Support Operations
Chat Support Outsourcing
Live chat coverage across your website and app, with automation absorbing repetitive questions and specialists handling the conversations that need real judgment.
What this covers
Live chat coverage across website and in-app channels
Chat-to-ticket escalation when a conversation needs follow-up
Automated responses for repetitive questions, backed by specialists
Coverage hours matched to your actual chat volume
Problems this solves
- 01
- Chat abandoned because nobody responds fast enough.
- 02
- Chatbots that frustrate customers with no human option.
- 03
- Chat volume spiking with no coverage plan.
- 04
- Conversations that need follow-up but fall through the cracks.
How it works
Map chat volume
We look at question types, volume, and current response times.
Design the split
Automation handles repetitive questions; specialists handle the rest.
Staff & escalate
Live chat runs with a clear path to tickets when a conversation needs it.
Example use cases
Live chat coverage during business hours with after-hours automation
Chat-to-ticket handoff for issues that need more than a quick answer
Automated first response backed by a specialist for anything complex
FAQ
Do you replace our chatbot or work alongside it?+
Either — we can design the automation layer from scratch or work alongside what you already have, with specialists handling the handoff.
What happens when a chat needs follow-up?+
It escalates to a ticket with full context, so nothing gets lost between chat and support.
Can coverage match our actual traffic patterns?+
Yes — coverage hours are based on your real chat volume, not a fixed default schedule.