Updated at 2019-09-04 14:43:29 UTC
Chatting has emerged as major communication mode for a large chunk of the world’s population. The advent of social media and the internet has given birth to a new and efficient method of communication known as chatting. Chatting is communicating to other via text messages. This is one of the quickest and most efficient modes of communications. This mode of communication does not require to commit to conversations with single person but it allows you to have one on one conversation with multiple people or a group of people at the same time. This is also one of the most popular mode of communication today. It has entered the industry in form of live chat support services. Live chat support services have allowed the businesses to channelize the calls their call center has to take.
The calls that are regarding common problems and queries can be solved by the chat support executives and the calls that require a much more personalized attention can be attended by the calling agents. It increases the capacity of the number of calls attended for the call center organization and places them very high in their customer satisfaction metric. This is why companies try to make sure that they provide this whole new efficient mode of communication to their customers for support which will help them enhance customer experience and customer satisfaction leading to better customer retention. More and more businesses today are employing these services and have witnessed great results with their help. Live chat support services have stormed in as a breath of fresh air for the companies within the industry.
Live chat support services yield great results for the companies but they are highly sophisticated and specialized operations. Also, they are one of the newest and most complex processes out their. Therefore, the knowledge base of these operations is also not strong enough. The fact that these services are non core to most of the companies is usually the main reason why companies choose to outsource them.
These operations require specialized infrastructure and technology in order to be performed with utmost perfection. However, these operations are one of the most important processes and they must be provided with everything they need for efficient performance. Most of the companies do not think it wise to spend that sort of money on infrastructure and technology of a service which is non core to them. This is why these operations do not give great results when they are performed in house.
The lack of expertise in these operations is what handicaps these companies from judging the skills of the candidates they hire for the performance of these services effectively. This means that apart from lack of infrastructure they will struggle due to the lack of efficient workforce. Also, these companies lack the expertise and hence they are not able to apply the correct management techniques which is a huge factor in the bad performance of these operations in house. This is why the services must be outsourced by the companies that do not specialize in performing them.