Home » Glossary » Live Chat Support

Live Chat Support

Definition

What is live chat support?

Live Chat Support, also called live help or live chat, refers to a web service for industries that allows communication, wherein visitors send a real-time chat to the business’s website.

A chat happens between the customer and an operator, whom both will input texts into the live chat box to start a conversation. It promotes efficiency by having real-time agents simultaneously handle multiple chats.

Live chat support applications allow the administrators to respond to text chats from several customers who visit the website.

Live chat support allows multiple options for distribution and utilization with instant messages. Typically, chat applications open a window then connect the user to an administrator. Some applications put an order by enabling users to be in a queue.

This makes sure that the admin deals with one user at a given time. Afterward, it may proceed to the next user when the present chat has ended. Users can have the chance to view their status in the queue.

Live chat support allows companies to provide direct website visitor engagement in a manner that promotes increased interactivity and trust with website visitors, increasing customer satisfaction.

Outsource live chat
Outsource live chat

Benefits of live chat outsourcing

Customers love live chat support. A study from customer service software firm Kayako showed that 38% of customers are more likely to purchase from a company that offers live chat support. 

Unfortunately, if you belong in a small company, it is impossible to cater to customers immediately and around the clock. This is where outsourcing could help your business.

Live chat outsourcing refers to the process of hiring professional sales and customer service teams to monitor and answer various customer service inquiries about your products and services. 

Partnering with specialized outsourcing companies can help you gain access to skilled customer service representatives who can run your live chat anywhere and in real-time.

Customers usually seek fast replies and prompt solutions. Outsourcing can provide this service and through offshore centers that work in different time zones.

Aside from that, live chat outsourcing is cost-effective. Agents work on a contractual basis that contains the exact services needed by the company. Thus, the work is done according to the agreed guidelines.

Live chat outsourcing helps you save a lot in terms of expenses. It is estimated that companies save more than half of their money by hiring outsourcing providers for their live chat services.

Outsource live chat

Outsource Accelerator provides you access to great chat support agents that you can outsource from the Philippines starting from $6 per hour, where you can save up to 70% on staffing costs.

We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2500 BPOs… all designed to make it easier for clients to learn about, and engage with live chat support outsourcing.

Outsourcing FAQ

What is Customer Service Representative?

What is a customer service representative?

A customer service representative (CSR) is an individual who interacts with customers on behalf of the company, usually to address their concerns.

Customer service reps are the front lines of service providers in customer support. They know first-hand how satisfied and dissatisfied customers are with the services they receive. Most importantly, CSRs prevent delivering poor customer service as much as possible.

A good customer service rep possesses a lot of skills they need to effectively deliver customer service. This includes good communication and problem-solving skills, quick wit, and interpersonal skills.

Customer service representatives are also called customer service associates and customer service advisors or consultants.

Duties of a customer service representative

Customer service representatives typically aim to maintain customer satisfaction and answer questions regarding a company or product. Their duties depend on what type of customer service they handle, whether inbound or outbound.

Inbound customer service representatives are the ones who handle incoming customer inquiries and concerns. More so, they are responsible for the following tasks.

Do basic troubleshooting Process orders Pull up customer accounts Handle and resolve customer complaints Help determine solutions for each problem

Outbound CSRs, meanwhile, are the ones who reach out to customers either through cold calling or emails. They deal mostly with the following aspects.

Lead generation Billing reminders Appointment confirmation Market surveys Key skills of customer service representatives

Most customer service representatives enter the industry with a high school diploma. However, a good customer service representative should have the following key skills and traits needed to be competitive at work.

Good communication. Customer service representatives must have good communication skills, especially since they will talk to customers all day. They have to listen carefully to their clients and be able to speak with them at the same time. Problem-solving. A good customer service representative should be able to analyze customer inquiries correctly and provide the best solutions for their concerns. Time management. Customer service representatives work in a fast-paced environment, handling volumes of calls and workload each day. This is why they need to manage their time properly so they can accommodate their target calls in a given period. Empathy. Most importantly, they must be able to handle their customers in a professional manner and with empathy. Customer service representatives should be able to place themselves in their client's shoes and understand their situations at hand. How to become a customer service representative

Anyone can ace a customer service representative job by doing the following steps.

