Offer instant and well-rounded customer support with our outsourced live chat service

In a modern, technological world, customers want instant access to, and support from, the businesses they use. This is where outsourced live chat support can help. By incorporating a professional live chat feature onto your website, you can reduce call volume and support your customers in real-time.

While phone lines and call centres are a significant part of customer experience management, there is plenty more to consider. To maximise sales and success, businesses need a customer service solution that also allows them to connect with customers the moment they encounter an issue. One that offers quick solutions and instant support.


And with CallCare’s live customer service chat services, this is exactly what you will get.


By offering a professional live chat tool, your customers can ask questions and get support at the click of a button, with no need to leave your website. There is no hassle to find a phone number, wait on hold, or try to locate the relevant department. Our live chat operators are available to your customers 24 hours a day, meaning no matter the time, they can be connected to a real person who will provide the appropriate care and expertise they need.

Why outsource your live chat management?

Why outsource this service?

At CallCare, we provide high-quality chat software that enables you to seamlessly interact with your customers. Allowing your business to effortlessly answer questions around the clock, live chat outsourcing is a simple and efficient solution to customer experience management that allows you to focus on what matters.

Dedicated live chat agents

Our specialised chat operators are well-trained, experienced, and capable of resolving customer queries quickly and effectively. We are dedicated to providing a high-quality live chat support and customer service that will reinforce your business’s positive reputation and maximise sales and profits.

Reduce obstacles for your customers

By allowing your customers to get in touch with you instantly, 24 hours a day, you reduce the obstacles that stand between them and a sale. The better you can support your customers, the more likely they will choose you over competitors, become repeat customers, or spread the word about your business.

The benefits of live chat for corporates

Live chat for customer service

In customer service, live chat works because it provides a channel for clients to quickly have their issues resolved.


Whatever a client’s issue is, their disappointment, anger and annoyance will only be amplified if they have to sit on the phone for an hour getting it fixed.


For example, if you’re an SaaS company and your service goes down, with live chat an enquiring client can quickly be informed “apologies, the service will be up again shortly”.


In a matter of seconds the client has the information they need, and though they may be disappointed, they know they’ll be able to use the service again soon.


Without live chat the client would be required to phone in, work their way through a complicated computerised switchboard, only to be put on hold while they wait for an operator.


During this time they become more and more aggravated wondering why the service they pay for isn’t working, and why they’re wasting their time being put on hold.


This turns a relatively small issue into a real grievance which customer service will then have to deal with.

Live chat can reduce staffing requirement

Another benefit of live chat is that it can significantly reduce the time spent dealing with enquiries.


As live chats are typically brief interactions, a customer service agent could handle several live chat enquiries in the time it takes to handle one protracted conversation over the phone.


This improved efficiency can be used to reduce staffing costs, or simply to allow staff to work more flexibly, switching between the phone and live chat for a less rigid work flow and greatly improved job satisfaction.

A man purchasing an item after a positive customer experience

Live chat for sales

Much like customer service, one of the benefits of live chat for sales is how quickly it lets your salespeople interact with potential clients. Perhaps a lead lands on your site and is impressed, but they can’t find the one vital piece of information they need to make a decision. Normally, they’d drop out of the funnel at that point and go looking on a competitor’s website.


All good salespeople know that a fresh lead is a hot lead, and that it’s important to talk to new enquiries as quickly as possible. And it doesn’t get much quicker than talking to a potential client while they’re still on the website.


Live chat allows salespeople to talk to new enquiries while their buying intent is still at its highest.


Right there and then your salesperson can explain why you have the right product for them, and hopefully convert the lead.


This is the ideal scenario, and while it might not always go that way, live chat can still be used to stop potential clients dropping out the funnel by allowing them to ask a question and get the information they need then and there.


Simply put – live chat lets salespeople maximise the potential of every visitor to the site without anyone having to pick up the phone.

Proactive or reactive live chat?

When live chat first appeared on websites it would simply sit in the bottom corner of the page as another method for people browsing the website to get in touch. This is called reactive live chat.


One of the main developments in live chat software is the idea of proactive live chat. In its most basic form proactive live chat simply means the window pops open by itself with some holding text such as “anything we can help you with?” to try and encourage visitors to start a conversation.


More sophisticated websites will set up certain triggers based on different customer behaviour. For example, you could set up a trigger so the live chat window opens with a sales message if a user has been browsing the pricing page for a while.


You could set up another trigger that opens a window straight through to customer service if a user is looking at your complaints process.


Different live chat software will have different levels of automation available, but for organisations interested in maximising customer journeys, proactive live chat is something to be considered.

A Group Fist-Bump After A Productive Team Meeting.

Live chat support in e-commerce

Live chat is already being used very effectively in a lot of B2C interactions, particularly on ecommerce sites, and it is seeing great results.


When House of Fraser implemented live chat on their sites, they saw the average basket size increase by 20%, and conversions reach as high as 29%.


With impressive results such as these it’s no wonder lots of businesses are looking to use live chat as part of their customer journey.


However, while the use of live chat is now well established in B2C and ecommerce, in the corporate and B2B world it can still be an unknown quantity.


This is no reason to stay away from live chat though, as it can be easily and effectively used in any business.

A modern, technological approach

Increasingly, customers’ only interactions with a business will be over the internet. For some, having to make a call in order to complete an order will be enough to put them off altogether, leading them to choose a competitor instead.


In the current technological landscape, it is important you are offering your customers modern solutions. A live chat feature allows you to provide a more seamless customer experience, minimising obstacles to sales, and offering instant support where necessary.


At a time where everything is impacted by technology, features like live chat ensure you are keeping up.

Good for business

Live chat services are not just helpful for your customers; they are good for your business, too. Firstly, they increase sales. Research shows that live chat services can increase customer conversions by up to 20% and that customers who seek out support through live chat are three times more likely to buy a product or service.


They are also more efficient than a phone service. While phone operators can only speak to one customer at a time, chat operators can speak to multiple customers at once, improving efficiency without sacrificing the support and service provided.


And lastly, they help to reduce the number of inbound calls. If you are already struggling to keep up with your call volume, a live chat feature could bring you some much-needed respite. By allowing your customers to resolve small issues quickly and efficiently via live chat management software, you minimise the workload of your phone operators and free up their time to handle the more complex queries.

Customer Services FAQs

Yes, we’re one of the few telephone answering outsourcing providers in the UK to be regulated by the Financial Conduct Authority (FCA).

No, it’s easy to get started straight away. We can provide you with a new telephone number and take your calls directly, or give you a unique code to divert calls to us during specific trading periods.

We take all necessary precautions to keep your data safe. We’re ICO regulated and GDPR compliant, conforming with the Data Protection Act of 1998. That means we’ll only use your information for the purposes you specify, and you’ll always remain in control of your data.

Yes, we can take calls for you at our UK call centres 24 hours a day, including bank holidays and weekends, and at no extra cost!

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