A growing online business means more customers and more customers means additional Online support requests. We help our clients manage their workload by speeding up response rates and ensuring all works are handled within a specified timeframe. This is where we fit in, we provide trained live chat agents to manage your help desks 24/7 & 365 days a year. Our live chat agents act as an extended part of your team, your customers will get the feeling that they are talking to someone in-house who is part of your staff. We know that it is critical for online businesses to support their customers round the clock because your website is available round the clock. We can talk to your customers right on your website when they need help the most. Our agents are trained to work with a range of live chat services, if you haven’t identified one yet we are happy to recommend one.
24/7 Live Support
We ensure that the whole team including trainers are included in the process and that no one is left out during the training. The most crucial part is ensuring everyone has complete access to tools, knowledge base and escalation procedures.
This is the most worrying part for most clients going through a phase where customer support is managed by an outsourced partner. We keep the client involved at every stage through a very transparent process.
Once our agents are trained and training levels adequate, we begin the process of developing an SLA. It is very critical to measure the performance and track output levels. We work with our clients to develop an SLA that will help them forecast future demand and also ramp-up during peak traffic periods.
Our team has developed processes and training methodologies to help clients outsource their customer support activities with ease. Our core focus is retail and 100% of our clients are online businesses.
