Know 4 Scenarios Where Live Chat Can Help Your Business

December 30, 2020/in CX and Services /by Veronica Mascareno

Live Chat is one of the many tools that can help a business create an excellent relationship between their clients and their product.

There are many advantages to adding live chat as one of the core services for customer support in a business.

The core factor in choosing live chat over other options is the response time and the ease of access to this service.

Clients will always opt for the option to ensure they get a fast answer as well as creating a communication channel where other factors do not interfere with the information provided.

Additionally, live chat can handle considerably larger volumes of communication with a better satisfaction rate than other available methods such as phone or e-mail.

There are four core scenarios that will help visualize some of the situations where live chat for your business will ensure a larger satisfaction rate.

Rethinking your day to day operations.

24/7 Support for Customers Worldwide

A business that has customers worldwide requires customer service that is available 24/7, this puts live chat as one of the best solutions for these particular scenarios.

With the work-from-home model and a considerably lower cost for every contact that is performed through live chat, it is evident that the savings are passed down from business to the client.

Through this live chat allows providing service around the world through different models, be it by having partners in other countries or having agents around the world.

This in turn will allow for clients to have an interaction at any time they require assistance, ensuring that they can solve time-sensitive matters in a timely fashion with a fast response.

Multilingual Chat for International Customers

Support 24/7 is one of the key pillars for companies offering the products and services worldwide, having this service offered in the language of the clients gives additional satisfaction to this interaction.

This point of satisfaction allows for an interaction to be clear in the chosen language, breaking cultural and linguistic barriers as well as providing a tailored experience.

There is also the possibility of delivering customer service in other languages to clients with visual or hearing limitations with features provided by the live chat system.

Offering Suggestions to Customers Who Are Confused

The importance of live chat for business is the rapid response time that the client receives from a customer support representative.
This allows us to clear out questions or doubts that they have, giving clients the tools to make an educated decision on what services and products are best for them.
Through different chat systems, it is possible to find and deliver information in seconds taken directly from databases available to customer service.
This ensures that information is always up to date on what is being offered by the business.
Additionally, this is a perfect situation for live chat to provide information about other products and services, creating a space for upselling and closing the deal on the current items.

Diffusing Tough Situations and Handling Angry Customers

There are times when a situation will arise in which a customer is irate about an interaction, service, or product, live chat has the opportunity to defuse these situations.

Be it through a bad interaction or confusion in what the client was expecting from the service or product, live chat can ensure that there are fast answers and options available to resolve and defuse the situation.

With this in mind, it is clear that a quick interaction can save the sale and ensure that solutions are generated to solve the problem the client is facing through this situation.

This also ensures that any issues that are being found with the current methods, processes, or models used by the business can be identified, reported, and acted upon accordingly.

Rapid resolution and fast interaction with the client ensure that the business maintains a loyal client base, achieving a positive experience, and ensuring that there is a return from the client for additional business.

With these scenarios, it is clear that live chat can provide excellent customer service your clients deserve, from service 24/7 and multilingual to helping clients make the right choice and saving the sale.

Are you already implementing live chat with your business and are looking to expand your current capabilities or looking to implement the service to expand your reach to clients?

You can contact RedialBPO, an expert in the field of customer service satisfaction in different industries and through various methods of communication to bring your business to the forefront.

Why should E-commerce companies use live chat cover

Why Should E-commerce companies Use Live Chat Now!

December 17, 2020/in CX and Services /by Veronica Mascareno

ECommerce is the bread and butter of every business currently looking to expand its market beyond its physical locations; companies like Amazon and eBay thrive solely on this method.

Companies that follow the traditional method picked up on this and rapidly expanded their income with a consistent return of investment on these newly implemented technologies, which stands at about 300%.

The numbers according to a study in 2017 show that customers have a 48% increase in revenue per hour of the chat; this same study shows that customers who use live chat before making a purchase have a 40% higher conversion rate.

***Reasons Why Live Chat is Most Powerful Sales and Lead Generation***

Time is of the essence for customers when making their final decision, with a study from 2016 showing that 73% of customers would state that the best thing a company can do to provide excellent customer service is to value their time.

This same study would go to show that 53% of customers would abandon their online purchases if they could not quickly find an answer to the questions and doubts about the products or services they were getting.

Some of the benefits of a live chat for a business are:

The customer gets in contact through the internet on a smart device or computer, this can be done at home or any location around the world.
Customer achieves rapid direct interaction with an associate in real-time, primarily with minimal wait time.
Fast responses to questions and doubts about a product or service, allowing them to make an educated decision about their final purchase of goods or services.
The customer may close the sale with the associate or perform the final interaction through the e-commerce website saving the deal.
Customers can get additional information about upcoming products and services, discounts, and other benefits, making for a great upsell opportunity.
For customers with limited vision or hearing, there is the possibility of receiving assistance through embedded components through the live chat, removing the need for third parties of services.
Live chat virtually removes the language barrier between the business and the client, allowing for tools to perform live translations and multilingual support, enhancing the quality of service provided to clients.

