Never Leave a Website Visitor Waiting
Staffed chat coverage that answers while intent is high, instead of collecting an email address and replying tomorrow.
Final pricing depends on hours, shift timing, campaign difficulty, experience required and coverage. Telecom billed separately.
What usually prompts the call
A visitor with their card out asks one question in chat. Nobody answers for four hours. They buy somewhere else, and your analytics records it as a bounce.
How this service works
Dedicated chat agents work inside the platform you already run, answering from approved material, capturing lead details and passing anything complex to your team with the full transcript attached.
What agents do
Scope is agreed in writing during onboarding. Agents work within it and escalate anything outside it.
- Product and specification questions
- Pre-sales enquiries and comparisons
- Order and delivery status questions
- Returns and exchange information
- Lead capture and qualification
- Appointment and demo booking
- Website navigation and self-service help
- Basic customer troubleshooting
- Transcript tagging and CRM updates
Ideal for
This service tends to fit businesses in the following positions.
- Ecommerce stores losing sales to unanswered pre-purchase questions
- SaaS companies with trial users who need a quick answer
- Service businesses that want website enquiries qualified and booked
- Marketing teams paying for traffic that arrives outside office hours
- Any site where the chat widget is currently switched off
Platforms agents have worked in
- Intercom
- Zendesk
- Freshdesk
- Tidio
- LiveChat
- HubSpot
- Shopify Inbox
- Your own in-house chat system
Agents work inside whichever of these platforms you already run, using accounts you create and control. These are the tools our agents have worked in — not official partnerships, certified integrations or reseller arrangements, and we do not claim to be an approved partner of any vendor listed.
What actually happens, step by step
Your version of this is agreed during onboarding — this is the shape it usually takes.
- Visitor opens chat The conversation lands in your existing chat tool, in the queue your dedicated agents are staffing.
- Answer fast The agent responds inside your agreed response target, using approved answers and product material.
- Qualify Where the conversation is a sales enquiry, the agent captures the qualifying details you have specified.
- Convert or route The agent books the appointment, points to the right page, or escalates to your team with the transcript.
- Log Contact details and outcome are recorded in your CRM against the right record.
What you get back
Reporting is agreed during onboarding and built around what you will actually read. For this service it typically covers:
- Chats handled per shift
- Average first-response time
- Leads captured with contact details
- Appointments or demos booked
- Common question themes worth documenting
Live Chat Support FAQs
How many chats can one agent handle at once?
Typically two to three concurrent conversations while keeping replies quick and accurate. Pushing further increases response time and hurts quality, so we would rather recommend an extra agent than overload one.
Do I need to buy a chat platform?
No. Agents work in the tool you already use. If you do not have one yet, we will talk through common options during scoping, but the licence and account stay yours.
Can chat agents also handle email tickets?
Yes, and it is a common way to use quiet hours productively. Combining chat and email in one role is usually more cost-effective than staffing them separately at low volume.
What do agents do when they do not know the answer?
They follow your escalation rule rather than guessing. That is normally a handover to your team, a promise of follow-up within an agreed window, or a ticket raised with the transcript attached.
Often combined with
Most crews cover more than one channel. Combining an asynchronous channel with a live one usually gets more from the same hours.
Email & Ticket Support
Agents work your support inbox and helpdesk queue, replying accurately and keeping the backlog under control.
From $2.99/hrLead Qualification
Agents screen every inbound lead against your criteria and route only the ones that fit.
From $5.99/hrInbound Customer Support
Dedicated agents answer your incoming calls, resolve routine questions and document every conversation in your systems.
From $4.99/hrAfter-Hours Support
Evening, overnight and weekend coverage across calls, chat and tickets.
From $4.99/hrCommon in these industries
Related reading
How Many Customer Support Agents Does My Business Need?
A step-by-step method for turning your contact volume and handling time into an honest agent count, including why the naive calculation understates it.
8 min readRead →How Much Does Outsourced Customer Support Cost?
The pricing models providers use, what moves the rate, which costs sit outside the hourly rate, and how to compare two quotes that look different on purpose.
9 min readRead →What Does a Dedicated Support Agent Do?
What "dedicated" actually means, an hour-by-hour view of the work, and the boundaries worth setting before an agent starts.
7 min readRead →See exactly how this team gets built
Discovery, team design, agent selection, training, launch, QA, reporting and scaling — every stage has its own page.