Last Updated: September 2024
When it comes to delivering an exceptional customer service experience, live chat comes first in the list, before all other methods. Do you know why? Because customers are expecting quick and effective responses to their queries, live chat meets this demand perfectly.
Even 79% of businesses have reported that implementing a live chat service in their business has resulted in increased customer loyalty, sales, and revenue.
However, managing an in-house live chat team can be both resource-intensive and time-consuming. This encourages many companies to outsource their live chat service to be able to provide a great customer experience with less load on their budget.
In this article, we will explore the five best dedicated live chat outsourcing companies in the USA and the value they bring to their partner’s businesses.
Strategic advantages of outsourcing dedicated live chat company
Do you know, live chat has the highest customer satisfaction level of 73% while email support has 61% and phone support stands at only 44%? Hence, having a robust live chat support system is crucial outsourcing a dedicated live chat company may bring several strategic advantages for your business, rather than having an in-house setup.
Here are some key benefits:
Cost Efficiency
Outsourcing eliminates the cost of the initial investment in infrastructure, and technology to have an in-house live chat support setup. Plus you don’t need to bother about hiring staff and invest in their training.
Access to Expertise
You will have a specialized team with experience and expertise in handling diverse customer interactions and complex queries without spending time and money on hiring and training. Outsourcing companies come with their diverse and experienced team.
24/7 Availability
Almost all outsourced live chat providers offer 24/7 service. So you don’t need to worry about customers who are in a different timezone. Plus, it ensures that your customers’ questions won’t go unanswered, irrespective of the time they need help. 24/7 availability with immediate responses enhances overall customer experience and satisfaction.
Focus on Core Business Activities
Outsourcing of live chat support frees up your human resources so that they can focus on the core business functions, that need major attention such as product development, strategic planning, and marketing.
Again, once you outsource live chat support, it reduces the burden of managing a team, including training and monitoring from your soldiers.
Enhanced Scalability
You don’t need to worry about increased interactions during seasonal demand times, promotional hikes in sales, or due to growth in business. The outsourced company will scale up or down to carry out the functions smoothly. Otherwise, adjusting an internal team for a seasonal demand is hectic.
Improved Quality of Service
Outsourcing companies are often equipped with trained and experienced professionals, who are experts in providing high-quality customer service to enhance customer satisfaction. Also, established and serious companies have their process and procedures in place to ensure consistent quality of service.
Data and Analytics
Tracking the performance is also equally important as implementing a solution. That’s why many outsourcing companies provide detailed analytics and reports to track performance and customer interactions. These insights will help you make informed decisions about future directions and improve overall performance.
Enhanced Customer Engagement
Professional live chat teams are highly experienced and able to provide excellent personalized interactions, that build a better customer engagement and relationship with the brand. Sometimes providers offer proactive support features like chat invitations and automated responses to enhance quality engagement with customers.
Competitive Advantage
Normally outsourcing companies use the industry’s best practices in trend to deliver an efficient customer experience. This makes you stay ahead of the competition in customer service.
Plus outsourcing live chat support saves your resources to invest in other areas of the business to increase productivity.
Best 5 Dedicated Live Chat Outsource companies in the USA
A recent study says that 42% of customers prefer live chat over telephonic conversations, as they don’t need to wait on hold for an agent to answer. When it comes to outsourcing your live chat service to a dedicated company, selecting the right partner is crucial to achieving your purpose.
Below I have listed the top 5 dedicated live chat outsourcing companies in the USA. You can consider one of them as your partner in growth.
1. Helplama
Helplama offers dedicated live chat outsourcing services tailored to meet the specific needs of your business. Their live chat agents are trained to become experts in your domain, enhancing customer trust and satisfaction.
The company uses AI tools to simulate real customer interactions, ensuring that agents are well-prepared before going live. Helplama provides 24/7 support, multilingual capabilities, and flexibility, making it a valuable partner for businesses looking to improve their live chat operations.
2. IntouchCX
IntouchCX offers a wide range of customer experience (CX) solutions, including omnichannel customer care, AI-powered tools, and brand trust and safety services. They focus on enhancing customer interactions through chat, voice, social, and other channels while leveraging AI for agent assistance, fraud prevention, and content moderation.
Their strategic advisory services help companies integrate cutting-edge technologies and optimize customer support. With a flexible and tech-agnostic approach, IntouchCX is committed to driving brand loyalty and improving customer satisfaction.
3. Livesalesman
LiveSalesman is a leading provider of outsourced live chat support, offering 24/7 services that boost customer engagement and conversions. Their proactive approach targets potential buyers at key moments, reducing cart abandonment and increasing sales.
