Live Chat & Email Support, Outsourced Right
Written support is where accents disappear and tone matters most. Our agents write clear, warm, on-brand English across chat, email, SMS and social messaging.
Omnichannel Coverage Without the Hand-offs
Chat and email look cheaper than voice until response times slip and the backlog becomes the brand. We staff written channels with agents trained specifically for them: concurrency on chat, queue discipline on email, and macros that sound like a person rather than a template.
Because our agents are native English writers, your customers get answers they understand on the first reply. Quality reviews sample real transcripts every week, and your team sees the same scorecards we do.
We work inside the tools you already use, including Zendesk, Freshdesk, Intercom, Gorgias, HubSpot and Salesforce Service Cloud, or we can recommend a stack if you are starting from scratch.
Scope of the Service
- Live chat with managed concurrency
- Email and ticket resolution to SLA
- SMS and in-app messaging
- Social DMs and comment moderation
- Knowledge base and macro upkeep
- Weekly transcript reviews
- Response-time and CSAT reporting
- Overflow and after-hours coverage
Where This Fits Best
E-commerce and subscription brands
Order, shipping and returns questions that spike at launch and in Q4. See our e-commerce page.
SaaS support teams
Tier 1 product questions, password and billing tickets, and triage that keeps your engineers out of the queue.
Teams adding chat for the first time
We help you decide where chat belongs, set concurrency and SLAs, and staff it from day one.
From First Call to Go-Live
Channel audit
We review volumes, current response times and your tooling, then set target SLAs with you.
Team build and macro library
Agents trained on your product and tone, with a macro and knowledge base we maintain together.
Launch and tune
Soft launch, then weekly transcript calibration and SLA reporting.
Live Chat FAQ
Can the same agents handle chat, email and phone?
Yes, if you want a blended team. Many clients prefer channel-specialized agents for written support, and we staff either way.
What response times can you commit to?
Chat first response typically under 60 seconds and email within hours rather than days. Exact SLAs are set in your agreement.
Do you support multiple languages?
Our core strength is native English. Ask us about Spanish coverage for specific programs.
Which help desk tools do you work in?
Zendesk, Freshdesk, Intercom, Gorgias, HubSpot, Salesforce Service Cloud and most others. We work in your instance so you keep your data.
Related Services & Guides
Customer Support Outsourcing • Sales & Upselling • Back-Office Processing • HIPAA-Compliant Healthcare BPO • Quality Assurance
Read: 5 Signs It's Time to Outsource Your Customer Support • How to Choose a Nearshore BPO: A Buyer's Checklist
Industries: Healthcare • E-commerce & Retail • SaaS & Technology • Financial Services
Ready to Cut Your Support Costs Without Cutting Quality?
Tell us about your operation. We will show you a seat-by-seat cost comparison and what a 60-day transition looks like.