Rethinking your day to day operations.

For the business there are additional benefits that can be easily reaped through the adoption of live chat:

The interaction for a customer through live chat has a better acceptance with customers and higher customer satisfaction. A study from 2020 shows that live chat has an average of 73% satisfaction rate against 44% satisfaction from phone interaction.
The same study shows that the cost for a live chat agent is at least 50% cheaper than a phone agent, the average cost per contact through the phone is 12 USD while live chat stands at approximately 5 USD.
Businesses can catch issues with the website and services which may prevent the customer from performing their purchase of products and services, giving additional insight on what may be driving the business away
Big data is an important word for every business, data obtained through live-chat interactions can be used to understand behaviors, interests, and interactions better and in turn, provide better customer service and services to the customer.
Data also provides key information on how products and services are being received by clients, which has the highest demand, and what population is looking for them inside what region or countries
Increase customer loyalty and create great branding, with customers choosing live chat over other options and studies going back from 2009 up to 2015 show that clients increased their decision for live chat from 38% to 65% on the span of six years.

Conclusion

With these numbers and benefits, it is clear why any business currently selling its products through an e-commerce platform can see an advantage over other companies in the same market.

It also helps to build better relationships with the client and increase loyalty to the business’s brand, ensuring clients return for more services and products instead of looking for other options.

Is your business already interacting with clients through live chat and getting all the benefits? Studies show that from 1000 selected websites, only 9% of them were using live chat as a method of interaction, and these companies were getting a clear advantage over the competition.

If you are not there yet RedialBPO can help you get the most out of this service and make the transition to achieve a larger loyal client base, excellent customer service, and a great return on investment.

^[1] https://www.ecommerce-nation.com/e-commerce-companies-use-live-chat/

^[2]Ibid

^[3] https://go.forrester.com/blogs/16-01-28-online_self_service_dominates_yet_again_why_its_an_effortless_way_to_get_to_your_answers/

^[4] https://www.superoffice.com/blog/live-chat-software-benefits/

^[5] https://go.forrester.com/blogs/16-01-28-online_self_service_dominates_yet_again_why_its_an_effortless_way_to_get_to_your_answers/

^[6] https://www.superoffice.com/blog/live-chat-support-study/

Why Does Every Bank Needs a Customer Service Call Center

Why Does Every Bank Need A Customer Service Call Center

December 15, 2020/in CX and Services /by Veronica Mascareno

Banks are the cornerstone of the current world we live in; businesses and clients alike interact with them daily, some going as far as doing so every minute.

For this reason, Banks understand that their clients, small, medium, or large, need a way to interact with them at every moment to ensure business continuity or take rapid action when a critical situation arises.

The added complexity of the operations needs to be handled every day by a bank; visiting a bank for these operations can take a considerable part of the day.

With this in mind, a Banking institution would not see a viable investment in opening more locations with a large volume of tellers or employees, especially for simple tasks that can be resolved otherwise.

To put things into perspective, a study performed on 200 Banking institutions reported that employees and managers on location spend at least one-third of their day answering questions and inquiries.

For this reason, the investment in creating a Call Center is not a question for a Bank, and their existence is essential to ensure that there is available service 24 hours a day the 365 days of the year.

Rethinking your day-to-day operations.

The Added Benefits of Having a Call Center for Customer Service Also Provide a Wide Range of Solutions Such As:

Faster interaction and resolution for inquiries, allowing clients to solve their needs without the need to visit their Banking institution.
Saving time for your clients, through a call it is also possible for clients to receive guidance.
Resources available to the bank such as mobile applications, website portals, or other digital tools which in turn provides additional options for clients.
Increase their productivity and interaction time with the banking institution.

A decrease in the cost of the operation, with proper training and guidance a Call Center is a far cheaper solution than increasing the number of employees in location.

Flexibility in Operations

A Call Center Customer Support Representative can easily perform different tasks when there is a micro-segmentation in the departments, it is easier to place an additional workforce when the call flow increases on another queue.
Call Centers can be built as a safe environment that aligns with the needs of a Bank, by following compliance and rigorous security measures it stays inside the requirements that allow for client data to remain private and secure.
Visibility on Services and Options, clients may not be aware of the full set of services or options at their disposal which a Customer Service.
Representatives can provide guidance and assistance, this in turn adds an additional return of investment when clients wish to obtain additional services or a loan making it an excellent opportunity for an upsell
Communication through different methods, Call Centers can provide support beyond calls such as live chat, e-mail, and fax, allowing the clients of the bank greater flexibility on their options to get support, especially when limited on the current tools at their disposal.

Call Center as an investment

The current global situation of Covid-19 also brought up an important change in how Banks and their clients interact, Banking Call Centers around the United States saw an initial surge in January of 2.2% in volume of calls.

In February the increase came to 21.5% and by March the volume had gone up to 36.2% across the board, in a single Banking Institution going up as much as 43.3%.

