Outsourcing Live Chat offers access to a reliable team well-versed in handling customer service. It leaves end-user support to the experts in the field, resulting in a better focus on the core of the business.

To win over potential customers and encourage customers to keep returning, having a skilled Live Chat team makes a huge difference.

Let’s quickly review some of the fundamental abilities to look out for in outsourced Live chat agents:

Knowledge of Customer Support Etiquette

Live Chat is often initiated by website visitors. Hence, the website’s Live Chat has to be manned by a team that is well-versed with Customer Support etiquette. This involves treating customers and potential customers well and attempting to exceed their expectations.

In fact, this helps the business build strong relationships with potential clients.  Studies have shown that over 42% of consumers tend to switch brands when they are not satisfied with customer support.

Live chat agents who follow the set guidelines for customer support etiquette are able to establish a professional tone and deliver service as per the business’s standards.

Fast Response Time

Studies have shown that most customers and potential customers are unlikely to wait longer than a minute for an answer from a Live Chat Agent. A critical skill to look for in an Outsourced Live chat agent is Fast response time.

In fact, agents who offer a reply within 30-45 seconds of receiving a query have a higher chance of forming a strong bond with their website visitors. Ultimately a short response works in the company’s favor.

Management of Customer Support Workload

Managing customer support during peak hours is an art in itself. Live chat agents have to manage the customer workload without an increase in customer response time. So it is essential to ensure that the outsourced Live chat agents can manage multiple chats.

Furthermore, they have to be able to collaborate well with their team members and transfer complex chats to the right agents.

Problem Solving Skills

Website visitors initiate the Live chat looking for a solution to a problem or a query about the services or products on the website. Live chat agents with problem-solving skills are valued highly in the Outsourcing industry. For instance, the Live chat agents at Bobcares are able to give each customer consideration and reply to each query optimally as well.

Problem-solving abilities enable live chat workers to provide customer support that can deepen relationships with both current and potential clients.

A Touch of Empathy

Empathy is an integral skill in the customer service arena. Live chat agents have to be empathetic while dealing with customers. This entails taking a personal approach and demonstrating that the company values current and prospective clients.

Customer service agents benefit heavily from listening closely to the visitor’s query and resolving conflicts quickly while making them feel valued at the same time.

While these skills are critical in outsourcing Live chat support services, there are several more skills to look out for. For instance:

• Open to new ideas
• Willing to work with the website visitor to find a solution to their query.
• Excellent data entry skills
• Multi-tasking abilities

The quality of the Live chat service currently offered can be determined through customer feedback.

The feedback can be gathered either via post-live chat surveys or through chat ratings. This offers a quick peek into how the website visitors perceive the service offered by the outsourced Live chat agents.

Based on the responses the outsourcing company can make appropriate changes to improve the experiences of the website visitors with the Live chat agents. With so many live chat benefits for customers, outsourcing is a smart move for businesses, big and small.