Complete at least a secondary education. Many customer service representatives enter the industry with a high school diploma. This is since they have developed basic communication and interpersonal skills needed at work. Develop necessary skills. As much as possible, customer service reps should work on developing other necessary skills, including those mentioned above. Consider getting certifications. Lastly, a certification or license from institutions can be used as strong proof of their proficiency and skills. This is why getting certifications is most recommended, especially for CSRs looking to advance their employment. BPO customer service

BPO customer service means hiring a third-party service provider to handle inbound and outbound calls and other non-verbal communication with customers. In most cases, customer service outsourcing teams are part of a call center service.

For businesses, partnering with an outsourcing company is an ideal option to offer the best possible level of service to clients. After all, the more positive the experience is, the more it drives loyalty and brand recognition.

To find the best partner for your customer service tasks, you have to be open to assessing new and innovative service providers — either nearshore, onshore, or offshore

Be diligent in searching for the right fit for your company.

Remember that it is critical to choose a partner that understands the latest market demand to help you grow your business, maintain clients and gain new patrons.

 

Customer service representative in the Philippines

Outsource Accelerator provides you access to great customer service representatives that you can outsource from the Philippines starting from $6 per hour. By doing this, you can save up to 70% on staffing costs.

We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2,500 BPOs… all designed to make it easier for clients to learn about and engage with customer service outsourcing.

To get started with customer service outsourcing, take a look at our list of the Top 40 BPO Companies in the Philippines.

What is Multi-Channel Support?

What is multi-channel support?

Multi-Channel support is a combination of two or more channels that companies use to communicate with their end-users. Companies utilize various channels to make it convenient for clients to send their feedback or complaints. It is crucial that companies listen to what their end-users have to say or what they need.

Companies turn to multi-channel support systems in entertaining complaints and returns of customers, both online and in physical stores. Another use of multi-channel support is for companies to be able to track important information about customers. Businesses also study the behavior of customers when it comes to purchasing goods. Multi-channel customer service is vital in helping maintain sales by taking care of the customer's needs, satisfaction, and complaints.

Outsourcing multi-channel support

Outsource Accelerator provides you access to great multi-channel support agents that you can outsource from the Philippines starting from $6 per hour, where you can save up to 70% on staffing cost. We have over 3,000 articles, 200+ podcast episodes, and a comprehensive directory with 700+ BPOs… all designed to make it easier for clients to learn about, and engage with multi-channel support outsourcing.

What is Back Office?

What is back office?

Back office is a term used to classify business activities that are not directly attributable to frontline customer support, sales, and services.

Its functions relate to administrative functions which do not directly generate income or are accessed by customers, but such is necessary to streamline the other processes involved in a business.

Back-office functions include but are not limited to the following: data entry, account processing, website content management, data verification, mediation, graphic design, writing and editing services, accounting, and financial services, and quality assurance.

These functions are necessary to a business yet attribute additional cost. Some companies find back-office jobs costly since you need to allow a substantial amount of capital for recruitment, salaries, and employee benefits.

Back-office functions

The back office is the cornerstone of any company’s financial and operational success. As a result, it often generates less revenue than the front office.

The traditional back-office tasks are divided into two categories. These are the administrative operations that keep the firm functioning, and the customer support functions that directly fulfill customer services and demands.

These functions frequently carry out significant, multi-step processes in which more than one individual or functional group contributes to the business' process fulfillment.

What are back-office jobs?

A company’s back-office operations are formed of several functions, and below are some examples of back-office jobs and their key responsibilities:

Financial assistant

A financial assistant is in charge of assisting a company’s finance department. They are responsible for various tasks in the office such as data entry, balance sheet generation, accounting, and keeping financial records up to date.

Because they mostly work on the company's accounts, financial assistants must be detail-oriented, well-organized, and have excellent analytical abilities.

HR assistant

Human resource assistants are in charge of organizing appointments, keeping records, and onboarding new employees.

Among several other tasks, they handle payroll and keep attendance records, and usually help the human resources manager. Employees in this field must be trustworthy, organized, and have effective communication skills.

Data analyst

Data analysts are in charge of interpreting data, analyzing data, and putting data gathering systems in place. They also create reports and provide assistance for the data warehouse.

