Outsourced Live Chat Support Services
Outsource your live chat support with Bobcares. We provide outsourced customer chat service for online service providers with immediate and personalized responses to customer queries.
Boost your customer support with our 24/7 Outsourced Live Chat Support Services today!
How we help
Technical support
Our team helps customers resolve a wide range of technical issues in all common internet technologies.
Emergency handling
Your customers get immediate response and continuous updates about service outages.
Low hold time
Each chat is taken within a few seconds, giving your customers instant access to support.
Personalized responses
We do not use canned replies. Each response is personalized to address the customer’s specific question.
Friendly, patient assistance
We walk customers through the resolution steps, which improves customer engagement and stick with them until it’s confirmed as working.
Quick resolution
By using tried and tested troubleshooting steps, issues are resolved within 15 mins on average.
Account subscription support
Your customers get 24/7 assistance in subscription management issues such as service renewal, upgrades, etc.
Pre-sales support
We help you maintain a 24/7 sales desk where pre-sales queries are answered with convincing solutions.
Supported technologies
We support online businesses that include digital marketers, web hosts, data centers, SaaS companies, and more. With the wide scope of industries & companies we assist, we support a lot of technologies, both widely used & niche software. See all supported technologies.
How it works
We deliver 100% white label live chat outsourcing support by answering your customer’s requests using your support systems(we’ll help you set it up if you don’t have one). We offer live chat service and all responses in live chat customer service are customized to reflect your company name, not ours.
Live Chat Support Challenges Impacting Your Business
Understanding Customer Needs
Every customer is different and their problems can be different. Moreover, customers want quick responses to their problems. Outsourcing your live chat support to a professional can ensure that the customer needs are identified and appropriate solutions are given on time which further improves customer satisfaction.
Serving many Customers at Once
Giving chat support to multiple customers can be a hectic task and may lead to burnout and decreased productivity. One way to deal with this issue is to outsource your chat support, as they are experts in serving multiple customers and have adequate knowledge and experience in handling customers.
Lack of Tools
Having the right tools to manage your chat support is an important factor as it may affect your process. Bobcares has the right tools and software that give your customers a positive experience and customized support.
Hiring more Support Teams due to increased Demand
During peak traffic times, businesses will be forced to hire new staff for chat support to handle the volumes. Hiring and training additional staff will be costly and time-consuming. Outsourcing your chat support provides flexible scalability options according to the chat volume.
The Bobcares difference
Assisted by Engineers, Computer Science graduates
At Bobcares, your business will be helped by certified Computer Science Engineers with extensive knowledge about servers, operating systems, networks and DevOps.
100,000+ servers supported
Over the past 20+ years, Bobcares has backed over 100,000 servers through remote server monitoring tool, real time assistance, and data centers. We achieved this growth by treating the business of our customers as our own.
Certified by Cloud Service Providers
Bobcares continues to ensure that all our engineers are certified with emerging and highly used technologies. Bobcares has AWS Certified Solutions Architects, AWS Database Specialists, Google Cloud Architects as well as GCP Security and Network Engineers. We’re the most recognized and reviewed provider of server management with these certifications.
Market leader for 20+ years
Bobcares has a legacy for Outsourced Support. Since 2001, we established all the important benchmarks in quality technical support such as fast responses, dedicated staff, and more.
Located in Phoenix, USA and Kochi, India
We run our front-line phone support operations from Phoenix, AZ with an all-American team, and the backend help desk support & server management from Kochi, India. This helps us reduce total service cost while not compromising on quality.
ISO 27001, ISO 9001 certified support quality
We’re committed to delivering top-notch service quality as well as doing it in a highly secure fashion. Our experts analyze hundreds of tickets per month to continually improve technical support quality. Accompanying that, we chose the toughest security standard for the hosting industry, ISO 27001:2013, to protect your customer data, server logins, service agreements, and more.
Why Outsource Your Live Chat Support ?
Save a Lead
You will never miss a lead if you outsource your business to a live chat service provider.
Focus on Your Other Core Tasks
You can save your time for other important matters if you outsource your chat support.
Knowledge Expertise
All your client interactions will be handled by experts that excel in customer service.
24/7 Availability & Prompt Response
Outsourcing your live chat services will provide you with 24/7 customer support and prompt response that delights the customer.
Profitable
Outsourcing your live chat services will save your employee and set up costs and help you to run your business smoothly.
Build Customer Relationships
With live chat outsource support you can nurture your customer relationships in a better way than others who lack them.
Data-Driven Insights
Outsourced live chat support comes with advanced reporting features that provide insights into customer preferences and issues faced, allowing businesses to make vital decisions.
