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Case study: Kroftman gets great results with our Managed Live Chat

Feb 20, 2018 by Anthony Carter Tags: case study

That outsourcing live chat reaps rewards is something we already knew at LiveChat Pro, but a recent study into one of our customers has restated the fact. Kroftman Structures approached us with a request to increase the number of leads generated by its website’s visitors, without this costing too much time and money. We wrote a case study so that you can see exactly how this was achieved.
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Three goals for which you can employ live chat: service, conversion and leads

Many people purely consider live chat a customer-service tool. This is unsurprising, because it is certainly highly suitable for this (if not more so than other channels). But, live chat can also be used to assist companies in other ways, such as increasing conversion rates or generating leads. Regardless of how they use live chat, it can be used to generate tremendous results, if used in the right way.
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The power of hybrid outsourcing: partially outsource your live chat

If you’ve made the decision to start offering with live chat, you will be faced with the following question: am I going to outsource or manage everything myself? Both methods have their own advantages, which means the choice isn’t always easy to make, but have you considered that it is also possible to partially outsource live chat, while maintaining control over it yourself? This type of “hybrid outsourcing” is the ideal solution for many companies, and can assist them in achieving their goals (faster). 
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Use six questions to determine whether it would be better to outsource your live chat

Jan 30, 2018 by Anthony Carter Tags: outsource live chat

For many companies, outsourcing live chat has many advantages and few disadvantages. However, it should be noted that this doesn’t apply to every company. To determine whether outsourcing live chat is a good idea for your company, you need to look at different aspects of your company and the extent and type of the customer service you provide. Whether you choose to outsource it or not, adequately setting up your live chat is always important. Ask yourself the following six questions and you will quickly find out whether outsourcing is the best option for your company. 
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Give live chat a second chance with these tips

Live chat can be an important addition to your communication strategy, can save you a lot of money and even generate money for you. Sadly, not all companies have only success stories to share about live chat. There are companies that tried live chat in the past, but which did not achieve the desired results. There are various reasons why this might be the case. Have you ever tried to employ live chat in the past, but with limited success? Read what might have been the cause below, why you should give live chat a second chance and how you can make it into a success this time around. 
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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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