Live Chat

Solve Customer Issues Faster While Reducing Costs

If you don’t have live chat, you probably would like the help but worry it will leave your customers more frustrated than if they hadn’t initiated the chat in the first place. This is understandable—we’ve all had bad support experiences from live chat agents that seem little better than bots. This is simply the result of inadequate training, which we eliminate by ensuring our remote live chat experts are incredibly well trained in technology, culture, and proper communication. Live chat is synonymous with outsourcing, so you won’t be short of options, but you will be short of high quality options. Poorly trained humans on the other end of your customers’ inquiry about a problem, without even the ability to explain it clearly due to communication barriers—this is not a situation you want to trickle down over the reputation of your brand. Our remote live chat experts are tech savvy, highly trained, communicate clearly and understand the cultural leanings of your customers. Simply put, they click right into place, leaving your customers happy with their resolutions in an amount of time that doesn’t leave them wondering why they initiated a help chat in the first place.

Solve Customer Issues Faster While Reducing Costs

If you don’t have live chat, you probably would like the help but worry it will leave your customers more frustrated than if they hadn’t initiated the chat in the first place. This is understandable—we’ve all had bad support experiences from live chat agents that seem little better than bots. This is simply the result of inadequate training, which we eliminate by ensuring our remote live chat experts are incredibly well trained in technology, culture, and proper communication. Live chat is synonymous with outsourcing, so you won’t be short of options, but you will be short of high quality options. Poorly trained humans on the other end of your customers’ inquiry about a problem, without even the ability to explain it clearly due to communication barriers—this is not a situation you want to trickle down over the reputation of your brand. Our remote live chat experts are tech savvy, highly trained, communicate clearly and understand the cultural leanings of your customers. Simply put, they click right into place, leaving your customers happy with their resolutions in an amount of time that doesn’t leave them wondering why they initiated a help chat in the first place.

Benefits of Live Chat Support

How live chat helps is quite clear, but it has such a checkered reputation that it’s hard for decision makers to get on board.
Maximize Sales & Conversion Rates: Live chat isn’t just for troubleshooting, it’s also for customers who are on the fence about making a purchase. For customers who aren’t converted by your website and need more nurturing, live chat can go a long way. Having a real person from your sales team or support staff discuss a potential sale with a customer increases conversion by providing time to overcome objections and propose upsells.
Reduce Costs: Managing a call center and training employees to offer live support is time consuming and costly. Our remote live chat experts can process several chats at one time, meaning your customers have their issues resolved in less time. Referred to as chat concurrency, it’s the key to driving down costs through efficiency. The key is keeping quality extremely high at the same time, which our remote live chat experts ensure they do.
Identify Customer Pain Points: Usually only one type of team member hears about any one difficulty a customer is having. Information silos—where employees intentionally don’t share information out of their department—are common. Live chat experts however usually have access to the full case history of a client, allowing them to understand the big picture of each customer’s story, from pain point to pain point.

Why Hire SkyeDesk for Your Outsourcing

Flexible Contact Methods

 We understand that live chat support doesn’t always literally mean using a chat window. Some customers prefer calling or emailing, or these methods are simply easier for them to use while busy in the middle of their day. While competitors may force customers to use a certain method of contact, we are available via a multitude of channels so that we can help the most people in the least amount of time.

Enjoyable Mobile Experience

Live chats sometimes don’t work well on certain mobile devices—chats may close or freeze, users may become disconnected from the live chat support agent helping them. When a customer needs help, the last thing you want is them feeling more frustrated than they already are—after all, they are seeking out help from a live chat agent for a problem in the first place. We make sure our chat functionality is robust and user friendly across a multitude of devices.

Enjoyable Mobile Experience

Live chats sometimes don’t work well on certain mobile devices—chats may close or freeze, users may become disconnected from the live chat support agent helping them. When a customer needs help, the last thing you want is them feeling more frustrated than they already are—after all, they are seeking out help from a live chat agent for a problem in the first place. We make sure our chat functionality is robust and user friendly across a multitude of devices.

No Time Zone Issues

We understand that people live in different time zones and that this causes friction when a professional can’t be reached when needed. That’s why we assign remote live chat experts that sync up to your time zone. There’s no point in hiring live chat support agents who only provide call backs.

Smart ChatBots

Live chat is usually supported by chat bots to an extent. For example, the simplest, most common questions are answered by chat bots. These bots act as a triage for customer inquiries, weeding out the simple calls and leaving the complex cases for the higher help tiers. Often called Tier 0, bots send questions to Tier 1, who send them to Tiers 2 and 3.

Smart ChatBots

Live chat is usually supported by chat bots to an extent. For example, the simplest, most common questions are answered by chat bots. These bots act as a triage for customer inquiries, weeding out the simple calls and leaving the complex cases for the higher help tiers. Often called Tier 0, bots send questions to Tier 1, who send them to Tiers 2 and 3.

The SkyeDesk Difference

It’s difficult to trust that live chat will help your customers to the level of quality that you like. And it’s also hard to believe that it’s not going to take a lot out of your team to get trained up on interacting with a new technology, but these concerns are both eliminated by SkyeDesk. Our experts provide live chat support that rivals your onshore expectations. Call us today to save over 70% off your operational costs.

The SkyeDesk Difference

It’s difficult to trust that live chat will help your customers to the level of quality that you like. And it’s also hard to believe that it’s not going to take a lot out of your team to get trained up on interacting with a new technology, but these concerns are both eliminated by SkyeDesk. Our experts provide live chat support that rivals your onshore expectations. Call us today to save over 70% off your operational costs.

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