While these numbers are particular to this situation it is a key factor as to why Banks see a Call Center as an investment that provides them with a considerable return on investment.

It is important to note that to keep up with the requested contingency the Call Centers had to apply measures to allow their representatives to work from home, continuing with the flexibility of growth and service with the required security by the banking institutions.

In the end, a Bank without a Call Center is immediately losing the competitive edge against other peers in the business and risks seeing their clients and their business moving elsewhere to those who offer this option.

Are you keeping at the front of the competition, do you need help expanding your current Call Center solution or creating one for the benefit of your clients?

Learn more about services

Request Now

^[1] https://silvercloudinc.com/blog/top-3-banking-call-center-best-practices/

^[2] https://www.americanbanker.com/news/how-banks-prepared-call-center-reps-to-handle-surge-in-volume-from-home

Why Your Company Needs a Billingual Call Center Woman with Headset

Why Your Company Needs a Bilingual Call Center

December 1, 2020/in CX and Services /by Veronica Mascareno

Why Your Company Needs a Bilingual Call Center? Call Centers and Customer Service continue to be one of the pillars to ensure that business grows and retains the current client base, it is the fastest and most efficient way for clients to interact with your business and acquire the services and products that they need.

Numbers in 2017 give us a better idea of how much of an impact a Bilingual Call Center can have in improving the reach of your business. The study shows that in the United States at least 22% of the population, approximately 67 million, speak a second language aside from English.

For this reason, the growth of Bilingual Call Centers has become a key factor in improving the quality of service and expanding the outreach of your business towards an ever-increasing pool of clients.

Four key factors make Bilingual Customer Service valuable for the growth of your business.

Rethinking your day to day operations.

Offering a Branded and Personalized Service

While English continues to be one of the most spoken languages it is a delight to clients when they can engage with your business in their native language.

Ensuring that this is available to your clients gives them reassurance that their business is important and allows them to convey ideas that they may otherwise not be able to communicate to you.

Additionally having an engagement with someone that speaks fluidly as they do in their native languages gives confidence and a new perspective on how they can acquire services and products from you.

To put this into perspective, a study performed in 2014 showed that 78% of clients would prefer a company that offered them Customer Service and other interactions in their native language, when evaluating the situation if 8 out of 10 clients would rather do their business anywhere else if they cannot do it by interacting with someone that they feel will understand them.

Lowering Abandon Rates

Many key factors will make a client take the decision to abandon their intentions to perform business with you or for current clients to look elsewhere for products and services.

By having a Bilingual Customer Service team there is a new middle ground for understanding the needs and requirements, complaints, and interactions for your clients with your business.

In turn, this opens new pathways that link directly to language and cultural situations in which a monolingual team would not be able to engage in the same manner.

This situation applies to both existing and upcoming clients but there are different interactions.

Retaining Existing Clients

For existing clients, the possibility of engaging with a Bilingual Customer Service team is a clear option for them to have their voices heard in a way that makes them feel sure that communication is going through the proper channels.

While new clients may avoid engaging your business if they cannot convey their ideas properly it is the current client base that may look elsewhere to businesses that can interact with them through the same language.

Buying power of Hispanic consumers in the United States from 1990 to 2020.

With the Hispanic population in the United States having an expected expenditure power of 1.7 trillion dollars for 2020 and currently standing at 18% of the current United States population it is definitely clear why having a team that can engage fluently is a key factor in ensuring your business grows and expands exponentially.

Increase Brand Loyalty

With everything that has been said so far there is one final item that is potentially the largest key factor in choosing a Billingual Customer Service option for your Customer Service.

Client loyalty is what ensures that businesses continue on their route to excellence and exponential growth, having a business that provides clients service in their language a great way to improve customer loyalty, combined with great customer service, rapid response times, and a service that continues on giving, it is no surprise that clients will always look for this option and choose it over others that do not have it as an option.

Final Thoughts

It is no surprise that businesses are always looking for new ways to improve their current service and look for a partner that can provide what they need, and more.

For this reason, our current services will always provide you with quality service through a Billingual Customer Service option and ensure that your business grows and your clients are satisfied.

Learn more about services

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^[1] https://www.jivochat.com/blog/marketing/advantages-of-multilingual-customer-service.html

^[2] https://www.statista.com/statistics/251438/hispanics-buying-power-in-the-us/

^[3] https://www.statista.com/statistics/270272/percentage-of-us-population-by-ethnicities/

24/7 Support for Customers Worldwide

Multilingual Chat for International Customers

Offering Suggestions to Customers Who Are Confused

Diffusing Tough Situations and Handling Angry Customers

Some of the benefits of a live chat for a business are:

For the business there are additional benefits that can be easily reaped through the adoption of live chat:

Conclusion

The Added Benefits of Having a Call Center for Customer Service Also Provide a Wide Range of Solutions Such As:

Flexibility in Operations

Call Center as an investment

Offering a Branded and Personalized Service

Lowering Abandon Rates

Retaining Existing Clients

Increase Brand Loyalty

Final Thoughts

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Services

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