The outsourced live chat remote support is one of the most important components of the Business Process Outsourcing (BPO) industry. The demand for a live chat virtual assistant role and automated chatbot app is continuously increasing in the live chat support field. According to Technavio projections, the technical support industry will expand by a whopping $11 billion during 2020-2024 with a decent growth of 6.46% CAGR.
Powered by numerous desirable factors such as capacity building, productivity, ROI focus, cost-efficiency, and others, all sizes of enterprises and startups choose to outsource live chat support to remote locations to achieve the desired business bottom lines.
Top Perks of Outsourcing Live Chat Support Services Remotely
The best outsourced live chat services offer numerous benefits and perks to enterprises in different shapes. Those perks help enhance the business profitability, competitive edge, reputation, and brand value in the market. The most common perks offered by the remote assistance live chat services include the following:
#1. A convenient way for your customers
Web chat support is getting more popular among online customers because it is a very easy and convenient way to communicate at any place. Accent, pronunciation, and dialects are a few barriers in telephone support; thus, customers prefer to chat for online support.
#2. Enhanced focus on core business
Sourcing for online chat agents for hire, recruiting, training, establishing infrastructure, and monitoring the web chat support is a very tedious and time-consuming practice, which diverts your focus from core business processes and ideas. Using the services of outsourcing live chat operators helps you focus on your core issues by taking over all of the above activities from you.
#3. Bridging staff and infrastructure shortage
Building a dedicated team for remote customer support and providing them with the required state-of-the-art infrastructure costs your company hugely. The outsourced IT support services help you bridge that gap without any upfront investment.
#4. Brings professionalism into your business process
Remote customer support services are specialized services powered by experienced and skilled specialists. They are very well aware of the modern trends and technologies used in customer support services in the present era. They bring professionalism to your business process to increase customer satisfaction.
#5. Greater user experience & brand value
Specialized team of qualified and industry experienced professionals enhances the customers’ experience with the support team. They use modern technologies and personalized approaches to customers to improve loyalty and customer satisfaction. A satisfied customer base helps build a great brand value of your business.
Main Reasons to Hire Live Chat Customer Service Agents Through Us
We provide professional-grade services to hire live chat agents for building a specialized team of live web chatting specialists remotely. There are numerous great reasons to choose our service to hire a live chat agent or to build a remote team for customer support of your business. A few very important reasons for choosing our specialized services include the following.
- Specialized services. We offer highly focused services to hire the most suitable and qualified specialists that can help your business achieve the desired business goals easily
- Cost efficiency. Our services are highly competitive without any hidden costs involved at all.
- Greater quality. We are second to none in providing high-quality recruiting services in all customer support domains, especially in the web chatting support field.
- Large talent pool. Our company has access to a large pool of local tech-talent in Ukraine. We can find the most suitable talent matching 100% with your business requirements
- Wide range of specialists. We recruit a wide range of specialist that can deal with numerous domains in the live chat support such as email chatting, IM chatting, SMS chatting, multilingual chatting, and other forms of customized chatting tools
- Customer satisfaction. We focus on hiring the most suitable, qualified, and experienced specialists so that the customers satisfaction can be improved to a higher level.
- Ideal location. We are located in Kyiv, Ukraine. Our geographical location is situated at the central point, which is very attractive for the companies located in numerous countries in Europe, North America, Asia-Pacific, and other parts of the world.
- Shared culture and language proficiency. Ukraine has a huge talent pool with fluency in English language. Ukraine shares the European culture and work ethics that is suitable for almost all companies in Europe, North America, and other parts of the world
- Faster process. Our specialists recruit the desired support staff very fast while maintaining the best quality, standard procedures, and industry best practices simultaneously.
- Scalability and flexibility. We offer options for faster scalability and the flexibility of customized teams and projects to facilitate our clients for smooth business operations.
Top Industries That Can Benefit from Our Live Chat Agents for Hire
Our professional-level services of hiring specialists for live chat remote support services deal in a wide range of industries. A few very important ones are mentioned below:
#1. Financial Services
We recruit customer support specialists for finance services that are also well versed in financial businesses such as banking, mortgage, leasing, insurance and other domains. Those specialists help achieve the desired team productivity and efficiency in the financial services industry.
