Managed Live Chat Outsourcing | Online Support Experts | CDM Direct
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Contact Centre Solutions



Managed live chat to improve conversions and increase retention.




Why Live Chat?

Customers engaged with live chat are 3 times more likely to return and average 48% larger order sizes.

Live chat has a customer customer satisfaction rating of 73% - placing it above email (61%) and phone (44%).

Live chat is win-win - customers are able to interact quickly and easily and you enjoy significant cost savings.

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Six Reasons Your Business Needs Live Chat



Live chat has the highest satisfaction rating levels of all customer experience channels.

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Proactively Offering Assistance

Your customers don't always know when to reach out for help.

Our managed live chat solutions offer custom triggers, offering assistance before it's needed. Agents are only engaged when the customer responds.

83% of consumers require some degree of customer support while making an online purchase.
Hit Your Sales Targets

96% of website visitors aren't ready to buy. An instinctive and powerful online support system ensures no customers slip through the cracks.

We're experts in e-commerce and products of a technical or complex nature.

We're Up All Night

Smart businesses support their customers when they're ready to buy.

That's why our live chat solutions have the option to be available 24/7 - because your customers won't wait until morning.

Put Quality First

Utilise experienced agents without the on-boarding cost. Our expert customer service and sales staff will increase customer engagement and conversions.


Why CDM Direct?

Agile

We're able to adapt to a changing business landscape quickly and seamlessly.

People

Our people become your people, offering the highest standard of customer service to your customers.

Experience

We have over 25 years of experience working across a wide range of fields.

Responsive

We're experts at getting campaigns into field, and delivering, quickly.

Technology

We've made the investment in state of the art technology so that you don't have to.


Five Steps To An Exceptional Online Customer Experience

You may have already dealt with CDM Direct and not even known it! We've learned how to seamlessly maximise customer relationships using a cross-platform approach, and we're experts at providing a unique and agile solution to match your business.

We know your business is unique, so we take you through a tailored process to ensure we are providing you with the very best online support solution.

Step 1 - Assess Your Needs

Who are you customers? How many enquiries do you get? What are your common inquiries and issues? These are just a few of the questions that we find out up front to make sure that we know exactly what we need to do to make this campaign a success.

Step 2 - Design A Tailored Trial Campaign

Once we have understood your needs, we will create a tailored trial campaign for your business that outlines exactly what we will be doing and how we will be helping to provide your customers with superb online customer service.

Step 3 - Handle The First Enquiries

Once you give us the nod, we proceed to start our trial campaign of 100-250 hours. During this period our team of customer service experts will be in constant contact to ensure we are hitting our targets and delivering high quality service to your valuable customers.

Step 4 - Assess The Results

Upon completion of the trial, we will go back over the campaign and generate an after action report which outlines what we did, what worked, and what didn’t. At this point we will have a much better idea of how we can help you with your customer service on an ongoing basis.

Step 5 - Maximise & Scale

After reviewing our report and confirming you would like us to continue, we can scale up most campaigns significantly to handle all of your customer service enquiries.



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Let's Talk

We're ready to help you grow your business in so many ways. Let's talk and we can show you how.