Use the comparison tool below to compare the top Managed Live Chat providers on the market. You can filter results by user reviews, pricing, features, platform, region, support options, integrations, and more.
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Smith.ai provides 24/7 virtual receptionist services that combine AI-powered automation with live, North America-based agents to enhance customer interactions. Their services include call answering, lead qualification, appointment scheduling, and payment processing, catering to businesses of all sizes and industries. By integrating with popular CRMs and calendar platforms, Smith.ai ensures seamless workflow management and efficient client communication. The platform leverages AI to improve accuracy and response times while maintaining a human touch for personalized customer experiences. With flexible pricing and scalable solutions, Smith.ai helps businesses streamline operations, boost lead conversions, and improve overall client satisfaction.
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Weply
Weply
Weply's chat tool is the ultimate solution for generating sales qualified leads that are guaranteed to land directly in your inbox or CRM-system. Our team of expert chat consultants is always available and on standby 24/7, working on behalf of our more than 2,000 customers to ensure that no potential sales slip through the cracks. Did you know that 50% of leads visit websites between 4pm-9am? With Weply, you'll never miss out on potential customers even when you're off enjoying your evenings and weekends. Get ahead of the game and offer your customers a personal service in real-time, guaranteeing the best possible customer experience. Our chat consultants are trained in chat psychology and are continuously educated to provide you with the most exceptional service possible. They screen your traffic for qualified leads and potential customers through personal dialogue, ensuring that you never miss out on an opportunity to grow your business. -
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Moneypenny
Moneypenny
$56 per month (20% off deal)Moneypenny is a leading provider of outsourced phone answering and customer service solutions. Offering round-the-clock call management, live chat, and omnichannel support, Moneypenny serves businesses of all sizes with customized plans. The service includes the innovative AI Receptionist, which uses generative AI to handle customer calls with a warm, conversational tone, understanding verbal cues and intents. Calls can be transferred to real human receptionists for more complex queries, ensuring a seamless experience. Whether you need call transfers, message taking, CRM integration, or bilingual receptionists, Moneypenny ensures seamless customer communication, empowering businesses to focus on growth and customer satisfaction without missing a call. -
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AnswerForce
AnswerForce
$279 per monthAnswerForce can be your voice whenever you need it. AnswerForce can help you grow your business by handling every phone call with professionalism, personality, and efficiency. Virtual receptionists are available 24/7 to assist you. This allows you to focus on the important things that matter: your customers. Our virtual receptionists can answer your calls even if you aren't available. We will send you detailed reports that include important information. Our friendly virtual receptionists will greet every caller and can connect you or your team to each call according to your call handling instructions. Efficient AnswerForce receptionists will schedule appointments for you and send you reminders when necessary. Professional AnswerForce receptionists will help you capture and qualify leads so you can focus on growing your business. With a bilingual answering service, you can ensure that more callers reach a caring and professional voice. -
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Melu
Melu
$161 per monthEnhance the support experience for your website visitors with live chat, a transformative tool that many businesses recognize as essential; however, managing it internally can prove challenging. The high costs associated with effective management have deterred numerous companies from implementing this technology. Fortunately, Melu offers a solution that can change the game. By integrating our services into your online operations, you can boost conversion rates and sales while delivering exceptional customer care. Our live chat operators are expertly trained to interact with your clients as if they were part of your own team. Throughout the onboarding phase, we ensure that our operators grasp your business's unique identity, values, and brand ethos, allowing them to represent your organization authentically. Setting up managed live chat with Melu is straightforward, risk-free to trial, and budget-friendly. With a diverse clientele spanning various sectors—including law, accountancy, fashion, PR, hospitality, dentistry, property, and education—Melu is well-equipped to cater to your specific needs and enhance your customer engagement strategy. Partner with us to transform your visitor interactions into meaningful connections. -
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HelpSquad
HelpSquad
