One of the easiest ways to lose customers in today’s race to compete with much larger and heavily resourced companies is to not have enough manpower to provide excellent customer service 24/7. At Support Llama, we realize uninterrupted live support is absolutely vital to market survival, but it also means significant financial investment and staff resources on the company’s part. Luckily for you if you’re managing a business, this is exactly what we do: our live chat agents provide seamless live chat support as a service that fits each company’s needs, brand, and voice.
You’re probably asking yourself:
Why Should We Consider Outside Help and Outsource Live Chat Agents? We Seem to be Doing Fine.
“Fine” isn’t good enough, at least not for us. Training staff to effectively cover live customer support can be time consuming and, in the end, not entirely worth it. Support teams are already trained to respond professionally and appropriately, according to the brand voice, and we spend the extra time going through a five day on-boarding process so we can learn everything we possibly can about a company. In other words, we’re acting as an extension of you and your staff. It’s not just the chat conversation itself, we want overall excellence, so we have quality assurance guarantees. Really, after our on-boarding process, there’s a seven-day free trial to make sure we’re a good fit. No one should be stuck with a service they’re not happy with.
Also, if you haven’t done it before, training staff can be a daunting process, particularly with new technology and constant progression in online programs. When you outsource live chat agents, you free up time to focus on other important issues, like your product lineups. Our technical training for our agents is immersive and based on you to ensure our staff is indistinguishable in voice and ease of use for the tech platform. “Indistinguishable” in that we work to capture your company’s vibe and voice, but also, we try to improve on it in every way we can. We want the customers to feel supported in ways they haven’t felt supported before. No one should be giving up on their live chat because it’s taking too long or the person directing it doesn’t seem to know what they’re doing. Hence our bootcamp on-boarding process. We want companies to be successful; we want to be successful too.
Can’t We Cover This Ourselves?
The answer to that is, maybe. The goal, we assume, is growth. Happy customers leads to growth. Unprecedented growth tends to leave gaps in the system. That’s why Support Llama grows with each company. We scale our team to meet the workload as each business thrives and expands. This means a significant potential increase in sales and customer trust, which is what every company is aiming for (at least we think so). Trust is hard to maintain and can only continue if we’re always there for our customers. Live chat agents ensure that there will be.
Is Live Chat Support Specifically Really This Important?
In case you weren’t aware, live chat has become the leading digital contact method in today’s consumer industry. If it’s that important, why would anyone leave it to chance instead of hiring 3rd party live chat support? You’re not sure? We don’t know why they would either. Outsourcing live chat support has so many benefits and ensures the elimination of overlooked training needs or hourly staffing. Basically, it frees up time for each business while ensuring quality, and time is precious.
Studies have shown that customers who utilize a store’s live chat are generally three times more likely to make a purchase. Would anyone really want to turn that down? That’s reason enough to call in 3rd party live chat support. However, it does come with a caveat if you’re looking into various, cheaper options. No one likes talking to an “intelligent” chatbot. This shouldn’t be news, everyone at this point has been the frustrated customer attempting to explain something slightly more delicate to an “intelligent” automatic computer response system. Artificial Intelligence programs still don’t have the same satisfaction rates as live, breathing people. Customers still want to take their concerns to actual humans who can understand and potentially sympathize with them. This is what should be focused on, and our constant goal: personalized service.
A side note, we are definitely not robots, thankfully, and to maintain our high-quality standard, we are US based, focusing on US-based companies, employing only native English speakers. Support Llama sets standards high because we want to offer the best and not just be another basic option for outsourcing live chat support. What we are not is a generic call center with the same training and responses for every business. Increased and improved interaction with the customer base is supposed to be the perk of using a third-party team. That’s where our focus lies. Which takes us to our next question.
Why Us Specifically? Why Support Llama?
Aside from our fantastic company name, we provide multi-channel support and cater to unique business demands. Is someone simply looking for live chat support as a service or is their business also growing enough to need phone support personnel and someone to sift through online reviews and take the time to respond to each one personally? How many customers would reach out if there was provided assistance on Twitter or Facebook? We can cover all of these: live chat, email, phone support, Twitter, Facebook, and a handler for review pages.
Every one of these platforms engages more people and builds that base of content patrons. We follow the company’s lead that we’re working behind. They’re in charge, and our live chat agents are here to support in every way they possibly can.
Are There Other Benefits of Outsourced Live Chat Support?
Why yes, glad you asked, there are several.
If there’s any uncertainty about the bonus free time, feel free to look at the estimated hours on our main website page for current clients who have cut down. We’re estimating 3,500 hours with more than 120,000 support responses. What could be done in all those extra hours? That’s for you to imagine.
Fewer abandoned carts is definitely a gamechanger as well. When customers are confused or uncertain, they tend to leave the items in their cart and abandon the entire purchase. Having support on hand to ensure no one is uncertain about prices, deals, sizing, shipping, etc. is enormously helpful. When we also know that anyone who interacts with live chat is three times more likely to buy, as we mentioned before because it’s a major uptick, having a service like this can be quite the sales bump. Plus, a conversation can lead to more items being purchased, which is always ideal, the same as in a store. Having someone available to make suggestions, offer reminders of deals or products, or really just guide customers to the correct page is genuinely priceless. It imitates a store experience without anyone having to set foot in a store, while being just as accommodating, kind, and helpful—which is key, because so much of the consumer industry is headed towards online purchasing only. It’s growing like crazy and only continues to do so.
Also, it means companies aren’t draining their current staff. Support teams will be there around the clock, ready to work. That’s quite the stress load relief.
In Summary, What Are We Really Saying?
We believe it’s important to seriously consider outsourcing live chat support. It can ultimately establish rapport for brands and build extensive customer bases who are loyal, because they know someone will always be there to help. We do encourage looking up information about AI vs. specialized chat assistance programs. It’s good to know exactly how using a personalized service offers more benefits than a cheaper, robot chat. The initial pricing might seem steep, but the financial benefits far outweigh the extra investment, plus the time it frees up not having to deal with customers upset by incapable robot help when something goes wrong. We also encourage businesses to be wary¬—not every chat service offers the full range of hours, services covered, or the personalized emphasis.
Hopefully this offered a clearer picture of what outsourced live chat support can do for companies. Honestly, who wouldn’t benefit from substantial customer service improvement?