As a result of the 2020 COVID-19 pandemic, many businesses have decided to move their operations online. This has culminated in a significant increase in the demand for Non-Voice process services in the USA especially live chat support services. In today’s fast-paced, technology-driven world, people want to get help and answers as quickly as possible. Gone are the times of staying on hold for hours or making numerous phone calls to contact customer service. Nowadays, you can chat with a customer service representative on the other side of your screen and get your answers.
It is a fact that customers want to interact with people as soon as they have any questions. They want personalized service and to feel valued for their business. So you are on the proper track if you provide live chat support services in the USA!
What are Live Chat Support Services?
In the US, “live chat support services” refers to a type of Non-Voice process services in the USA provided by businesses via chat software on their websites. Customers can use this service to ask questions or resolve issues in real-time without having to call or email the company.
In many cases, live chat support is available 24/7, which can be a significant advantage for businesses operating internationally or with customers in different time zones. Additionally, live chat can help reduce the number of abandoned shopping carts, as customers can get answers to their queries before deciding whether to make a purchase.
Costs Associated with Live Chat Support Services in the USA
When considering implementing live chat support for your business, it’s essential to factor in the costs associated with the service. Here are a few things to hold in mind:
-
Monthly Service Fees:
Most live chat support providers charge a monthly service fee. Depending on the provider and the needed features, this fee can range from $20 to $200 per month.
-
Per-Message or Per-Agent Pricing:
In addition to a monthly service fee, some providers charge per-message or per-agent pricing. You’ll be charged a certain amount for each message sent through the chat system or for each agent logged in. Per-message pricing can range from $0.005 to $0.05 per message, while per-agent pricing can range from $50 to $100 per agent per month.
-
One-Time Implementation Fees:
Some providers charge a one-time implementation fee when you first set up your account. This fee can range from $50 to $500, depending on the provider and the complexity of your setup.
-
Add-On Fees:
Some providers offer add-on features like transcripts and reporting for an additional monthly fee. These fees can range from $10 to $50 per month.
Diversity of Live Chat Support Services in the USA
Many types of live chat support services are available in the USA. Here are some of the most popular ones:
-
Customer service:
This is one of the most commonly used types of live chat support. It can help customers with product questions, troubleshooting, and even returns or refunds.
-
Technical support:
This live chat support can help customers with technical issues or problems with their computers or software.
-
Sales:
Live chat support can also serve for sales purposes. This can include helping customers choose the right product, providing special offers or discounts, and closing the sale.
-
Marketing:
Live chat support can also serve as a tool for marketing purposes. This can include conveying information about new products or services, running promotions or contests, and collecting customer feedback.
Things You Should Be Aware of When You Hire a Live Chat Service Provider
You should know a few things before hiring a live chat service provider. Here is some guidance that will assist you in making the best decision for your business:
- Make sure the provider offers a free trial. Then, you can test the service to see if it fits your needs.
- Read reviews from other businesses that have used the service. This will nourish you with an idea of what others think about the quality of the service.
- Ask the provider questions about their features and pricing. This will help you understand what you’re getting for your money.
- Make sure the service is compatible with your website and CRM system. This will ensure that you can use the live chat feature on your site without any issues.
- Test out the live chat feature on your site before making a purchase. This way, you can see firsthand how it works and how it can benefit your business.
With these aspects in mind, you can ensure that you’re making the best decision for your business when you hire a live chat service provider.
Ways to Utilize the Live Chat Service (5 strategies)
-
Use Live Chat to Greet New Customers
When customers land on your website for the first time, offer them a warm welcome via live chat. By engaging with new visitors, you can help them feel comfortable and start building trust. In addition, this is an excellent opportunity to introduce your brand and answer any questions they may have about your products or services.
-
Use Live Chat to Provide Customer Support
If you’re already using live chat on your website, you know how beneficial it can be for customer support. When customers hold questions or need assistance, they can quickly get in touch with a team member through live chat. This helps to resolve issues rapidly and efficiently, which leads to happier customers.
-
Use Live Chat to Increase Sales
In addition to providing excellent customer support, live chat can also get used to increase sales. For example, if a customer is considering purchasing a product but has some questions, you can use live chat to supply more information and answer any questions. This can help close the sale and increase your business’s revenue.
-
Use Live Chat to Get Feedback
Another great approach to using live chat is to get feedback from customers. This can be a valuable insight into what people think of your website, products, or services. You can use this feedback to make improvements and ensure that your customers are happy.
-
Use Live Chat to Build Relationships
Finally, live chat is an ideal means to build customer relationships. By engaging with them on a personal level, you can create a connection that goes beyond the transaction. This can contribute to repeat business, and loyal customers are more likely to recommend your company to others.
How to Implement Live Chat Support
Now that you fully comprehend the basics of live chat support services in the USA and the costs associated with the service, it’s time to implement it for your business. Here are a few tips to get you started:
-
Choose a Live Chat Provider
The first step in implementing live chat support is to choose a provider. There are several different providers, so take your time and find one that offers the features you want at a budget that you can afford. Once you’ve selected a provider, sign up for an account and create your profile.
-
Install the Live Chat Software
Once you’ve determined to sign up for an account with your chosen provider, it’s time to install the live chat software on your website. Most providers offer a variety of ways to do this, including plugins for popular content management systems like WordPress and Drupal, as well as HTML code that can get added to any website. Follow the instructions given by your chosen provider to contact the live chat software installed on your site.
-
Train Your Agents
Once the live chat software is up and running on your site, it’s time to train your agents. Agents are the people who will be handling the live chat system and interacting with your customers. Ensure they understand your products and services and the live chat software. This will help ensure that they provide accurate and helpful information to your customers.
-
Monitor and Evaluate
Once you’ve implemented live chat support, monitoring and evaluating the service is essential. Pay attention to metrics like customer satisfaction rates and average response times. This will help you determine whether or not the service meets your and your customers’ needs. If the service is not meeting your needs, make changes as necessary.
Conclusion
If you’re considering adding live chat support to your business, you should keep a few things in mind. First, ensure you choose a reputable provider with experience serving companies in the USA. Second, communicate your expectations and objectives for using live chat support services in the USA. Third, be prepared to train your customer service team to provide the best possible experience for your chat customers. And finally, remember that live chat is just one tool in your customer service arsenal — don’t rely on it too heavily, and be sure to supplement it with other channels like phone and email support.