$185 per monthWith HelpSquad, you'll never overlook a potential lead again, as our chat agents are dedicated to capturing leads 24/7. Upon signing up for HelpSquad, our team will thoroughly familiarize themselves with your business to ensure that your customers receive unparalleled support. We excel at responding to customer inquiries in real-time, effectively turning questions into sales opportunities. If your team prefers to manage chats during regular business hours, our agents are ready to take over during evenings and weekends, ensuring no chat goes unanswered! We’re also significantly more cost-effective than employing a full-time receptionist, with our services starting at just $185 per month. HelpSquad’s vision is to deliver exceptional, affordable, and customized 24/7 customer support to businesses of all shapes and sizes, across various industries. Our commitment includes training the chat support agents tailored specifically for your business, providing you with the reassurance that they will be available to assist your customers at all times. By choosing HelpSquad, you can focus on growing your business while we handle your customer interactions seamlessly. -
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HiredSupport
HiredSupport
$175 per monthOutsource your customer support needs, including live chat, ticketing, email, and voice calls. You can recruit live chat and voice agents who are available around the clock. Whether you run a business or a startup, you can engage in-house operators who are specially trained to provide live chat assistance. You can also hire both inbound and outbound voice agents, allowing us to serve as your dedicated call center. Additionally, our virtual assistants are equipped to handle back-office tasks, data entry, and various other support functions. Startups and digital enterprises rely on HiredSupport for comprehensive customer service, available 24/7. We are proficient in all primary support channels, assisting businesses in enhancing their customer support, sales, and back-office processes. More than 100 businesses and startups have placed their trust in us as their outsourcing partner for support services. Utilizing live chat can significantly boost your sales and elevate customer satisfaction for your business. With our exceptional chat agents, converting leads and ensuring customer happiness becomes a seamless process. Partner with us to elevate your customer engagement strategies and improve your overall business performance. -
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LivProp
LivProp
$250 per monthOur AI system is designed to manage straightforward inquiries such as location and accommodation preferences across your websites and social media platforms, while directing potential leads to our live agents available around the clock for enhanced conversion rates. Engage with your audience more effectively through popular platforms like Facebook, WhatsApp, and your website, bringing your projects closer to potential customers. We also offer the ability to transfer ongoing conversations from our agents to your sales team without any interruption, ensuring a seamless experience. You will receive instant notifications for on-site visits and potential closure leads while they are still active online! LivProp ensures that you connect with the most promising site visit leads in real time. Our human agents actively engage in conversations to understand the buyer's needs and provide tailored information that can significantly sway their purchasing decisions. At LivProp, we pride ourselves on providing comprehensive agent support at all hours, with our team expertly trained to maintain approaches and strategies that are in line with your brand's image and values. This dedication to brand consistency not only enhances customer trust but also fosters long-term relationships with potential buyers. -
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DeskMoz
DeskMoz
$199 per monthDeskMoz offers a premium live chat service with managed human operators available 24/7 for your website, ensuring expert support every hour of the day. Our in-house agents are highly trained and experienced, setting us apart from competitors who rely on freelancers and remote workers. We provide exceptional live chat services not just for websites but also for your Facebook Page, making it easy to engage with customers through a simple setup process. Our live chat experts are dedicated to addressing sales inquiries from your online visitors, resulting in a remarkable increase in qualified leads—up to three times more than before. Furthermore, we pride ourselves on the fastest turnaround time in the live chat outsourcing industry, deploying our skilled team to your site within just 24 to 48 hours. DeskMoz's 24/7 live chat services are not only more effective and responsive but also more cost-efficient compared to traditional phone and email support. Trusted by over 200 well-known global brands, we are committed to enhancing your customer engagement experience. By choosing DeskMoz, you can ensure that your customers receive timely and professional assistance, ultimately boosting your business's success. -
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Chat Metrics
Chat Metrics
$21.50 per monthWe assist B2B SaaS companies in securing 25% more demos from their current website visitors without incurring additional advertising expenses. By enhancing demo bookings, businesses can witness an increase in sales-qualified leads exceeding 25% without the need to raise their ad budgets. Additionally, our services can double your website's conversion rates and improve the lead-to-sale conversion by 28% through better-qualified prospects. Our seamless CRM integration allows for timely action on leads, supported by over 1,100 integrations and a customizable REST API, ensuring compatibility with your existing systems. Consequently, our automation and integration solutions guarantee a smooth transition with minimal disruption to your daily operations, making the onboarding process exceptionally straightforward. With these enhancements, companies can focus on their growth while we streamline their lead management. -
