Multi-channel customer service
Multi-Channel Customer Service Philippines
These days, customers have so many options available to them to interact with companies. Effective touchpoints allow businesses to heighten customer satisfaction, increase sales and collect crucial data. Multi-channel customer service outsourcing Philippines can help businesses struggling to manage multiple channels and meet 24/7/365 expectations. Customer support Philippines becomes a seamless extension of your team, answering multi-channel requests in the same branded way your on-site agents would while freeing them up to manage more complicated customer service requests.
Help customers reach you and feel supported with live chat Philippines customer service outsourcing.
Your SLA’s are our law. We thrive on getting the best out of our people through extensive training and support.
What is multi-channel outsourcing Philippines?
Our people skillfully operate all customer support channels. Multi-channel support includes:
phone support
mail support
chat support
Today, phone support is still the most requested service globally. Phone support provides customers with a convenient and real-time method to relay their concerns by phone. At Liveware Labs, we have a wealth of experience building and managing phone support teams in the Philippines.
Some customers are used to writing their inquiries and concerns instead of relaying them verbally—and strongly prefer it, especially among older iGeneration, who are now almost 40. Having exclusively or primarily phone support alienates a large portion of your customer base. But many organisations struggle to manage it all. Liveware Labs BPO Philippines offers email support teams to handle customer concerns. With dedicated live chat Philippines teams, we can attend to customer concerns and provide clear answers to their questions quickly.
Website visitors may have questions about the services and products they see. Having someone available to chat now is often a pivotal deciding factor that pushes them to buy it now. But online shopping means that people shop all night, on weekends, all the time—not only during regular business hours. With live chat outsourcing Philippines, you can be there and make the sale. Customers have a faster means to get answers. You increase their user experience, and you improve customer engagement with responsive live chat Philippines designed to meet specifications by Liveware Labs experts.
Social media is the fastest-growing support channel in the industry. With Liveware Labs customer support outsourcing Philippines, you can provide 24/7 social media support to your customers. Improving Sales, and increasing data collection leading to greater customer satisfaction.
Your workforce is most likely one of the highest costs to the business. Free up cash flow by outsourcing routine tasks to Liveware Labs experts who will supplement your own resources with Philippines customer service outsourcing.
Our teams have been in customer service for years. They live and breathe it. Take advantage of their years of experience, and the results will follow.
Throughout the outsourcing journey, you have access to expert advice from our Customer Service Managers. Unlock new possibilities and scale to new heights.
Outsourcing will reduce your operational expenses by up to 70%. Imagine what your teams could achieve when these funds are reinvested in the organisation.
For years, Liveware Labs has been increasing customer satisfaction rates for clients in different industries. Allow us to take your customer satisfaction rates to the next level.
Interested in learning how Liveware Labs can help scale your organisation through customer service?
Quantifiable Costs
-
Salary
The average salary
-
Superannuation
Compulsory Super of 9.5%
-
Office space
5sqm @ $600 per sqm
-
Ongoing supervision & training
Manager time and supervision
-
Leave costs
Annual and sick
-
Outsourcing
Outsourcing
-
Total
Your Office
-
$60,000
-
$5,700
-
$3,000
-
$8,650
-
$6,925
-
$0
-
$84,300
-
Salary $60,000
The average salary
-
Superannuation $5,700
Compulsory Super of 9.5%
-
Office space $3,000
5sqm @ $600 per sqm
-
Ongoing supervision & training $8,650
Manager time and supervision
-
Leave costs $6,925
Annual and sick
-
Outsourcing
Outsourcing
-
Total $84,300
Liveware Labs
-
$0
-
$0
-
$0
-
$0
-
$0
-
$26,000
-
$26,000
-
Salary $0
The average salary
-
Superannuation $0
Compulsory Super of 9.5%
-
Office space $0
5sqm @ $600 per sqm
-
Ongoing supervision & training $0
Manager time and supervision
-
Leave costs $0
Annual and sick
-
Outsourcing $26,000
Outsourcing
-
Total $26,000
We are experts on the leading chat tools out there
Liveware empowers your organisation with the workforce needed to drive success. Our recruitment teams find the rockstar talent required to support the technology you are already using, making onboarding and training a smooth process. Whether you use Zendesk, Zoho desk, Intercom or other platforms, we customise our services to support your team.
We make customer support outsourcing Philippines easy and a logical choice for enhancing customer experience.
Once you sign off on your premium team, our IT team configures the team’s tech set-up according to your requirements. This paves the way for your Learning and Development team to train the team on your brand identity.
Use your technology to its full extent by adding brain power and soft skills. The result
Reduced first response time
Reduced chat duration
Increased first contact resolution (FCR)
Increased customer satisfaction
Some of the technologies we are experts in
Use our knowledge to reduce operating expenses and simultaneously increase your customer experience.
At Liveware, we are privileged to lead chat support for a variety of industries. Throughout our journey, we collect best practices and distribute them through our knowledge base, continually improving the success our clients experience through live chat and call centre Philippines.
Your team should have access to your carefully designed templates. But a human touch goes a long way. In chat support, our agents ensure that your customer knows they are talking to a human.
Clients reaching out through chat support are likely looking for a quick solution to their queries. Therefore, chat support should be more informal, concise and easy to understand. Our staff has years of experience answering chat messages. They understand how to respond to your customer’s questions effectively to resolve queries faster.
Your customers recognise tone and consistency, so it is vital to the success of your customer experience. Take time to strategise, train your staff on brand tone, and provide templates and scripts that match.
Consistency is key, so your knowledge base should be up-to-date and accessible to everyone in the organisation. Liveware has supported customer service teams globally by building training guides to keep consistent.
The Liveware way, outsourcing live chat support Philippines
Liveware makes offshoring and outsourcing through PBO Philippines an easy process. With just a few steps, your organisation is ready to improve chat management drastically.
Help us understand the specifics of the role that you are outsourcing. With our job specification form, we guide you through this process. To guarantee that we are finding the best talent for your organisation, we ask you to provide:
- Job responsibilities;
- Candidate qualifications;
- Personality traits;
- Experience levels;
- KPI expectations. Once we fully understand your needs, we will form a strategic outsourcing plan tailored to your organisation.
Our strategic plan includes team growth, the desired goals and how we plan to achieve these goals. Our approach lets you understand and forecast your outsourcing journey with Liveware Labs.
Leave it with us. Our expert recruiters, led by some of the best corporate recruiters in the industry, will start vetting and interviewing candidates for you. We will introduce our top 3 candidates per open position once we qualify them as the right fit.
We will not hire anyone unless you sign off on their capabilities. Once we have carefully selected our top 3, you have the opportunity to meet with the candidate for a final interview. When you give us the green light, we will offer the position to the candidate. Throughout the onboarding process and the outsourcing journey, you are in control.
We will make sure your team members have the tools they need to thrive. A state-of-the-art office space, a high-speed computer and basic training from our end to ensure our processes and company culture are understood. Then it is over to you for your company training and process handling.
When you build your call center Philippines with Liveware, you can be assured that your talent has the know-how and the skills to elevate your service levels. Want to know more about how outsourcing can lift your organisation to the next level? Get in touch, and one of our Partnership Experts will reach out within 24 hours.
