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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.

Chat Support

Chat support is a common method of customer service or support that offers assistance to customers through the use of a messaging app or online chatbot. Delivered by live agents or through artificial intelligence (AI), chat support supplements more traditional customer service channels, such as voice or email. When facilitated by live agents, chat support offers customers the opportunity to receive responses in real time, while maintaining human connection and empathy. For companies that opt to use a chatbot, support can be made available at all hours, giving customers the opportunity to resolve simple issues at any time of day or night.

Chat support allows customers to connect with brands at their convenience, without having to pick up the phone. By connecting through chat support, customers receive instant responses in real time, expediting issue resolution and increasing customer satisfaction. When connected with a chatbot or live agent, customers can continue to multitask, all while working toward issue resolution. Companies that implement chat support can expect higher rates of customer satisfaction and improved relationships over time, along with cost and time savings.

From basic chat support to more advanced solutions that include chatbots and cobots, SYKES’ offerings cover a wide range of customer service needs. Starting with a detailed analysis of your current strategy, SYKES develops a customized chat support plan that includes tailored recruitment, training, and scripting to match brand voice. SYKES’ solutions fuel chat support through analytics, automation, machine learning, and more, ensuring that your customer experience never misses a beat. Whether you’re implementing a chat support program for the first time or looking to improve upon an existing one, we build personalized chat support plans that include an optimized recruiting and training process, innovative technologies, and consistent performance analysis with solutions for improvement.

Chat Support