Technology has made life easier for people. The Internet has brought people located in different corners of the world closer than ever before. Now, it is possible to find solutions to one’s health problems online. There is no need to stand in long queues at banks to make transactions. Everything appears rosy from the outside. But, when we dig deep and look inside, the online world is fraught with many risks. The risks come in the form of scammers, who are utilizing the access provided by the Internet for personal gains. Such is the magnitude of this problem that innocent customers are losing their trust in online services. It is high time that this trust is won back by providing reliable services. For businesses that are looking to expand their customer support department, dependable chat support outsourcing solutions serve as a good start.
Increased Scrutiny on Chat Support Services
The inception of chat support came as a breath of fresh air in the contact center world. When it started, customers welcomed it with open arms. According to a survey, it was found that 38% of consumers are more likely to make a purchase from a company if it offers live chat support.
However, as time passed by, the threat of scams loomed large over chat support. The prime example of scams was the creation of a phishing site that was posing as a U.S.-based bank. It was programmed to automatically open a chat window that asked unaware individuals about their personal credentials like email, name and phone number. An open-source Jabber IM protocol was used for this scam attempt. Such devious hacking modules and toolkits are available in large numbers online, ready to be used by greedy and immoral individuals. Hence, the scrutiny on chat support services has increased considerably and some customers are hesitating in using them.
Chat Support Outsourcing Strategy for Renewing Customer Trust
Public memory is short. The same is the case when it comes to contact center services. Even though the trust between customers and call center companies is low, it can be bolstered by making some efforts. Companies working with outsourcing agents in USA that are looking to expand their operation base or new companies that want to create a channel of trust between their product and customers, should look at chat support as the tool to build new bonds. (Chat support is so effective that it has been found through a survey that 51% of consumers are more likely to buy again from a company that offers live chat support services.)
A great way to accomplish this task (of building trust) is by being rigorous in your strategy of chat support outsourcing and other related services. Below are some recommendations:
Find a company with good reputation – According to a survey, it was found that 29% of consumers have shared their good live chat experience with their friends. This stat alone shows us the power of good chat support services.
If you can find a reputed company with many years of experience in delighting their clients, you will deliver quality services on a consistent basis. Moreover, such companies are well aware of the scammer threat and hence, utilize security measures to neutralize data theft. These chat support outsourcing companies rely on clients’ goodwill to attract future clients and will do everything in their power to change public’s perception.
Invest in a blended process – Starting a blended process by outsourcing chat support, voice support and email support to the same company is a great way to delight customers. In a blended process, the same agents use all three aforementioned mediums and are able to provide better support. They have a common CRM that gives them a complete account of the customer in a single view. This allows them to stay proactive and solve queries in minimum amount of time possible.
Good vs. evil is a battle of ages. Same is the case with the Internet, which has brought with it some good and some evil. In context of chat support outsourcing or any other outsourcing endeavor, the best approach is to use only the best vendors available in the market to neutralize the evil that comes in the form of hackers. A vendor with good experience in the industry will employ sound measures to counter hackers’ threat and should be able to renew customers’ trust.