Outsourcing live chat on face value seems like an unimaginable idea. It goes against the grain for so many reasons, yet once a business tries it, they rarely ever go back.

Initially you ask yourself questions like:

• How can a third-party business converse with my customers with the same authority as my own staff?
• Surely my own staff would be just as good?
• If we do it ourselves, surely we can access our own systems to make updates in real time?

And so on. But let's look more closely.

Whether you're staffing up for your seasonal busy period, considering how you can build capacity in your customer service team, or are thinking more generally about the cost base and structure of your business in uncertain times, hiring outsourced live chat customer service agents should be a very serious consideration.

Have you seen this recent blog by Daniel Bailey, courtesy of Customer Experience Magazine?

Live chat is all the rage. Customers generally like it, businesses like it, it really is a win for all. But not everyone is completely in love with the idea of being able to instantly resolve issues, get information or have their questions answered.

By Tim Breden, Commercial Director, Yomdel

By Tim Breden, Commercial Director, Yomdel

By Andy Soloman, CEO, Yomdel
Live chat is growing in popularity, and more and more businesses are realising the fantastic results that can be achieved by having live chat operators standing ready to immediately answer customer queries. But unfortunately live chat resourcing remains a major hurdle for many businesses which leaves them failing to realise the full potential of real-time online customer engagement.

Every ecommerce business is special and each has special characteristics and special requirements. But while every customer has a unique set of wants and needs, there are also strong generic themes that run through online customer service enquiries.

Yomdel has live chat operator solutions for just about any market segment. Whether you are in online retail, property or entertainment, if your business has a website it is important to ensure you are not just attracting highly relevant traffic, but that you are seeking to engage with those people spending their precious time coming to visit. The last thing you want is for them to leave and more on to the competition purely because they have unanswered questions or because they are uncertain about something.