Real Time Support - Live Chat

In an age of on demand services, consumers expect Customer Service teams to respond instantaneously to their requests.

With an in-house department, businesses often struggle to provide same-day response, especially during peak promotional periods or after hours. By outsourcing your contact center support for inbound calls, email, live chat and social media to a U.S. based provider like National Fulfillment Services, you can increase customer satisfaction, drive sales and improve conversion rates while fostering a brand connection with real-time one-to-one conversations. Our trained agents function as an extension of your business, responding to inquiries, relaying product information and helping complete the sale.

Advantages of Live Support Chat Services from NFS

  • Interact with multiple customers simultaneously for greater efficiency
  • Reduce call waiting times and email overload
  • Conversations logged for training, monitoring and full transparency
  • 24/7 service available for unbeatable coverage
  • Higher rate of problems solved on first contact
  • 6-time award winning U.S. based agent pool
  • Tiered dedicated support from individuals who know your brand
  • Customizable scripting with an in-house Training Coordinator to assist in development
  • Ability to utilize help desk applications like Zendesk and LiveHelpNow
  • Synchronize with your website and/or Facebook

Implementing live chat solutions from National Fulfillment Services is seamless. Based on your business objectives we will identify whether a dedicated, shared or blended agent pool is ideal. Once you select NFS as a contact center partner, our Training & Development Coordinator will work with you to create a customer service and processing requirements manual. Your suggestions and experience are invaluable in shaping proper control procedures.

Prior to taking calls, emails or live chats our Customer Service Agents go through one-to-one and classroom-based classes on all aspects of procedures and conventions used in processing data. Team training is also provided on promotional offers. Daily training reviews are performed to ensure optimal service is provided to your customers. Additionally, supervisors continually monitor employees to perform quality control checks on accuracy and message delivery. Your participation and feedback are both welcomed and encouraged during all stages of our partnership.

If you’re ready to outsource your live chat customer service or simply have questions about how National Fulfillment Services can improve your service levels while reducing your operating costs, please contact us today to extend the future revenues of your biggest asset – your Brand!

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