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Equinox
Equinox Agents
At Equinox, we have revolutionized the innovative approach of proactive live chat, which not only captivates SaaS prospects and users but also ensures their ongoing satisfaction as loyal, paying customers. By adopting our solutions, you can amplify your qualified leads by ten times without incurring additional costs to boost your visitor traffic! Moreover, Equinox guarantees to match or exceed your customer satisfaction metrics within 90 days, or you won’t owe us a dime! We understand your struggles. Although your customer satisfaction ratings should be elevated, the lack of sufficient support representatives hampers timely responses. Your internal agents are feeling overwhelmed due to the sheer volume of incoming tickets and chat inquiries. Moreover, merely relying on reactive chat is insufficient for genuinely connecting with your website visitors and clients as you ought to. As a result, you could be overlooking countless positive customer interactions each month, which are crucial for reducing churn and achieving your financial targets. This is precisely where Equinox steps in to make a difference. By partnering with us, you can transform your customer engagement strategy and drive meaningful results. -
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chat4business (c4b)
chat4business
$68.29 per monthChat4Business (C4B), a recognized leader in managed sales chat solutions, introduces an innovative product designed to elevate your online sales efforts. C4B Fusion merges the personal touch of skilled human operators with the streamlined efficiency of advanced bot technology, resulting in a service that not only enhances your brand but also captures real-time leads. You have the flexibility to determine which inquiries benefit from personal interaction, which can be managed through automation, and how to best utilize a combination of both to suit your needs. With C4B Fusion, you gain control over your online inquiries, boosting sales while enhancing the customer experience—all within a budget tailored to your business's requirements. We understand that purchasing decisions are driven by human connections, and we recognize the value you place on cultivating your premium brand. Our highly skilled and empathetic reception team is dedicated to welcoming your customers personally, qualifying leads effectively, and seamlessly connecting your website visitors with your sales team, ensuring every interaction is meaningful and productive. Ultimately, C4B Fusion is not just about technology; it's about creating relationships that drive results. -
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LiveChat Service
LiveChat Service
Ensure you never miss a chance to engage with potential clients by utilizing managed chat services! By outsourcing your chat management to LiveChat Service, you gain access to a dedicated team of professional chat operators who are ready to assist seven days a week, speaking five different languages. This service not only generates solid leads but also supports customers at every stage of their buying journey. Boost your efficiency by ensuring your website is staffed around the clock, enhancing customer interaction through preferred channels such as web chat, WhatsApp, and Facebook Messenger. Our chat operators communicate fluently in English, Dutch, German, French, and Spanish, all aimed at maximizing and optimizing your website's conversion rates. Maintain constant availability for your customers with our proactive chat operators who manage inquiries even during non-office hours and weekends. Establishing a strong customer relationship begins with effective communication, and promptly addressing customer inquiries is the fastest route to achieving elevated levels of satisfaction and loyalty. By integrating this service, your business can foster an environment that values customer engagement at all times. -
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Slingshot
Slingshot
$150 per monthSlingshot has the ability to qualify, sell, and arrange your calls, leads, chats, and texts, effectively transforming them into tangible revenue. As a staggering 70 – 90% of sales occur via phone, with 25% taking place during after-hours and weekends, it’s crucial to be proactive rather than reactive. We ensure you respond promptly and efficiently, around the clock. Our skilled agents embody your brand while utilizing a comprehensive software platform tailored specifically for home services. We can handle the complete sales process, set up on-site quotes, or qualify leads before passing them on to your sales team. Our sales agents, trained in the industry, are available 24/7 to qualify, sell, and schedule. We seamlessly integrate with numerous existing CRMs or can collaborate directly with your customer management system. Elevate your customer experience by providing the five-star service they expect, all while benefiting from Slingshot’s friendly agents' constant availability. By choosing to partner with Slingshot for your outbound sales, you have the opportunity to potentially increase your annual sales by 40%, making it an undeniably smart choice for your business's future growth. Additionally, our commitment to excellence ensures that your clients receive the best possible service every time they reach out. -
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Chat Agents
Chat Agents
