. To do this, they should consider the following points:
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Live chat or WhatsApp?

That an increasing number of people are chatting is a given, but which medium is the best? WhatsApp continues to grow, but providing live chat on their websites is starting to pay off for an increasing number companies. So, if you have to make the choice, is it better to opt for live chat or WhatsApp? To make this choice easier for you, we have compared the two media on several important points: the capacity to proactively approach customers, cost, lead generation, conversation history, waiting times, mobile versus desktop (and switching between them), sending automated messages and data collection.  WhatsApp and live chat are both in real time, which means customers talk directly to an employee. This means both are fast and can be used to immediately assist people with their specific problems. And you don’t have to search for customers via these channels; they come to you. This means both communication modes save you time. Despite their similarity in this regard, there are differences between the two options, and it is up to your company to decide which features are the most desirable.
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The do’s and don’ts of implementing live chat

Nov 14, 2017 by Anthony Carter

You would like to start using live chat for your company. Perhaps for your customer service, to generate more leads, or both. There are always a number of essential steps that you must take to successfully implement live chat in your communication strategy. And there are also several essential things that you should avoid. We have listed the dos and don’ts of live chat for you. 
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The power of live chat

Live chat is still relatively new in the digital communication mix, and not all companies are using it yet. However, the number of companies using it is growing, and various large companies have successfully shown that it works. Thus, it is becoming increasingly clear that live chat works, but where exactly lies the power of live chat? Live chat has many advantages and very few disadvantages. We have listed the benefits for both the customer and your company below.  We can summarise the power of live chat briefly: it is fast, direct, personal and non-binding. And the group of people that prefers using online media to contact companies is continuing to grow as more young people enter the customer pool. All this will ensure that live chat will become an unmissable part of the communication mix companies employ within a relatively short space of time. But, let’s slow it down a little. Below, we will go through the advantages point by point.
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