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Why would you outsource live chat?

Outsourcing live chat can be an important decision, Outsourcing a part of your company is an important decision in and of itself. We understand this very well. However, to achieve the best sales for your business and create the best experience for your customers, you will need to consider outsourcing to experts. One of the areas of your company which we feel you should outsource is the management of live chat. This article addresses one of the main reasons why you should outsource live chat to a professional team of operators like ours. If you want even more reasons, simply start a chat with one of our operators and see how excellent they are. In the past, the phone was not always used as a sales and customer service tool. Once sales and customer service call centres first came onto the market, it was not about picking the right phone, but about hiring the right people to exploit the technology to its full potential. The phone itself did not generate additional sales or an excellent customer service; the employee using the phone did.
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2014 study: 42% of studies websites are not available via live chat during the day

During the first two weeks of this month, we have studied the availability of live chat on 108 Dutch websites. These websites, ranging from webshops and online travel agencies to company websites from various industries, all offered live chat to their visitors in that period. This study showed that live chat was offline during the day on 42% of the websites. In many cases, the website indicated that no employee was available online. It surprises me that more and more websites are indicating they have live chat, but that the employees of those companies are not available. It is like being a customer walking into a store, but nobody is there to help you. It seems that the companies behind these websites do not have sufficient staff to continuously operate the live chat. Of the studies websites, almost three quarters were not accessible via live chat in the evening, while during the weekend, as much as 88% were inaccessible.
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Outsourcing live chat – an investment or a cost item?

Jul 18, 2017 by Anthony Carter Tags: Outsourcing live chat

For a company, live chat is a sales tool that offers many more benefits than just support and promotion of the company. You will be amazed to know that over 42% of customers prefers communicating via live chat when shopping online. Online businesses are increasingly recognising the value or live website support; that is why most entrepreneurs want it on their e-commerce website. Before you place it on your website, make sure you know that live chat is not just about software, but also about live chat operators. It sounds simple, but sometimes companies do not have the time, money, resources, and expertise to implement effective live chat on the website, and small errors can turn the live chat experience into a disaster. Outsourcing appears to be the solution, because you can easily get a team of live chat experts that can be trained to function as an extension of your existing customer service team. One might argue that outsourced live chat operators are a major cost item for the business, meaning an entrepreneur should not consider this option, but experts in business operations say that it is a cost item with a return, so it should be considered an […]
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Boost your live chat channel tips

Perhaps you’ve been using live chat for some time without achieving the results you’d originally envisioned. If so, there are a few things you can do, amongst which, leaving things as they are now. But, if you would like to optimise your live chat channel and achieve better results, continue reading, because below, we will tell you all about the best way to give your live chat channel a real boost. 
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