$249 per monthOur chat representatives offer instant replies during key moments of a customer's purchasing journey. They have the ability to convert more site visitors into leads for your business, particularly those who might not take the step to fill out a contact form or initiate a phone call. By managing routine tasks such as completing forms for new client intakes around the clock, chat representatives free up your time for more important matters. Additionally, we facilitate appointment scheduling and bookings for your business, ensuring you maximize every opportunity. We guarantee to match or undercut any competitor's pricing, allowing you to save on costs. Our fixed monthly fee covers unlimited chat interactions at any time, day or night, on your behalf. The visitors to your site are a testament to your marketing and branding efforts, and we promise transparency without unexpected charges. Don't let limitations hold you back; we provide your website with continuous support from real people, enhancing engagement and customer satisfaction at all hours. With our dedicated team, you can focus on growing your business while we handle the communications. -
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PartnerHero
PartnerHero
$10 per hourSupport teams centered around your values that resonate with your brand identity. This toolkit is designed specifically for growing businesses. We create a tailored team that aligns with your company culture, customer expectations, and unique operational requirements. Additionally, we integrate comprehensive training, essential tools, valuable customer insights, and other resources, ensuring your operations can expand without compromising on quality or efficiency. Looking for assistance with evaluating your latest product launch? Our extensive network of global Software QA experts is at your service to help you meet your release timelines with confidence while keeping your apps and websites free of bugs. We treat your brand with the utmost care, as if it were our own. Our moderation and trust & safety professionals not only support your existing team but also seamlessly integrate with it, upholding your community standards across all languages and time zones. We offer a wide array of testing services, including regression and snapshot testing, system integration, functional, exploratory, and black box testing. Additionally, we provide user acceptance testing, localization testing, policy and workflow consulting, and strategies for online risk mitigation to ensure your operations remain secure and effective. Our commitment to your success extends beyond just meeting standards; we aim to elevate your brand’s reputation in the digital landscape. -
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ModSquad
ModSquad
Your clientele actively interacts with your brand, sharing enthusiastic praises during the day and raising bizarre grievances at night. To effectively manage text, image, and video content moderation, it's essential to have a skilled moderator who can embody and safeguard your brand with a personable approach. ModSquad emerges as the top choice for moderating social media and user-generated content across various platforms, languages, and geographical locations. This includes overseeing discussions and interactions, ensuring the safety of your audience while protecting your brand’s reputation. They meticulously review content in chat rooms, message boards, and comments, escalating significant concerns to the appropriate stakeholders. Their moderation strategies span multiple platforms and incorporate behavior-management software, along with recommendations for chat and safety tools. Additionally, they adhere to COPPA compliance and best practices for child safety. Their services also include bilingual moderation in foreign languages, with customized schedules that offer full hours or even 15-minute check-ins, available round-the-clock throughout the year. Whether your project is large or small, ModSquad is equipped to handle it with expertise and efficiency. -
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AnswerConnect
AnswerConnect
Our customer service experts are available to assist your visitors and callers 24/7. Your potential customers are available 24/7, wherever and whenever you need them. No voicemail, only real people. There is no voicemail or bots so you can do business with real people and not automated voices. Know your callers and manage calls. For a personalized experience, we recognize returning callers. Unique call script because no two businesses are alike. Your call flow will be unique to you. We integrate seamlessly with your existing systems and integrate via a shared screen or CRM integration. How can you provide high-quality customer support without having to hire full-time employees in-house? This level of service is not possible for many small businesses. With a small business answering company, you can enjoy the benefits of an in-house staff without the need to hire, train, and pay for staffing. Our agents work remotely from anywhere in the US so they aren’t affected by local service outages and natural disasters. -
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Kontak
Kontak
Almost 98% of individuals visiting your website exit without leaving any indication of their presence, and you may never realize they were there. By employing a trained agent on your site who is available around the clock, we help engage both current and potential clients, preventing them from departing to a competitor. With Kontak, we remove any delays, boosting the likelihood of visitors sharing their information by fourfold. Each new client appointment is incredibly valuable, typically ranging from $2,000 to $4,000 in customer lifetime value. Kontak ensures you secure several new appointments each month. Stay connected with your community and gain immediate feedback, while effectively communicating about special services and promotions. You can ensure your schedule is optimized for maximum efficiency by announcing exclusive rewards and events, allowing you to gather instant responses. Additionally, you will be able to send immediate confirmations to manage your schedule effectively, complete with built-in auto-reminders, ensuring clients never miss their appointments and helping you maintain a steady flow of business. This proactive approach not only enhances client satisfaction but also significantly boosts your overall engagement. -
