A business must show its presence, whether physically or through live chat support. Numerous studies have shown that live chat improves website UX, user experience, and conversation rate. You have to provide your website visitors with the answers they seek – at the moment, 24/7. 365 days a year. If you don’t have enough capital to hire in-house live chat agents, live chat outsourcing is the best alternative.
Learn how live chat outsourcing works and a lot more.
So what is outsourcing live chat?
Companies to put their offerings in place require support teams who can work around the clock to answers questions of prospects. This is paramount as when consumers have a query or problem; they want it to get addressed immediately. When you outsource your customer support to trained chat agents, it allows your business to respond in real-time – no waiting, no hold, no dial number four for external tech support. And when consumers use a live chat tool, they experience better customer service. An example of this is you’re located in California, but many of your customers live in Europe. You will need to provide support in different timezones; outsourcing live chat management could be far economical than operating employees 24 hours a day. Even businesses operating in one timezone can get a lot of mileage out of a 24-hour online chat service.
Outsourcing website chat services also take the load off of the current workforce – nobody has to pause their tasks and start answering web chat, and nobody has to train new live chat employees.
How much does live chat outsourcing cost?
It depends on how much traffic your business gets. If you expect 500 visitors per day, let us suppose 10 percent of them will interact with your chatbox. That’s nearly 50 chats per day. According to Glassdoor, a qualified live chat agent earns about $12 per hour, which if you multiply by 8,760 hours yearly, you’ll get the exact cost. And then you need to reward someone to manage the team. Chatter’s live chat agents charge $1 per hour. Get the first 10 days free trial. But the cost of live chat outsourcing depends on the type of live chat software or live chat service you select.
The price of outsourcing live chat is of four types:
- Free live chat –these are limited to the number of chats per month. Also, these don’t offer features such as chat transcripts, targeted chat, or Instagram integrations, and the biggest disadvantage is, you monitor chats yourself.
- Pay per agent – these have a pay-per-agent structure that analyzes how many agents were used monthly. The actual cost varies based on the live chat service provider and the number of agents.
- Volume-based pricing – costs are based on how much traffic your website sees. The higher the traffic you get, the more agents you need. If your site gets significant traffic volume but few leads, you could end up overpaying for a chat.
- Pay-per-lead – this charges you only on the number of leads generated. For example, if an agent manage 50 chats but only five sale leads are generated, you” ll be only charged for those five leads.
Topping it all off, outsourcing live chat provides a seamless experience.