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BPO Insights by Enshored

Five Steps to Outsourcing Email and Chat Success

Five Steps to Outsourcing Email and Chat Success

November 23rd

In today’s hyper-connected marketplace, the need for instant customer communication transcends a mere competitive edge; it emerges as a business essential. 


If any business wants to scale, mastering these channels sets them up for scalable growth. Both email and chat are essential components of an effective customer experience (CX) strategy because they align with customer expectations for quick, convenient, and accessible support, while also providing businesses with efficient, and scalable customer service channels.


Why Your CX Matters

This strategic pivot aligns with emerging industry patterns, evidenced by 86% of businesses recognizing a higher engagement rate through text messages over emails. 


A significant 52% of consumers demonstrate an increased tendency for repeat purchases when businesses offer live chat support, underscoring the critical role of real-time interaction in fostering customer loyalty and repeat business.

Equally imperative is the role of live chat in bolstering customer retention. In e-commerce when a company is equipped with live chat features, they report a 63% rate of returning consumers. In contrast, a lack of prompt response to customer inquiries can lead to a 57% likelihood of transaction abandonment, underscoring the necessity of immediate, effective communication.


As an added benefit, integrating AI into customer support systems can further refine this process. AI capabilities, from expedited response times to intelligent query routing and complex case management, significantly enhance the quality and efficiency of client interactions. 

Business Boosting Benefits:


  • Improved operational efficiency
  • Cost-effectiveness
  • Timely responses
  • Effective handling of high inquiry volumes
  • Enhanced customer satisfaction
  • Potential business growth
  • Heightened customer satisfaction


5 Steps to Strategic Email and Chat Outsourcing

Customer Experiences

A well-executed outsourcing strategy can empower companies to meet customer needs but also propel company growth. Your caliber email and chat support can be a defining factor in this success. 

By outsourcing these integral services, ambitious start-ups and scale-ups can give their customers the convenience of round-the-clock support, without the substantial investment that an in-house support team would require.


Step 1: Embrace a Customer-Centric Approach

Prioritize innovation and agility. Ensure customer support services align with your business goals for dynamic and forward-thinking assistance, maintaining high-quality support as demand grows.


Step 2: Set Clear Outsourcing Goals

Define the objectives for outsourcing your customer service. Whether it’s achieving 24/7 support, expanding channel coverage, scaling your support team, or enhancing customer satisfaction scores, having clear goals ensures you find the right outsourcing partner to meet your specific needs

Step 3: Offer Multilingual Support

The ability to communicate in a customer’s native language is an invaluable asset in today’s global market. Not only does increase customer satisfaction rates and add to operational efficiency, but multilingual support services break down crucial language barriers, allowing companies to connect with a broader audience.

Step 4: Integrate AI for Even More Efficiency

Implement AI to streamline processes, from self-service bots to intelligent call routing. Reduce query handling times and empower agents with AI assistance to enhance customer interactions.

Step 5: Partner for Growth

When outsourcing, focus on embedding a culture of growth, innovation, and customer-centricity. Collaborate with partners that align with your growth ambitions and drive operational efficiency and cost reduction.

Delivering Impact

Our case studies showcase the significant impact that outsourced chat and email support can have on a company’s growth. 


TravelPerk experienced a dramatic increase in customer support capacity, growing from 15 to 400 agents and achieving over 90% customer satisfaction rates, thanks to Enshored’s efficient management of chat interactions. 


Similarly, amidst a 175% growth spike, Paddle partnered with Enshored to double their support hours and improve response times, resulting in a high customer satisfaction score and increased efficiency in meeting response targets​​​​.


Partner with Enshored

As a company founded by entrepreneurs, we deeply resonate with the challenges and milestones of the growth journeys of start-ups and scale-ups. Our focus is on making outsourcing straightforward and transparent. We offer clear pricing, flexible agreements, and a commitment to quality that addresses your unique needs. Our approach is designed to yield quick results, maintain your operational oversight, and ensure that our services are cost-effective, supporting you as you scale and evolve.


Contact us today to learn more about how we can help you grow.

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