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Peak Support
Peak Support
We alleviate the burden of customer service, technical support, and back-office tasks while enhancing their efficiency. From the moment you engage with us, a dedicated team will be assigned to assist you in maintaining quality even during high demand, swiftly onboarding new staff, and refining your operational processes. By partnering with Peak Support, you can concentrate on growing your business, ensuring that your customers receive the outstanding service they expect. Each client is supported by a committed account manager who collaborates with you to establish objectives for the team, provides performance insights, and offers actionable recommendations based on those insights. Our customer service representatives come with an average of eight years of experience in the industry and possess numerous positive endorsements. We deliver top-notch customer service across various channels, including email, phone, chat, and social media platforms. Additionally, we specialize in technical support for both hardware and software companies, ensuring comprehensive assistance through Facebook, Twitter, Snapchat, and any other social media avenue. Our commitment to excellence means that your customers will always have access to knowledgeable and responsive support, no matter where they choose to reach out. -
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The Chat Shop
The Chat Shop
Unlock a fresh competitive edge through immediate customer interaction with our combination of live human chat and AI-driven chatbots. We prioritize engaging visitors who show potential for conversion but may need a nudge to proceed. By employing insightful behavior analysis and tracking techniques, we pinpoint the ideal moments and messages for initiating meaningful conversations. Our live chat team, based in the UK and US, acts as your real-time experts in products and services. With the backing of AI chatbots, we streamline your sales funnel, enhancing the dialogue process. This innovative strategy not only provides a new competitive advantage but also yields previously overlooked returns around the clock. Amplify both the quantity and quality of leads generated from your website. Engage, qualify, and convert prospects effectively with our native-English live chat services. Experience increased revenue while delivering an exceptional customer experience through our distinctive live chat approach. By seamlessly integrating warm, engaging human interactions with intelligent AI support, we revolutionize the customer experience on your website, ensuring every visitor feels valued and understood. -
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CommVersion
CommVersion
Utilizing data-driven insights, this human-centric live chat service provides your sales team with highly qualified leads. By merging the capabilities of SmartChat with the nuances of human interaction, you can enhance your website's performance significantly. SmartChat effectively categorizes your audience and scrutinizes their behavior to pinpoint valuable prospects or those at risk of leaving. Our platform engages users in immediate conversations, purposefully designed to guide them through the sales funnel towards defined conversion objectives. The leads generated are either sent directly to your team or seamlessly integrated with your existing systems, leading to an average increase in conversion rates of 32%. Over 300 brands worldwide have experienced a transformation in their live chat functionality, turning it into a powerful tool for lead generation. The combination of human engagement and intelligent targeting works to elevate your digital conversion strategies. Additionally, a tailored knowledge base ensures that your brand's tone of voice is consistently reflected, providing a customer experience that aligns perfectly with your expectations and enhances brand loyalty. This approach not only drives conversions but also fosters lasting relationships with your customers. -
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SureCall
SureCall
SureCall Experts stands out as a premier Contact Center and BPO provider. Our dedicated team prides itself on its expertise and unwavering commitment to excellence, consistently going above and beyond to ensure that our clients, their partners, and their customers receive exceptional service. With a focus on crafting tailored solutions, our leadership is dedicated to collaborating with you to discover innovative strategies that promote business growth while ensuring customer satisfaction. Since the launch of our GoodCall™ program in 2016, we have continually adapted and expanded our efforts to give back to the global community. What began as a local initiative aimed at supporting non-profit organizations and registered charities through annual revenue donations has evolved into a more impactful mission. SureCall distinguishes itself through cutting-edge technology, adaptable architecture, and efficient programs. As recognized leaders in our field, we have garnered numerous awards and accolades for our commitment to service excellence, reinforcing our position as a trusted partner in the industry. Furthermore, our ongoing quest for improvement ensures that we remain at the forefront of innovative solutions in customer service. -