#2. eCommerce
The specialists we hire for the eCommerce industry can improve the performance by understanding a wide range of products, offers, incentives, and providing personalized support through modern technologies.
#3. Software as a Service (SaaS)
You can outsource live chat 24/7 service to your remote team built by our experts because we hire experts that are tech-savvy people and understand all aspects of SaaS cloud computing services such as web apps and other online platforms.
#4. Healthcare
The healthcare industry is one of the major domains that outsource live chat 24/7 remotely for better productivity and effectiveness. We hire the most knowledgeable experts in the industry to help you achieve the desired objectives.
#5. eLearning
The eLearning industry is highly dependent on customer support and feedback services. We can recruit the most suitable candidates for our clients in the eLearning industry to improve the performance of the eLearning company significantly.
#6. Automobile
Sales and after-sales services in the automobile industry are highly dependent on remote outsourcing live chat services nowadays. Our company helps the automobile industry in hiring the most knowledgeable and industry experts for providing high-quality support to the customers in the automobile industry.
Top CRMs, Where Outsourced Live Chat Agents Work
For effective outsourcing Live Chat operations, it’s essential to have CRM in place and workflow between agents defined. These are the most commonly used and requested CRMs by our clients:
- Zendesk – Integrated customer support platform with live chat, ticketing, and knowledge base features.
- HubSpot CRM – Seamlessly integrates live chat, email tracking, and customer support tools.
- Intercom – Live chat, messaging, and customer engagement platform for support and retention.
- Salesforce Service Cloud – Comprehensive customer service solutions with live chat and AI-driven support, ideal for large enterprises.
- Freshdesk – Combines live chat, ticketing, and support features suitable for businesses of all sizes.
- LiveChat – Specialized live chat software that integrates easily with CRM systems.
- Zoho CRM – Offers live chat with seamless integration to other Zoho apps, perfect for SMBs.
- Tidio – Combines live chat with automation and CRM features, popular among online stores.
- Drift – Conversational marketing platform focused on live chat to engage and convert website visitors.
- Olark – Simple live chat solution with CRM integration, ideal for SMBs.
- Kustomer – Omnichannel CRM with built-in live chat, commonly used by enterprises for customer service.
- Kayako – Offers multi-channel support with live chat, helpdesk, and customer service tools.
- Help Scout – Combines live chat with email and customer support management, ideal for small to medium-sized teams.
- SnapEngage – Provides live chat with easy integration into CRM and helpdesk systems, widely used for customer service and sales.
Outsourced Chat Support Services Vs In-House Chat Support Services
Every coin has two sides; so is the case in outsourced and in-house live chat support services. Let’s compare the two services in terms of their advantages and disadvantages in the following table:
| Comparison Factor | Outsourced Live Chat Support | In-House Live Chat Support |
| Cost Efficiency | Building a remote team is easy and cost-effective and does not need upfront cost | Building an in-house live chat support team is difficult and requires a substantial upfront cost |
| Training & Development | No need for staff training and future development | Need to train and develop the staff continuously |
| Technologies & Trends | In line with the modern technologies and industry trends | Need additional efforts to keep pace with the technologies and trends |
| Quality of Service | The quality of the services is much better due to specialized and up-to-date staff | Maintaining the process quality requires additional efforts and resources |
| Support Types | Offers multiple options of live chat services such as 24×7, off-peak hours, peak-hours, and many others | You need extra talent and other resources to manage different types of support services |
| Scalability | Easy and fast to scale the live chat support team | Lengthy and difficult process to scale up the in-house team |
| Inter-Department Coordination | Lacks a little bit in coordinating with different departments of business in real-time | Real-time coordination with other business departments is possible |
| Customer Feedback | Delayed customer feedback | Instant customer feedback |
| Productivity & Efficiency | Greater improvement in team productivity and process efficiency | Moderate improvement in productivity and process efficiency |
It is very clear from the above table that live chat outsourcing services are more beneficial and desirable for all types of businesses as compared to building an in-house support team.