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5 Reasons to Outsource Live Chat

29th Jan 2020
Brought to you by
moneypenny
Moneypenny, the world’s leading provider of outsourced communications, delivers 24/7 telephone...
Share this content

Today’s clients expect rapid responses from their suppliers and partners.  From questions about service and product delivery to issue resolution, speed is of the essence in any business and, for accountancy firms in particular, it is vital. 

Communication is no exception. Live chat has quickly become a powerful communication tool between businesses and prospective (even existing) clients, due to the instantaneous answers it can provide. It has the power to help nurture new leads, keep clients happy and make websites work much harder. 

As you might expect, live chat is extremely fast-paced. Research has found that people wait an average of 48 seconds for a live chat response, with 21% of live chats going unanswered by businesses. As a result, it is essential that companies using live chat have the appropriate resources ensure it is manned at all times - including outside of office hours. In fact, 37% of live chats handled by Moneypenny occur outside of normal working hours — representing a huge amount of potential missed business.

For any business, the demands of live chat can be a challenge. Some even choose to remove live chat functionality altogether rather than risk leaving a query unanswered. However, this can mean lost revenue and compromised client care.  So, how can you ensure that your live chat is working as efficiently and effectively as possible and at all times, without draining your business’ vital resources? 

More and more companies are turning to outsourced live chat services – here’s why: 

Round the clock communication

The time demands of live chat will differ significantly from business to business. But whether an accountancy business is large or small, it’s unlikely to have the time to ensure live chat is manned on a 24/7 basis. Outsourced live chat providers operate around the clock, ensuring that any chat request, be it 5.30pm or 3am, will be picked up and actioned appropriately and efficiently. 16% of live chats handled by Moneypenny occurring at the weekend, the case for 24/7 cover is clear. 

First impressions matter

Making that all-important first contact with prospective clients requires a great first impression. When sourcing a new supplier, most potential clients want quick and precise answers to their questions, something which is not always possible with on-site contact forms. Live chat presents an attractive option for website visitors to engage with a business easily. An outsourced live chat service will ensure this engagement is handled by a knowledgeable agent and in a professional manner, thereby ensuring a fantastic first impression and increasing sales. In fact, live chat delivers real financial results - 42% of chats lead to new business. 

Fewer resources required

For those accountancy businesses that have chosen to manage live chat in-house, the majority are unable to assign someone to that role permanently and will instead distribute the responsibility among staff. This can impact the workload of others, the consistency of approach and therefore the success of live chat for the practice.  Outsourcing addresses all of these challenges and ensures that live chat is continually and consistently staffed (without the necessity for holiday or sickness cover). In the case of Moneypenny, 44% of live chats are fully resolved by its teams without the need for input from the business at all.

Improved service

Live chat is becoming the channel of choice for clients and prospects to reach out to businesses. Consequently, firms should not only ensure they have the live chat facility on your website but ensure that it’s an integral part of your approach to lead generation and client service. 

Convey a modern approach

Adopting new technologies is essential for businesses to remain competitive and this includes how you communicate with existing and potential clients.  Today’s clients expect to be able to communicate with their brands and suppliers at all times of day and night.  Live chat makes that possible.  Outsourcing live chat puts a tick in the ‘ease of communication’ box for your clients without the challenge of resourcing it yourself. It shows your practice as modern and accessible – which could give you a much-needed edge over a competitor! 

Moneypenny provides live chat and telephone answering services to a wide array of accountancy practices, including five of the Top 30 firms. Visit http://www.moneypenny.com/uk/accountancy-answering-services/ to find out more.