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Click and Chat
Click and Chat
Our dedicated team is available around the clock to interact with your site visitors and turn them into satisfied customers! They can engage in chat or text conversations, respond to inquiries, and assist in making purchases! Additionally, you are granted complete access to our chat software, enabling you to take over chats or texts at your convenience. Each customer benefits from our powerful, enterprise-level platform for customer engagement and marketing analytics. You will have insights into who is browsing your website, the ability to invite them for conversation, create skill groups, set up routing rules for your agents and departments, and analyze data through over 50 detailed reports. Leverage the expertise of our professional agents to ensure your business remains responsive even when you're not available; you'll never lose the chance to engage with a potential customer! Enhance visitor engagement with tailored greetings and prompt invitations that capture attention, all while being informed about their previous interactions and interests. By gathering customer feedback, you can improve satisfaction levels and elevate the quality of interactions with your agents. This comprehensive approach not only boosts customer loyalty but also contributes to the sustained growth of your business. -
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LeadChat
LeadChat
Engage your hottest leads with actual live chat representatives. Statistics reveal that businesses lose around 63% of their leads from paid traffic sources. Imagine the possibility of tripling your conversion rate by revamping your live chat approach! Today's customers crave immediate assistance and genuine connections, which chatbots simply cannot provide. At LeadChat, our top-tier sales agents are available around the clock to foster stronger relationships and enhance your conversion rates. You benefit from the expertise of an in-house sales team without incurring the associated overhead or requiring significant infrastructure investments. Hot leads are fleeting; you can have live agents available to chat just four hours after signing up with LeadChat! Our agents engage with every chat request in under 10 seconds, matching the speed of a chatbot but delivering a personal touch. Gain access to an instantly deployable team of sales professionals, eliminating the time-consuming processes of recruiting and hiring. With 98% of your website visitors exiting without making inquiries, we ensure proactive engagement before they leave! Our service not only enhances customer experience but also significantly improves your bottom line.
Managed Live Chat Providers Overview
Managed live chat providers are companies that offer a variety of customer service solutions through the use of live chat services. This type of service involves having a customer service representative available to interact with customers via an online chat window, providing immediate support and assistance to customers as they have questions or need help with products or services. The customer service representative can also handle inquiries, share information about products or services, and provide resolutions for any issues that customers may be experiencing.
Live chat is becoming an increasingly popular way for businesses to engage with their customers due to its ease-of-use and efficiency. It allows businesses to respond quickly to customers’ inquiries, build relationships with them, and convert leads into sales. Additionally, research has shown that the use of live chat can dramatically increase satisfaction levels among customers and improve overall customer experience.
Managed live chat providers typically offer several different packages depending on each business’s needs. These packages generally include customizations to ensure that all elements fit within the company’s branding guidelines and meet their customer’s expectations regarding design, function, etc., as well as specialized training for customer service representatives so they are fully knowledgeable about the company’s products or services. In addition to these customization options, managed live chat providers often have other features such as integration with existing CRM systems and analytics which enable businesses to measure performance and track metrics such as average response time, number of chats handled per hour/day/week/month/etc., average wait time before a conversation begins, number of conversations per conversation topic/product group/etc., success rate in resolving conversations accurately and quickly (in terms of first contact resolution), and more.
When selecting a managed live chat provider for your business’s customer service needs it is important to consider factors such as cost (both upfront fees for set up costs as well as ongoing monthly maintenance costs if applicable); availability (how many agents do you need?); scalability options should you need additional agents at any point; functionality (what features does the provider offer?); integrations; technical support; geographical reach; user feedback from past clients; data security protocols; reporting capabilities; customization possibilities; etc.
Reasons To Use Managed Live Chat Providers
- Cost Savings: Outsourcing live chat services to a managed provider is cost-effective and eliminates the need for hiring in-house staff to manage customer queries, saving on labor costs and providing an overall lower service cost.
