Outsourcing live chat: your customer contact in safe hands
Outsourcing live chat means handing the conversation with your website visitors to people who do it all day. Our operators are trained on your business and work with AI that reads along and does the groundwork. You are left with the leads and the satisfied customers, without building a team of your own.
Outsourcing live chat does not have to mean a call centre
Anyone looking to outsource customer service usually ends up at a call centre: a contract per seat, a monthly minimum and staff serving ten clients at once. That model comes from a time when customer contact meant telephone traffic. For a business that is mainly found online, it rarely fits.
With us, customer contact runs through the channels your visitors already use: the chat on your site, WhatsApp and Messenger. You pay per conversation instead of per seat. And the operators chatting for you know your range, your delivery times and your tone, because they have been trained on exactly that.
No seats, no idle hours
You pay for the conversations you get, not for rostered hours that stay empty.
Trained on your business
No generic script. The operator knows what you sell, how you deliver and how your customer wants to be addressed.
Chat instead of a queue
Your customer does not have to call, work through a menu or wait until someone is free.
If you also want to hand over your email and WhatsApp service questions, with AI for the predictable ones, read more about outsourcing customer service.
When is outsourcing live chat the right choice?
Not every business benefits. Outsourcing works from 5,000 website visitors a month: enough traffic to get conversations out of it, but often not enough to put someone on it full time. If you recognise one of these four situations, it is worth considering.
You have the demand, not the staff
Plenty of visitors come in, but there is nobody who can respond to them straight away.
Phone and inbox are filling up
A large share of those questions is settled in a chat within a few minutes.
Your visitors are active in the evening
People do their research outside office hours, and that is exactly when your own team is not there.
You want to keep the quality up
One tone and one standard, even when it is busy and even when someone is off sick.
If none of them apply, outsourcing is probably not what you need. We would rather say so now than after three months.
How it works: outsourcing live chat support in practice
You do not have to build or install anything, apart from one script that goes on your website. Everything after that happens at our end.
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Introduction and set-up
We map out which questions your visitors ask, what a good conversation is worth to you and on which pages the chat should appear. Out of that comes a conversation approach tailored to your business.
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Training the operators
The people who will chat for you learn your range, your processes and your tone. They are tested before going live, and they keep being retrained when something changes.
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Live, with AI alongside
The AI reads along, suggests answers and handles the simple questions on its own. The operator takes over the moment the conversation matters. AI where it can, people where it must.
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Adjusting on what you see
You see every conversation and result back in the dashboard. What works, we do more of. What gets stuck, we adjust.
How that AI layer is built up exactly, you can read on our page on the AI chatbot.
Your outsourced helpdesk starts with the first line
Most of what comes in is first line: where is my order, does this part fit that model, can I move my appointment. Those are exactly the questions a trained operator with AI alongside settles straight away, without anyone at your desk looking up.
The questions that really need your knowledge reach you with the conversation underneath. So you never start from zero, and your customer does not have to tell the story twice. Your own people keep their time for the work they were hired to do.
Always available, even when your own team isn’t around
Your visitors do their research in the evening on the sofa, at the weekend and between appointments. At exactly those moments, most companies have nobody available, and a question gets lost or, worse, ends up with the competitor who does reply.
We chat from early in the morning until late at night, weekends included. If a question comes in that needs your decision, we pass it on with the full conversation attached, so you can finish it the next morning instead of starting from scratch.
All conversations in one place
Chat on your website, WhatsApp and Facebook Messenger all reach us in the same screen. The operator sees one conversation per customer, whichever channel it started in. A lead, an appointment or a service request we pass on to the system you already work with.
Live chat
The conversation starts on the page your visitor was already on.
Carrying on whenever it suits your customer, even a day later.
Messenger
Questions arriving via your Facebook page run in the same flow.
Your own system
Leads and appointments land in the CRM or the calendar you already use.
Which systems we connect to, you can see on the page with integrations.
What outsourcing live chat costs
You pay a fixed amount for the set-up and the training, and after that per conversation. You pay for conversations held, and for nothing else.
That keeps outsourcing easy to manage: you start with the traffic you have now and scale along as it grows.
The full breakdown is on the page with the rates for outsourced live chat.
How it is built up
- Set-up and training
One-off, before you go live.
- Per conversation held
The rate depends on your volume and the complexity of your questions.
- No fixed commitment
No seats and no cost for quiet hours. You do need at least 5,000 website visitors a month.
Companies that already handed it over
We chat for dealer groups, importers, webshops and home brands. What those clients have in common is that their customer does the research online and somewhere in that process has a question nobody answers. How that works out per client, you can read in the case studies.
Jaguar Land Rover Benelux
Importer · AutomotiveChat conversations from brand visitors picked up and passed on to the right dealer.
Hedin Automotive
Dealer group · AutomotiveQuestions about used cars and workshop appointments picked up before they reach the branch.
Bowerkt
Office and project interiorsBrowsing visitors guided to a showroom appointment instead of an abandoned form.
We work a lot for automotive and for brands in home and living.
Frequently asked questions about outsourcing
You pay a one-off fee for the set-up and the training of the operators, and after that per conversation. There are no per-seat costs and no fixed commitment. A minimum of 5,000 website visitors a month does apply: below that, too few conversations come in to make it pay off. Because the amount per conversation moves with your volume and the complexity of your questions, we make a calculation to go with it. The breakdown is on the page with the rates.
The script is on your site within a day. What determines the lead time is the training: the operators have to know your range and processes before they speak to a customer. The sharper you supply the frequently asked questions up front, the faster that goes.
We pass those on to you, with the conversation underneath. The visitor is told when to expect an answer and through which channel, and does not have to tell the story again. Questions that keep coming back we add to the conversation approach, so that next time they are answered straight away.
Yes, and for many clients that is the main reason. An operator who runs a conversation well recognises when someone has buying intent and guides them towards an appointment or a quote instead of only answering the question. If you want to put the emphasis there, have a look at outsourced lead generation and at what that means for more return from your customer contact.
Email yes, phone no. We do chat, WhatsApp, Messenger and email, and that is what our operators are trained for. For telephony you are better off with a call centre. In practice clients do see their phone traffic drop, because part of those questions is caught in the chat before anyone picks up the phone.
Another question? Get in touch
Wondering what outsourcing could do for you?
In a half-hour consultation, we look at your website traffic, the questions coming in and what a staffed chat could get out of it. You leave with an estimate, not a quote you then have to back out of.