Chat support
Why outsource live chat to the Philippines?
These days, customer contact centres manage customer support, complaints, and sometimes sales through multi-channel customer service platforms. This allows customers to contact customer service in the way that’s most convenient for them.
Customer service live chat is a vital component of this multi-channel experience. It involves receiving a customer’s (or potential customer’s) message and responding to it in real-time.
Since modern CRMs record everything, when we add skilled live chat Philippines agents who learn your brand voice, there is absolutely no reason you have to keep all these channels in-house.
From the customer side, there is no difference. You can keep the call centre onshore if you prefer to handle more complex issues, and let us handle the rest.
Outsource chat management to Liveware’s live chat outsourcing Philippines experts. We hire, train, and manage a live chat Philippines team to handle these communications, just like your onshore employees would. you need to meet customer expectations.
We can even build a multi-channel experience, setting up chatbots and managing live chat through your website, social media, WhatsApp, and more.
How call centres Philippines support businesses
Today’s customers are more connected than ever. They expect instant responses to messages even after you close for the day—and on weekends, National Days, holidays, and all the time.
You can meet these expectations when you outsource live chat Philippines without draining resources.
A live chat outsourcing Philippines agent can manage the customers for multiple brands on a given day, all while retaining each brand’s unique voice, making live chat Philippines a very efficient and cost-effective way to:
- Be available 24/7/365
- Respond quickly and satisfactorily
- Support future customers who are trying to buy something
- Help customers find resources
- Listen empathetically and resolve issues
- Escalate calls to management when needed
- Deescalate tense emotions, turning would-be detractors into brand ambassadors
- Make customers feel special, generating loyalty
- Conveying your branded voice
- Keeping excellent documentation so that whether an interaction happens in-house or offshore, the next person who reviews it can see everything that has happened
Why do businesses outsource live chat Philippines?
Customer expectations have soared to the point that it is difficult for many organisations to meet even basic standards. For most, it’s neither practical nor cost-effective to do this in-house or even onshore.
All-size companies can access cost-effective live chat outsourcing Philippines solutions through Liveware to meet expectations.
Liveware Labs has all the technology and expertise they need to build a support infrastructure to meet your needs efficiently.
Phillippine is unique because they have a large talent pool, making recruiting and retaining exceptional agents easier. We can scale up or down quickly to meet business requirements as they change.
- Reduce chat handling time
- Increase efficiency by handling more chats per FTE
- Identify patterns in customer queries to improve your products and services
- Maintain your brand identity
- Increase customer satisfaction
Get Live Chat Support
Liveware Labs live chat outsourcing Philippines provides live chat support, so you never miss a customer query again.
Maximize ROI by always being available when your customers need you. Live chat Philippines agents become your offshore premium brand ambassadors, helping you meet your KPIs and SLAs.
Liveware Labs builds cost-effective live chat outsourcing Philippines for organisations in various industries.
Talk to one of our Partnership Experts and start designing your team(s).
The financial benefits of live chat outsourcing Philippines
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 live chat Philippines.
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 organization.
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 organization through customer service?
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 customize our services to support your team.
We make live chat 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.
Always Innovating to Improve Brand Experiences
At Liveware, we are privileged to lead chat support for various 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 outsourcing Philippines.
See some of the game-changers that we have spearheaded so far:
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 chat support
Liveware makes offshoring and outsourcing an easy process. With just a few steps, your organization 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.