- Increased Productivity: Managed providers can handle more interactions at once, meaning increased productivity levels for companies as well as faster response times for customers.
- Improved Efficiency: With managed providers handling multiple conversations simultaneously, businesses can offload tedious but necessary tasks like responding to FAQs or collecting data from customers that would otherwise require manual work, ultimately creating a more efficient operation
- Working with Professionals: The agents provided by managed live chat providers are trained professionals who understand how best to keep customers engaged and satisfied - something that would be difficult for untrained staff members of any business to achieve consistently without guidance from experts in the field.
- Round-the-Clock Availability: Many managed live chat providers offer 24/7 availability of agents, allowing customers around the world access support when needed without having to wait for business hours or face long delays before getting a response due to technical difficulties or lack of personnel able/available to answer their questions or address their concerns promptly at all hours of the day or night.
The Importance of Managed Live Chat Providers
Managed live chat providers are becoming increasingly important as businesses shift their strategies to provide better customer experiences. This type of service helps organizations stay ahead of the competition by reaching out to customers in real-time, providing them with quick and accurate answers. Offering a managed live chat service provides easy access for consumers to get the help they need quickly and effectively, leading to happier customers and higher rates of customer satisfaction.
Live chat is often an effective means of communication because it lets customers contact you directly with any questions or concerns they may have. In addition, all conversations can be stored in a secure log, making it easy to reference previous conversations while also ensuring that your employees don't miss anything critical when interacting with customers. Businesses can also incorporate automated responses into their managed live chat services which further saves time when responding to common queries or inquiries.
Having an experienced third-party provider managing your live chats will ensure that all interactions are professional, and accurate and give positive outcomes for both you and your customers. The provider can customize automated messages depending on who's initiating the conversation and what information is being requested – something that cannot be accomplished without using a dedicated software solution or if done manually by employees themselves. Additionally, having someone else manage the process takes away some responsibility from internal staff members so they do not have to spend extra time dealing with technical issues such as how long it takes for a response or how reliable the connection is between two parties during chats.
Overall, managed live chat providers are invaluable tools for companies looking to strengthen their customer experience efforts through fast response times and providing reliable support on demand where needed most - regardless if it’s after hours or during busy peak times throughout the day. Utilizing this type of technology makes sure that no potential sale goes unanswered as well as puts businesses one step closer to establishing strong relationships with their clients.
Features of Managed Live Chat Providers
- Chatbot Automation: Managed live chat providers offer automated chatbots that can quickly and efficiently respond to customer inquiries, freeing up agents for more complex tasks and improving response times.
- Pre-Chat Survey & Forms: Pre-chat forms help customers provide the support team with valuable information before speaking with a rep. This saves time by allowing customers to provide important data upfront which helps ticket routing as well as agent productivity.
- Agent Assignment Rules & Tickets Routing: Agents are automatically assigned to incoming chats based on criteria set by the admin, such as skillset or availability. Additionally, tickets can be routed depending on product type or location so they reach the right department faster and more accurately than manual assignment methods allow.
- Conversation Notes & Histories: Agents have access to past communications between agents, customers, or other third parties involved in the conversation which makes it easier for follow-ups and keeps all members of a discussion up to date about progress made so far when discussing client requests or conversation topics.
- File Sharing & Collaborative Workspaces: Multiple representatives from different departments can collaborate on a single request through managed live chat solutions with features like file sharing that allow them to share relevant documents without having to search through emails outside of their system platform while working together on an issue simultaneously.
- Analytics Dashboards/Reports: Analytic dashboards provide businesses important insights into customer behavior and overall performance trends such as average response times or sentiment analysis over time - all necessary elements in order for companies to make better decisions about how to improve the user experience for their clients going forward.
Who Can Benefit From Managed Live Chat Providers?
- Small businesses: Managed live chat providers can be a valuable resource for small businesses that don't have the resources to support their own in-house customer service team. They offer 24/7 availability and the expertise to handle customer inquiries quickly and efficiently.
