Customer Support (Live Chat)

Overview

What we deliver

We staff live chat with trained agents who handle multiple conversations, follow your scripts, and capture qualified leads.

We provide live chat support for websites, in-app widgets, and messaging channels. Our agents work in your chat platform, follow your tone of voice, and handle product questions, account issues, and qualification for sales. They juggle several conversations at once while keeping response times short and answers accurate. Supervisors monitor live sessions, score quality, and update canned responses as products change. We track first-response time, conversation length, CSAT, and lead handoff quality, and we share clear reports each week. We can run chat during business hours, extended hours, or twenty-four seven across time zones. Agents are trained on your knowledge base, scripts, and escalation paths before they take live traffic. We work with your security and privacy rules, log conversations in your CRM, and provide tagging that helps your team see what customers are asking about most often.

Fit Check

Built for teams like yours

Who it's for

SaaS websites with sales chat
E-commerce stores converting visitors
B2B sites with high lead value
Subscription services with self-serve users
Firms running seasonal campaigns

Pain points we solve

Slow chat response times
Missed conversations during peak hours
Inconsistent agent quality
Weak handoff to sales
No reporting on chat themes

What's included

Capabilities

Everything we cover in this engagement.

Website and in-app chat coverage
Sales qualification chats
Support and account chats
Canned response management
Lead capture and CRM logging
Conversation tagging
Live monitoring and coaching
Multi-shift coverage

How we work

Our process

A clear, predictable path from kickoff to outcomes.

01

Plan

We define use cases, scripts, hours, and target metrics.

02

Configure

We set up routing, canned responses, and CRM links.

03

Train

We train agents on product, tone, and qualification.

04

Launch

We start with close supervision and daily quality reviews.

05

Refine

We update scripts and staffing as volume and themes shift.

What you get

Deliverables & outcomes

What you get

Trained chat team
Canned response library
Tag and routing setup
Weekly performance reports
Quality review notes
Monthly themes report

Outcomes you can expect

Faster first responses
More qualified leads to sales
Higher CSAT scores
Lower cost per conversation
Better insight into visitor questions

Timeline

3 to 5 weeks to go live

Engagement

Monthly retainer, Project, Sprint

Tools we use

Intercom, Drift, LiveChat, HubSpot, Tidio

KPIs we track

First response time, average resolution time, CSAT, leads qualified, chats per agent

Client stories

What clients say

"

My books were 90 days behind and I was avoiding my accountant. They cleaned up nine months of mis-categorized Shopify and Stripe entries, set up proper rules in QuickBooks, and now my close lands on day four of every month. First time in three years I opened a P&L without wincing. Cash forecasting actually makes sense now.

D.R.

"

Our SDRs were spending two hours a day copying lead data between Salesforce, Outreach, and a Google Sheet nobody owned. They mapped the whole flow, stitched it together in n8n, and added a dedupe step we did not even know we needed. Got 38 hours a week back across the team. The SDRs were the ones who pushed to expand it further.

Rebecca F.

Proof