The upsurge of numerous e-commerce portals calls for an effective 24×7 off hours support strategy for your organization. This not only gives you the requisite competitive edge but also retains loyal customers for your business.
Customers remain loyal to organizations that provide instant assistance at the time of need. Organizations which offer products at competitive prices but fail to include website chat support at off hours in their marketing initiatives may loose clients, as well as find themselves facing lot of negative publicity in this age of social media.
Now, having in-house customer support during off-hours can have inherent challenges. You may need to employ new equipment, technologies and support staff to handle these back office operations, besides training and retaining them.
Outsourcing off hours online support to an agency has a plethora of advantages. An outsourcing firm can consult and provide a customized plan for offering live chat during off hours that considerably reduces waiting time and boosts up customer confidence in your business.
Outsourcing allows your in-house marketing team to concentrate on the development and implementation of effective marketing strategies rather than resolving back office issues.
As the customers are in constant contact touch with your live chat executives, issues are resolved faster and customers are quickly informed about various product offers and other important information.
There are certain tricks and techniques that a website owner can follow to leverage maximum benefits of website chat support. It is important to place the chat widget prominently on the website as the buyers require help while making an online purchase from your website.
It is equally important to monitor the peak traffic hours and also the probable time for the customer conversion. The design and compatibility of the live chat button is also very important for seamless functioning of website chat support at off hours.
The efficiency of the website chat support at off hours can be considerably affected by asking your live chat outsourcing firm to train its live chat support agents about your products and services and the various functionality of live chat. Effective client dealing can be a major decisive factor in driving higher buyer conversion rates for your product or service.