- Large companies: Businesses with a large volume of customers may not be able to provide an adequate level of customer service on their own. By using a managed live chat provider, these businesses receive access to skilled agents as well as detailed analytics that can help them optimize their operations for maximum efficiency.
- eCommerce stores: Many eCommerce stores are unable to provide real-time support due to limited staff or resources. With managed live chat providers, they can ensure they're always available when customers need help - providing faster resolutions and improved satisfaction levels that will drive greater sales conversions.
- Startups: Startups are typically strapped for cash, but managed live chat providers allow them to set up shop without investing precious funds into developing an elaborate customer service infrastructure from scratch - allowing them more money for investments elsewhere.
- Busy professionals: For busy professionals, hiring out external services such as a managed live chat provider is often necessary in order keep operations running smoothly during peak times when stretched teams simply cannot cope with demand alone.
How Much Do Managed Live Chat Providers Cost?
The cost of managed live chat providers can vary significantly depending on the provider and services offered. Some platforms charge a flat fee each month to use their service, while others offer subscription plans based on usage or contact volume. There are also custom pricing options available for larger businesses with more complex needs.
Generally speaking, Managed Live Chat Providers will offer three different levels: basic, standard, and pro/enterprise. Basic is often the most affordable package that includes one user account and limited features like automated greeting messages and canned responses. Standard packages will typically include multiple user accounts as well as additional features such as real-time reporting and customer data tracking. Pro/Enterprise packages may feature even more customization options, including integration with third-party applications or custom development work on behalf of the client’s specific needs.
In addition to monthly fees for using their platform, many managed live chat providers also have setup costs associated with them if you need extra assistance configuring your account or setting up integrations with third-party programs.. The total cost associated with these services can vary greatly depending upon your specific requirements and desired outcomes from utilizing this technology in your business operations; so be sure to do your research before settling on a long-term contract.
Risks To Be Aware of Regarding Managed Live Chat Providers
- Confidentiality Breach: Using a third-party provider for managed live chat increases the chances of confidential information such as customer data or financial statements getting into the wrong hands.
- Poor Customer Service: Poorly trained operators can lead to subpar service and unhappy customers who may leave negative reviews or post bad experiences on social media.
- Data Protection Compliance Issues: If managed live chat providers are not compliant with applicable data protection laws, organizations risk hefty fines and other penalties.
- Increased Cost: Organizations may incur additional costs associated with hiring an outside vendor to manage their live chat services, including payment processing fees, setup, and hosting costs.
- Security Vulnerabilities: Managed live chats often involve the integration of multiple systems that can result in security vulnerabilities if they aren’t properly secured.
Managed Live Chat Providers Integrations
There are a variety of types of software that can integrate with managed live chat providers. These include customer relationship management (CRM) systems, enterprise resource planning (ERP) solutions, and eCommerce platforms. CRMs can be used to store customers' contact information, automate customer interactions and personalize their experiences while they're on your website. ERPs can allow you to manage finances and resources across multiple departments or different parts of the organization more efficiently. eCommerce platforms help businesses create an online presence where customers can purchase products or services directly from the company's website. Additionally, marketing automation tools such as email marketing campaigns and social media integration are also often available for integration when choosing a managed live chat provider.
Questions To Ask When Considering Managed Live Chat Providers
- What services do you provide and how do they align with our business needs?
- Can you provide us with a detailed list of features, capabilities, or services offered by your live chat platform?
- How easy is it to integrate the software into our existing systems and processes?
- What are the different plans available for businesses of different sizes (small, medium, large) and what features does each plan include?
- Do you offer any customer service or technical support after deployment of the managed live chat solution in case we encounter any issues during its usage?
- Are there any additional fees associated with setup/training/ongoing customer service for the managed live chat provider beyond an initial cost?
- Does your platform allow us to customize the look and feel of our live chats according to our company's specific branding guidelines (i.e., colors, and logos)?
- Does your platform offer integration options other than just a website based such as mobile applications or social media platforms like Facebook and Twitter?
- Is there a way to review analytics data on user engagement within my account so that I can measure success rates over time?
- How quickly can you deploy a managed live chat on my website or application once I sign up for a plan; is it instant deployment or will it take several days?