Live chat support has become crucial when it comes to win satisfaction of your customers. It’s happening because of the growing popularity of telework. You can see eCommerce websites, IT support services or back office assistance plugging in with this support, as it can function in one of two ways.
Let’s see how it works in two ways.
- Bot as a virtual assistant
This method is commonly seen on e-shops, wherein the user is on his web journey. Amid that, a live chat window automatically pops up, asking if he needs any assistance. At that point, the user can choose his way from either engaging with a live representative or continuing with his site browsing. It’s similar to having a store manager, asking for any kind of assistance in shopping or selecting the best one.
- Window for live chat
This alternative is commonly seen as a live chat window integrated with the website. The user feels free to take assistance from the chat bot or carry on with the site visit without taking its support. If he chooses the former alternative, there is a button popping on that Window to start having a chat with the remotely located representative. In short, it is the tried and tested method preferred by the best back office assistant companies.
In all, it’s a fantastic way to personalise customer experience. You can show how responsive, responsible and round o’clock available your services are.
But, this integration needs time and resources, which your competencies absorb. This is where choosing to outsource back office services come out in a key role.
Here are a few main reasons about why outsourcing is a good alternative for your business:
- Allow to focus on core
To outsource means deploying a specific task to a professional that can be an outsourcing company or a virtual assistant. This is an incredible option to delegate a specific task to the chat representative who is qualified enough and professional to attend customer’s need attentively.
However, some companies appoint their own reps for personalizing customer assistance. But, the in-house support service team primarily emphasizes on maximizing employee’s efficiency. The assistance automatically turns to secondary level. .
This is where outsourcing wins. In addition to providing the best customer support, it keeps improving their skills, turnaround time and efficiency. The dedicated attention by a subject matter expert makes a huge difference. The wait time greatly reduces and satisfaction level becomes better and better
- Quick to respond
This is what you always want to see when you are serving your customers because it makes their experience outstanding. What if your customers have to wait for a day or two?
Nothing is worse than that. An instant message in response can make them happy. The back office virtual assistants dedicatedly support for being professionally engaged. They have a good hand at typing and responding corresponding to the query. The advanced technology helps them in achieving quick turnaround time while answering efficiently.
Some multinational BPM companies put their professionals on a shared network so that the team leads can figure out their actual efficiency. If they see any error or shortcoming, they provide training on that, which eventually upgrades their skills.
- Trained professionals
Business trends and technologies are changing every hour. But, you cannot tap on each and every change. However, a few skills are what you really have to integrate with. It needs time, money and resources. But, your customers cannot wait for that moment when your reps will be able to cater their requirements.
Here, outsourcing wins an edge. The cutting edge IT infrastructure gets virtual assistant companies connected to the most advanced skills, trends and technologies. Over time, they keep on fostering their support teams, which consistently opt in trends.
This is also true that the customer support executives have to be patient, empathy, smart and quick on responses plus good communication. So, you can have the best assistance out there to be hired as an outsourcing back office assistant for hassle free personalized experience for your customers. Hiring such professionals does not need you to have a big pocket. Neither do you struggle hard for winning trust of your customers, as the deployed company can look after what your customers expect.
