Turbocharge your customer services through managed live chat

Managed live chat is a service whereby your website’s chat facility is powered and operated by an external team, not employed by you, who are fully trained in your business’ offering. As queries come in – whether they’re from customers, potential customers, or other business contacts – your allocated team will handle questions in a professional manner that provides a solution to the client.

It’s a groundbreaking service that can help businesses of all shapes and sizes turbocharge the level of customer service that they provide. In this article, we look at how.

An instant team

If your business has only just started up or is a bit of a side hustle, you’re unlikely to have a team behind you. You are the CEO, product manager, head of finance, and yes – the customer service department.

However, with a managed live chat service, you can remove this last duty from your extensive list of ongoing tasks, as you will immediately gain access to a professional customer services team – made up of real people – who can help handle your incoming queries.

• See more: How Bizik’s diary management works

This frees you up to take care of the extra jobs necessary for growing your business or, if the business is a side hustle endeavour, look after your other responsibilities, such as doing your full-time job.

Help for your existing team

A managed live chat service is not necessarily an alternative to having an in-house customer service team. If you currently have a team in place who are doing a fantastic job in catering to your customers’ needs, a live chat service can provide extra assistance to these people.

Consider those frequently asked questions that your team are constantly fielding, which take up valuable time and prevent them from helping with more complex issues. A managed live chat service can take on the burden of the common queries that you receive.

Or what about those particularly busy times of day, when you’re inundated with question after question – or lunchtime, when your agents should ideally be on their break? A managed live chat service would be able to help.

Convenient for your customers

Everyone is different. Some customers simply want to pick up the phone and speak to someone, while others would prefer to do everything online. For the latter audience, a live chat facility represents a quick and easy way to reach out to a business.

Live chat is perfect for people who are on the move, as they can drop in and out of conversations as and when is convenient for them. When further contact is required, the inbuilt systems mean they don’t have to waste precious time repeating themselves – everything is at the agent’s fingertips.

Furthermore, when English is not a customer’s first language, a managed live chat system can help translate what they are typing, allowing for a seamless conversion that helps them build a connection with you and your brand.

Phenomenal quality of service (for you and your customers)

A good live chat provider will only employ people who take customer service seriously – passionate individuals who strive to deliver the best experience to your customers.

Once the team at your disposal has been fully trained in your products and services, not only should they be able to provide satisfying solutions to your customers’ needs, but they will also be outstanding advocates for your business, representing you and your business in the best possible way.

Simply put, you’ll be given customer service experts who are soon-to-be experts in your business, and you’ll be proud to have them as part of your team.

It gives you the trust factor

By having a live chat widget installed on your website, you are clearly demonstrating to prospective customers that you want them to get in touch – “Yes, we do have a customer service team, please contact us”.

It’s an instant invitation to start up a conversation and goes a significant way in showing that you can be trusted.

You are not hiding behind a hard-to-find email address that may or may not be responded to, or an obvious bot that only provides basic assistance. You are front and centre, providing the means by which a real person can communicate with you.

Furthermore, live chat is synonymous with swift response times, pushing home the fact that a customer service team is present. Your business is not a faceless entity, there are people ready and waiting to help.

So there you have it

That’s how you can use a managed live chat to turbocharge your customer services. Thanks for taking the time to read this article. Please leave a comment if you have any questions and we’ll get back to you shortly.

Are you interested in discovering more about how your business could use a managed live chat service? Find out about Bizik’s Managed Live Chat Service now.