Data analysts must be competent mathematicians with good problem-solving abilities and the capacity to manage information efficiently.

Financial analyst

Financial analysts are in charge of various financial activities on behalf of external or internal clients. Their responsibilities include estimating operating expenses, producing reports, and maintaining a database.

In order to stay excellent in this job, applicants must be skilled mathematicians with great analytical abilities. It is also important to be kept updated on the latest developments in the field to determine how they could affect the firm's financial records.

Risk analyst

Risk analysts are back-office employees who are in charge of supervising investments and identifying potential risks in a company’s investment portfolio.

Based on their review of these investments, they support the company by providing suggestions to corporations to assist reduce future risks. Risk analysts must be skilled in analytical, strategic, and interpersonal abilities.

Back office support definition

Back-office support is responsible for organizing and improving the customer experience in the company. Accurate data, clear and interesting content, and well-designed websites all contribute to a better customer experience.

Back-office support jobs are frequently concealed behind the scenes. However, they should never be underestimated.

Back-office positions help expand company demands and minimize friction from the customer experience for roles dealing with data input, content moderation, office services, and financial services.

A good back-office support program can help you prevent unfavorable encounters at every point of interaction. Employees in back-office roles are equally as important to excellent CX as those in front office positions, from multichannel services to order fulfillment.

Back office outsourcing

With the advent of the internet age, companies can now take advantage of what we call business process outsourcing (BPO). This business approach can lessen the operational costs of running back offices while maximizing its full benefits.

This also translates to more time for you and your core office team to focus on income-generating functions.

Outsourcing back-office roles guarantees that you are working with skilled professionals minus the hassle and cost of recruitment, as well as other operational and employee benefit expenses.

Where to find a back office outsourcing partner?

Thanks to the growing BPO industry, finding a back office outsourcing partner is easier these days. There are thousands of companies that have entered the business process outsourcing industry to accommodate clients who need specific skill sets in their business.

The good thing is they can be found in any country across the world — whether nearshore or offshore.

The Philippines is among the fast emerging outsourcing destinations in the world ever since its emergence in the 1980s. Their expertise in back-office services, as well as numerous other roles, attracts global firms to their shores.

The country's wide pool of BPO firms makes sure that their representatives are competent enough to handle the client’s needs. Outsource Accelerator lists over 3,000 business process outsourcing companies in the Philippines that specializes in back-office administration.

What is What is business process outsourcing?

What is Business Process Outsourcing BPO?

Business Process Outsourcing (BPO) is the delegation of business processes to an external service provider to a nearby or farther location. BPO uses various technology-enabled services to optimize the delivery of services.

Some of the usual outsourced business functions are the following.

Payroll Accounting Human resources Customer service Sales Marketing

In the case of content providers, these could mean hiring writers, remote editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some of their business processes use their time on core services and competencies.

With this shift in focus, companies improve their current processes which may result in improved customer satisfaction. BPO helps companies divert their resources to more critical business strategies.

Often, companies find it impractical to hire a full-time position in-house because of the cost associated with doing so. Outsourcing services can also help them save costs and resources in hiring suitable employees.

How does Business Process Outsourcing work?

Business process outsourcing happens when a business taps a third-party service provider to operate some of its internal processes. Such ‘processes’ include customer service, accounting and finance, or sales.

It is different from hiring an agency to do specific tasks, as the outsourcing provider (BPO) is more concerned with the ongoing production of labour-intensive tasks, instead of the higher-level strategy and guidance.

Now, business process outsourcing has broadened and is more akin to staff augmentation, or staff leasing.

What are the benefits of business process outsourcing?

There are many benefits to outsourcing, as well as some downsides and risks. The common benefits include:

Cost savings

Companies can enjoy savings of up to 70% by leveraging the salaries and costs in countries such as the Philippines and India.

Global market

Businesses get to access a bigger pool of talent that can fit their requirements. They can have better options in hiring employees since they are not limited to what is available in their home countries.

Global presence

At the same time, business process outsourcing opens clients to global trade opportunities. They can establish their global presence and expand more easily to other locations since they already have operations in the area.

Flexible workforce

BPO reduces internal local compliance obligations including providing additional office spaces to employees. Instead, organizations can hold their business operations on a remote setup, most usually having their teams in an office provided by the BPO firm.