The company specializes in multilingual support across 30+ languages and uses advanced analytics to optimize customer interactions. With over 18 years of experience, LiveSalesman focuses on creating personalized, responsive, and real-time customer experiences that build trust and drive repeat business.
4. Peak Support
Peak Support specializes in providing exceptional outsourced customer service solutions tailored to meet the needs of growing businesses. Their services include omnichannel support across various platforms like email, phone, chat, and social media. They also offer technical support, multilingual assistance, and AI-driven tech solutions.
Known for its high-touch management and client-centric approach, Peak Support focuses on building scalable and world-class customer support teams. Their commitment to an outstanding company culture translates into dedicated, skilled agents who help businesses enhance their customer experience and achieve their goals.
5. Helpware
Helpware offers AI-powered customer service solutions designed to enhance efficiency and customer satisfaction. Their services include customer service automation with smart chatbots, AI-powered multilingual support, and real-time translation. They also provide AI tools like agent co-pilots to assist human agents, background noise cancellation, and accent neutralization to ensure clear communication.
These solutions are customized to meet specific industry needs, aiming to improve customer experience, reduce costs, and boost operational performance. The company emphasizes seamless integration, scalability, and a human-centric approach.
Choosing the Right Live Chat Outsourcing Partner
Choosing the right live chat outsourcing partner is a critical decision that can significantly impact your customer service and overall business performance. In fact, companies that use live chat experience a 48% increase in revenue per chat hour and a 40% increase in conversion rates.
Here’s a step-by-step guide to help you through the process:
Define Your Objectives and Requirements
We should start anything with an objective in mind. So first determine what you want to achieve by implementing live chat support to your business. That can be anything like achieving better customer engagement, higher conversion rates, or cost reduction.
Along with your objective, you must outline if you have any specific needs you want. Those can be 24/7 support, multiple language support, or industry-specific knowledge.
Research Potential Providers
Do thorough research and identify potential outsourcing companies that can serve your purpose, and align with your business goals. You can look for industry reports, customer reviews, and recommendations to help your research. Also consider experience, technologies, testimonials, and reputation.
Assess Service Offerings
Review the provider’s core services and key features, like multilingual support, chatbot integration, and proactive support. It will help you to determine if the company is aligning with your requirements or not.
Must inquire about their technologies, and ensure they are using advanced tools like AI-powered chatbots, CRM integration, and real-time analytics.
Examine Quality and Expertise
Inquire about their top professionals and make sure they have agents with expertise in your industry. Consider their training programs, certifications, and experience in handling complex issues.
Consider Scalability and Flexibility
Make sure that the providers are able enough to scale their services in case of business growth, or during peak periods. The provider should have the flexibility to customize their offerings to fit your specific business needs and customer demographics.
Evaluate Communication and Collaboration
Consider if they are providing detailed insights about the performance of the live chat. Look for key metrics like customer satisfaction score, average response time, conversion rate, etc.
Remember evaluation of performance is also very important. Ensure they are providing regular reporting and clear communication channels.
Analyze Costs and ROI
Compare their pricing models with other providers, and make sure their pricing aligns with your budget. Look into detailed information about pricing and see what is included and what is not in this pricing. In this way, you can find out the hidden charges if any.
Consider the return on investment based on the service quality, and customer satisfaction rates. Every investment in business should deliver value for money and give a good ROI.
Review Security and Compliance
Make sure that the company is following all the compliance rules and regulations of data protection and privacy regulations such as GDPR, and CCPA. Be wary about how they handle customer data and sensitive information.
Check if they are compliant with industry standards and regulations like HIPAA for healthcare or PCI-DSS for financial institutions. If your business comes under any specific regulated industry.
Request a Trial or Pilot Project
You can ask for a trial period or pilot project to evaluate their performance and quality in the real world scenario, before signing any agreement with them. Set clear KPIs in the agreement for response time, quality assurance, or anything you think is necessary during the trial to evaluate the provider’s effectiveness.
Conclusion
Selecting the right live chat outsourcing company can be a game changer for your business and give your business a booster dose of growth. Partnering with a top-tier outsourcing company can be helpful for your business in many ways, as modern customer expectations are vastly dynamic. 79% of customers prefer live chat for instant responses, as modern customers don’t want to be patiently waiting for issues to be resolved.
Although all the companies mentioned above in this article are offering great and exceptional service and support to their clients, Helplama stands out because of its innovative approach and customized solutions to meet your all specific needs, making it a strong contender for all the businesses looking to enhance their customer engagement and satisfaction through live chat.
