Live Chat Support
Outsourced live chat support is a service in which a dedicated team of trained agents answers your customers’ real-time chat messages on your behalf, using your tools, knowledge base and brand voice.
Explore Live Chat Support →Chat Customer Support Outsourcing Services
Chat customer support outsourcing covers every part of running a chat support operation: the agents, their schedules, the tools they work in, quality control and the data that comes out of each conversation. Choose a single service or combine them into one managed programme.
24/7 Customer Support
24/7 customer support is continuous coverage in which trained agents are available to answer customer chats every hour of every day, including nights, weekends and public holidays.
Explore 24/7 Customer Support →Ecommerce Chat Support
Ecommerce chat support is real-time help for online shoppers, covering pre-sales product questions, order status, delivery, returns and exchanges, delivered through chat on your store.
Explore Ecommerce Chat Support →SaaS & Technical Chat Support
SaaS technical chat support is in-app and website chat assistance for software users, covering onboarding, how-to questions, account and billing issues, and first-line (tier 1) troubleshooting.
Explore SaaS & Technical Chat Support →CRM & Help Desk Management
CRM and help desk management is the ongoing administration of the systems that store customer records and support conversations, including routing, tagging, macros, workflows and data quality.
Explore CRM & Help Desk Management →Customer Support Analytics
Customer support analytics is the measurement and analysis of support data, such as volume, speed, resolution, satisfaction and contact reasons, to improve service quality and business decisions.
Explore Customer Support Analytics →How do these services work together?
Most clients start with live chat support during their busiest hours, then extend to 24/7 coverage. CRM and help desk management keeps conversation data clean, and customer support analytics turns that data into decisions. Industry-specific teams, such as ecommerce and SaaS technical support, add product knowledge on top.
What do all services include?
- Recruitment, training and management of agents
- Playbooks, macros and escalation paths agreed with you
- Quality assurance reviews against a shared scorecard
- Regular reporting on agreed KPIs
Not sure which mix fits? Read how to choose a chat support outsourcing partner.
Ready to scale your chat support?
Tell us about your chat volume, hours and tools. We will reply by email with next steps.