Leverage skill

Companies cannot always do everything on their own. BPO enables them to leverage the skills of other specialist companies on more complex tasks such as accounting and IT.

Focus

Lastly, BPO enables organizations to focus on their core business functions. This is since most of their non-core business operations are done with the help of a reliable service provider.

Business process outsourcing examples

The business process outsourcing sector is a vast industry, generating over $200bn annually, and employing millions of people worldwide.

BPO can be seen in different forms and contexts, from hiring single staff to getting an offshore team. Some examples of BPO include:

Big enterprise

Facebook and Uber outsource many of their operational functions, including content moderation for Facebook, and customer service for Uber

Medium-size businesses

A medium business with 50-500 staff might outsource the labour-intensive accounting and finance functions to a team in the Philippines.

Small business and entrepreneur

It is common for small business owners to have a Virtual Assistant (VA) working for them full time and remotely from the Philippines.

What are the different types of BPO?

The type of business process outsourcing can be characterised by their specialisation, location, and size.

Generalist or specialist BPOs

Business process outsourcing is in the human resources and professional services sector. However, their services extend across all industries. The majority of BPOs are generalists, in that they offer a full range of professional services.

Meanwhile, some specialise in certain verticals such as the following.

Legal process outsourcing

Legal process outsourcing deals more with delegating legal processes and compliances to legal firms in another area.

Knowledge process outsourcing

Meanwhile, knowledge process outsourcing enables companies to outsource knowledge-related work including research and development, innovation, and creatives.

Location

Business process outsourcing typically operates from developing nations such as the Philippines, India, and Colombia. They typically have cheaper cost-of-living and bigger populations. Different locations offer different advantages.

Size of BPO

The bigger BPOs employ more than 250,000 people. They are huge, global operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range of services. The smaller BPOs might have 1-500 people.

Functions of business process outsourcing

Collectively, business process outsourcing provides any kind of staffing solution. Common functions of BPO include:

Finance and accounting

Outsourced finance and accounting services help businesses manage their books, monitor cash flow, and keep up with corporate income tax compliances without fuss.

Healthcare

Healthcare outsourcing, meanwhile, organizes various back- and front-end functions done for the healthcare and insurance industries.

Creative and content

Creative services outsourcing covers everything from post-production of Hollywood movies to newspaper and website content.

Tech, IT and development

IT outsourcing involves delegating network management, web and app development, and cybersecurity protection to IT firms in different countries.

Sales & customer support

Some BPO providers specialize in sales and customer support for pre- and post-sales transactions. This helps companies meet the expectations and demands of their customers, keeping them satisfied even after their purchase.

Marketing

BPOs and marketing firms can help in ongoing marketing, communication and branding activities for their clients. This helps them attract more suitable leads in a cost-efficient way.

Talent and HR

Businesses can delegate HR, recruitment and compliance to professional employer organizations to maximize recruitment and workforce management.

Administration

Generalist BPOs help organizations accomplish general business administration and operational activities. This includes data entry, appointment setting, and other related functions.

Supply chain management

Lastly, e-commerce stores benefit from outsourcing supply chain management to manage warehouse and delivery processes.

Top BPO companies in the world’s top outsourcing hubs

A wide range of business process outsourcing companies in different parts of the world provide utmost services to their Western and local clients. Many of them even earned recognition by award-giving bodies due to their performance in both their roles and their level of care for the employees.

Check out the top BPO companies in several outsourcing destinations below.

Top BPO companies in the Philippines Top Indian BPO companies Top South African BPO companies Business Process Outsourcing (BPO) services

With the rise of new offshore outsourcing locations, companies can have better options in terms of location and services they can delegate. However, finding a suitable BPO company can be a daunting task to be done on their own.

Good thing advisory services such as Outsource Accelerator is there to help them.

Outsource Accelerator is the most trusted source for independent information & advisory for Business Process Outsourcing (BPO). We have over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 2,500+ BPOs from different locations.

Outsource Accelerator's offerings make it easier for clients to learn about, and engage with, business process outsourcing companies worldwide.

Want to learn more about outsourcing? Check out the Inside Outsourcing book as well as the Inside Outsourcing book review today!

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Launching 8 June

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 3,000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.