What Your Customers Expect From an Outsourced Live Chat Service

When it comes to providing excellent customer service, it is important to put yourself in the shoes of the customer and really consider what their experience is likely to be. What really matters to the customer? What is likely to annoy them? What is likely to make them happy? Before you begin to build your customer support infrastructure, it is important to really envision your customer journey and to consider each of their points of interaction with your company.

Customer support is supremely important for company/customer interactions. It is a lot for most companies to keep up with internally, which is why most turn to a customer support outsourcing company like (v)WeCare. At (v)WeCare we support our clients by offering them call center support, email support, live chat support, social media support, and more. Each of these communication methods is unique and customers will come to them with different expectations. For example, customers are generally going to expect faster answers from live chat support than they will from email support.

Below is a list of expectations your customers are likely to have of your outsourced live chat services. In each point we highlight the customer’s expectation, and how (v)WeCare can deliver on it.

●     Customer’s Expectation: The customer expects to be speaking directly to the company in question. Generally speaking, they do not want to even know that their support is being outsourced.

How (v)WeCare Delivers: When you hire (v)WeCare for chat support services, we will conduct internal training on your industry and your company. We approach each interaction as if we are an agent of your company. We do not disclose that we are outsourced, as it does not hinder our ability to solve customer problems.

●     Customer’s Expectation: Immediate answers. When a customer opens up a customer support chat, it is usually because they have encountered a real-time issue and they expect a real-time solution. Ideally, chat support fits seamlessly into the customer’s journey. 

How (v)WeCare Delivers: Our chat support agents are available 24x7, and we work hard to meet our service level agreements. Our agents are trained to answer chats quickly and to resolve customer issues efficiently.

●     Customer’s Expectations: First-contact resolutions. No one wants to revisit customer support again and again in order to resolve an issue. When people reach out to customer support, they are generally already frustrated and just want their problem solved quickly.

How (v)WeCare Delivers: We cannot guarantee first contact resolutions, but we can set ourselves up to deliver it most of the time. Our agents are equipped with chat that connects them with back-office reps, so if they don’t know an answer themselves they can find it quickly. If there is an issue we truly cannot resolve in the moment, we have escalation procedures in place which ensure that the customer does get the support they need quickly and efficiently.

So if you are considering outsourcing live chat support, consider (v)WeCare. We know what your customers expect from this type of service, and we deliver fantastic customer support to dozens of clients every single day.