Improved CSAT Score
Outsourcing assures your customers receive rapid responses to their queries, thus making customers feel seen and heard and leads to a higher CSAT Score (Customer Satisfaction Score).
F.A.Q.
Frequently asked questions
What is outsourced chat support?
Outsourced chat support refers to the use of third-party services like outsourced live chat operators to provide assistance to customers through call center, chat or messaging platforms instead of having a full time in house live chat team.
How does the service work?
Outsourced chat support typically involves a company designating its customer support needs to live chat outsourcing companies. Customers can contact the provider through chat or messaging platforms to receive assistance with their inquiries or issues. The provider will have a customer service team of trained support agents.
What are the advantages of outsourcing chat support?
Some advantages of outsourcing chat support include cost savings like hiring and training in- house staffs, the ability to provide round-the-clock support, and the ability to scale support as needed. It can also allow companies to focus on their core business operations while still providing high quality customer experience unlike the automated live chat software.
Can I customize my live chat outsourcing service?
Yes, With our tailor-made plans, we can customize the services and come up with a chat solution to meet the specific needs and requirements of your company.
Apart from chat, we can also provide support through social media, email and phone.
Click here to leave a message about our requirements and we will get back to you as soon as possible.
How can outsourced live chat support improve customer service?
Outsourced live chat support empowers customer service in various ways: It practically reduces the waiting time, as responses are instant, and the queries of customers are addressed rapidly, reducing their concerns and providing them with a better experience.
- Quick Solution: Skilled support agents can diagnose and fix issues quicker and can save a lot of downtime.
- 24/7 Availability: Many outsourced live chat services ensure 24/7 support so that customers want help with anything at any time, independently of their time zones or business hours.
- Cost-Effective: Outsourcing live chat support could be more cost-effective than keeping an in-house team since this diminishes overhead costs connected with staffing, training, and infrastructure.
- Scalability: Outsourced live chat services can scale up or down with demand very easily. This enables the efficiency of customer service during peaks without using more resources from within the company.
- Multilingual support: The process provides access to a multilingual team that can serve customers across the globe and breaks all kinds of linguistic barriers better.
- Expertise: Quite often, outsourced providers have specialized training programs and highly experienced agents who can handle a wide range of customer issues with functionality and speed, further enriching the quality of support.
- Focus on core business: By outsourcing live chat support, a company can free certain internal resources to focus on core activities such as the development of products and strategic growth while ensuring that customer service remains at the top.
In summary, outsourced live chat support enhances customers’ service through the provision of quick, efficient, and round-the-clock support services, hence increasing customer satisfaction and loyalty.
What industries benefit from outsourced live chat support?
1. E-commerce:
Helps customers with product inquiries, order tracking, and returns, enhancing their shopping experience.
2. IT Services:
Provides immediate help with software issues, troubleshooting, and technical guidance.
Assists clients with service inquiries, support tickets, and technical escalations efficiently.
3. Web Hosting:
Offers quick support for server-related issues, downtime, and configuration problems.
Helps clients with account management, billing queries, and service upgrades.
4. Telecommunications:
Handles questions related to billing, plan options, service disruptions, and new connections.
Provides immediate assistance with device setup, network issues, and troubleshooting.
5. Healthcare:
Assists patients with appointment scheduling, medical queries, and telehealth services.
Aids in handling billing inquiries, insurance information, and patient records management.
6. Financial Services:
Supports customers with banking inquiries, transaction issues, and account details.
Provides immediate assistance for reporting and resolving fraudulent activities.
7. Travel and Hospitality:
Helps customers with booking inquiries, cancellations, and itinerary changes.
Addresses customer concerns about travel arrangements, accommodations, and services.
8. Real Estate:
Assists potential buyers and renters with property details, viewing schedules, and real estate queries.
Provides ongoing support for existing clients regarding property management and contracts.
9. Retail:
Helps customers with detailed product descriptions, availability, and recommendations.
Assists with order placements, tracking, and post-purchase support.
10. Education:
Supports students with enrollment processes, course information, and academic inquiries.
Why should I use live chat outsourcing for my business?
Live chat outsourcing solution can be a cost-effective solution for companies, as it allows them to focus on their core business operations while still providing quality customer support. It can also help companies manage spikes in customer inquiries and provide round-the-clock assistance.
Is live chat outsourcing effective?
Yes. outsourcing customer services can be effective when the provider is well-trained and able to provide timely and accurate assistance to customers. It is important for companies to carefully consider their options and choose a reputable provider that can meet their needs and provide high-quality support.
How do I choose a provider for outsourced chat support?
