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How to Outsource Live Chat Support: A Quickstart Guide

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Whether you’re focused on boosting conversions or supplementing your internal support team to provide 24/7 availability, outsourcing live chat support can be a strategic move. But what does this process entail, and how can you implement it in a way that works for your organization?

What Does Live Online Chat Support Entail? Isn’t AI Enough?

Live chat support involves agents responding to text-based chat messages on a brand’s website, app, or third-party platform for real-time communication with customers or leads. This synchronous option usually enables faster response times, as agents can speak with more than one person at a time.

While AI-driven chatbots offer significant efficiency, they can’t do it all. Here are a few reasons to keep live chat available as a support option, even if you supplement it with AI tools:

AI fatigue is a real concern. Many customers (including the majority of Millennials) prefer live chat, and being unable to reach a live representative is a frustrating experience.
AI isn’t great with creativity, empathy, or solving complex problems — and without the proper human input, it can also go rogue and provide incorrect information. Live chat complements AI tools by stepping in when human judgment is required.
Live chat fosters trust and personalized engagement, essential for building lasting customer relationships.

Ultimately, humans and AI work better together — and your CX strategy should utilize both in a way that works for your business.

Why Outsource Live Chat?

So, live chat is a crucial component of customer service, but why outsource it? Collaborating with a provider for live chat outsourcing can help you:

Focus on Core Tasks — If your in-house team is struggling to keep up with day-to-day support requests, it’s hard to prioritize strategic initiatives that align with your long-term vision. Live chat support outsourcing allows you to focus more time, effort, and resources on core activities that drive innovation and value for your organization.

Meet Customer Expectations Across Time Zones — Rather than interfacing with self-service tools like AI chatbots, many customers prefer real-time interaction with a human representative. However, maintaining 24/7 live support across time zones is often challenging, especially when relying solely on an in-house team. Outsourcing live chat support can help you provide consistent, quality service across time zones, enhancing CX.

Reduce Hiring and Training Time — Recruitment, hiring, and training demand considerable time and resources. By opting for chat support outsourcing, you can largely bypass these challenges, quickly implementing new processes or services without the delays associated with onboarding and training new staff.

Increase Scalability — Long-term scalability is vital for growing businesses. With a managed live chat services provider, you can quickly expand your customer support operations without compromising service quality, and seamlessly handle rapid fluctuations in support requests.

Best Practices for Outsourcing Live Chat

If you're considering making the strategic move to outsource your live chat, here are some steps you can take to do so effectively:

Define Your Goals and Needs — Before outsourcing, determine what you aim to achieve. Whether it's enhancing customer satisfaction, offering 24/7 support, or optimizing your ARR per FTE, clear objectives will help guide your vendor selection.

Research and Compare Vendors — As you research providers, consider all the factors that will constitute a valuable, high-quality partnership for your organization. Don’t just look for a low price, as overemphasizing cost savings can lead to quality issues. Consider factors like technology capabilities, communication style, flexibility, and agility, and look for managed live chat support providers with proven track records and positive reviews.

Define Required Services — Determine the specific services you need. Engage in discussions with potential vendors to align their offerings with your requirements. Consider solutions like technical customer support, multilingual options, and 24/7 coverage to maximize value.

Ensure Compatibility with Your Tech Stack — Identify a managed live chat provider who can integrate seamlessly with your existing technology, and confirm their compatibility with your preferred live chat platforms, including AI tools. Verify their security protocols, and ensure they have robust analytics and reporting capabilities to effectively monitor performance.

Consider Training and Ramp-Up — Choose a provider with well-established training and ramp-up processes, including a solid framework for equipping your outsourced live chat team with brand knowledge. Work with your provider to establish performance KPIs to ensure they deliver high-quality service aligned with your CX goals.

Establish Quality Assurance and Iteration Processes — Work with your provider to monitor live chat performance based on your selected KPIs, and leverage data-driven insights to make strategic changes.

Ready to Outsource Your Live Chat?

Outsourcing live chat support is a strategic decision that can transform CX and enhance operational efficiency. Whether you want to elevate your existing live chat experience or you’re ready to implement it for the first time, SupportNinja can help.

Our experienced team will assess your needs, develop tailored solutions, and ensure both your customers and your in-house teams benefit from enhanced support. We prioritize value and quality in our work to support your long-term success.