When selecting chat outsourcing companies, it is important to consider factors such as the provider’s reputation, knowledge base, the quality of their customer support team, and their ability to meet the company’s specific needs and requirements.
At Bobcares, we have more than a decade of experience in support outsourcing and in managed live chat solutions.
Can I track the performance of my outsourced chat support team?
Yes, we have set KPIS to track the performance of live chat agents through different live chat channels. As a customer service team, we believe, this will improve the overall effectiveness of the process. These may include metrics such as response times, customer satisfaction ratings, evaluation of chat transcripts and resolution rates.
Why should I choose Bobcares for outsourced live chat support?
1. Expert Professionals:
Trained Support Professionals: Bobcares employs highly trained and qualified support professionals, who have discrete experience in fixing the most diverse customer inquiries and issues.
Continual Training – Our team undergoes continuous training concerning the industry’s latest trends and also the best practices of customer service.
2. Availability:
Round-the-Clock Support: Bobcares shall provide live chat support round the clock; thus, it is guaranteed that they shall get proper support service at any part of the time during the day or night.
Global Coverage: We provide 24/7 service so our customers won’t experience any disruption in serving buyers across time zones.
3. Customized Services:
Custom-made Solutions: We work closely with your business to understand your needs and goals and offer customized live chat support solutions to the objectives of your ventures.
Brand Representation: Our support agents are trained to accurately represent your brand and ensure that every interaction reflects the values and standards of your company.
4. Quality Interactions:
Customer Satisfaction: We achieve customer satisfaction through our high-quality interactions.
Efficient Issue Resolution: With our domain expertise we help resolve customer issues effectively and quickly.
5. Cost-Effective Solutions:
Reduced Overhead: By outsourcing live chat support to Bobcares, you can considerably curtail operational costs since you don’t need to spend on additional infrastructure or staff training.
Scalability: Scaling up or down of services, as per requirements, is easy, while there are no hassles concerning the recruitment and training of new personnel.
6. Advanced Technology:
State-of-the-Art Tools: We can provide smooth and efficient support with the latest live chat tools and technology.
Analytics and Reporting: Get actionable insights with our detailed analytics and reporting, underlining customer behavior for the betterment of services.
In other words, outsourcing your live chat support to Bobcares is the answer when wanting expertise in a consciously available company, tailored service, and high-quality interactions that will represent your brand.
How do I monitor the performance of the live chat support team?
1. Regular Performance Reports:
Detailed Analytics: Bobcares gives full-featured performance reports on various activities of the live chat support team.
Key Metrics: These include vital metrics like response, customer satisfaction scores, and the rate at which issues are resolved.
2. Response Times:
Average Response Time: Understand how fast the live chat support team responds to customer queries.
First Response Time: Time taken for the first response to customer questions
3. Customer Satisfaction:
CSAT Scores: Measure consumer satisfaction based on feedback and customer ratings after their interaction.
Customer Feedback: Analyze the qualitative feedback for areas of improvement and positive highlights.
4. Issue Resolution Rates:
First Call Resolution: The number of issues resolved in the very first interaction with the support staff.
Resolution Time: This measures the average time an issue is brought to resolution from when it was initially reported.
5. Chat Volume and Trends:
Chat Volume: This is the count of live chats managed by the support team for a specific period.
Peak Times: Identify trends and the peak times when chat volume is at its highest to ensure that there are adequate employees or levels of staffing .
6. Agent Performance:
Individual Metrics: Track performance by each agent through response times, resolution rates, and customer feedback.
Training Needs: Pinpoint areas where agents perhaps may need additional training or support.
7. Quality Assurance:
Chat Audits: Audits of live chat sessions should be carried out on a regular basis to ensure the quality benchmark is met.
Best Practises: Best practice for Customer support to be established and compliance monitored.
8. Real-time monitoring:
Live Dashboards: Multiple live dashboards for monitoring live chat sessions in progress, the availability of agents, etc., in real-time
Immediacy of Interventions: Supervisors should be in a position to intervene in a conversation during periods of high traffic/complex enquiries
9. Benchmarks for Performance:
Industry Standards: Measure your team’s performance against industry benchmarks of effectiveness.
Internal Benchmarks: Have internal benchmarks and objectives for betterment.
10. Continuous Improvement:
Regular Review Meetings: Regular review meetings to discuss insights and areas for improvement.
Action Plans: Action plans should be drawn out based on the performance charted to improve upon the quality of the overall support.
With the rich, see-through reporting system of Bobcares, it gives a user all the tools needed to effectively monitor and assess the performance of your live chat support team.
Bobcares services are rated highly
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