A phone with a live chat on the screen

Live Chat Support Outsourcing: Benefits and Best Practices

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By SilverBell Group
SBG Knowledge hub, knowledge is power and we are sharing it with you

Unlock the full potential of your customer service with this comprehensive guide to outsourcing live chat support. Discover the benefits, best practices, and expert tips for seamless integration and enhanced customer satisfaction.


  1. What is The Role of Live Chat Support in Customer Service?
  2. What are the Biggest Benefits of Outsourcing Live Chat Support?
  3. What are the Best Practices for Outsourced Live Chat Support?
  4. How to Choose the Right Live Chat Support Provider?
  5. Implementation Process for Outsourced Live Chat Support
  6. What Can Be the Common Challenges in Outsourcing Live Chat Support?
  7. Which Metrics Should Be Measured for Outsourced Live Chat Success?
  8. How to Find the Right Team for Outsourced Live Chat Support?
  9. Conclusion
  10. Frequently Asked Questions (FAQs)

What is The Role of Live Chat Support in Customer Service?

Definition of Live Chat Support

Live chat support is a dynamic software tool embedded within a website, designed to facilitate instant communication between customers and support teams. This technology transcends traditional customer service channels like email, offering a more immediate and interactive help solution. By integrating live chat support, businesses outsource a critical component of their customer service to specialized agents, ensuring that queries are addressed in real-time.

Importance of Live Chat Support

The significance of live chat support lies in its ability to provide instant assistance, dramatically enhancing customer satisfaction and loyalty. It serves as a pivotal touchpoint on a website, where customers can receive immediate help without the delays associated with phone or email support. By opting to outsource this function, companies leverage specialized expertise, ensuring that their customers always have access to knowledgeable and prompt support, thereby boosting the overall customer experience.

What are the Biggest Benefits of Outsourcing Live Chat Support?

Cost Efficiency

Outsourcing live chat support presents a cost-efficient solution for businesses, significantly reducing operational expenses that are often associated with managing in-house teams. By leveraging external resources, companies are freed from the financial burdens of recruitment, training, and salary overheads. This model allows businesses to allocate their budget more effectively, focusing on areas that drive growth and innovation. Moreover, outsourcing converts fixed labor costs into variable costs, offering financial flexibility that in-house teams simply don’t provide.

24/7 Availability

The round-the-clock availability of outsourced live chat support ensures that customers receive assistance at any hour, catering to global audiences across different time zones. This continuous support system is crucial for businesses aiming to maintain a competitive edge, as it meets the modern consumer’s expectation for instant help. Outsourcing to regions with varying working hours enables this seamless 24/7 service without the need for your local team to work unconventional hours, thus ensuring that your business is always online, free from the constraints of traditional office hours.


Outsourcing live chat support offers unparalleled scalability, allowing businesses to adjust the volume of support based on current demand. This flexibility is essential for handling peak periods or unexpected surges in customer inquiries without the need to hire additional staff. It ensures that resources are utilized efficiently, scaling up or down as needed, without compromising service quality. This scalable solution means companies don’t have to worry about the resources and logistics involved in expanding their in-house teams, making it easier to manage operational costs and focus on growth.

Multilingual Support

Access to a pool of multilingual agents through outsourcing expands a company’s customer support outreach, breaking language barriers that could otherwise limit customer engagement. This multilingual support makes services more accessible to a broader audience, enhancing customer experiences by offering help in the language they are most comfortable with. For businesses looking to operate globally, this is a significant advantage, ensuring that language differences don’t hinder customer satisfaction and engagement.

Focus on Core Business

By outsourcing live chat support, companies can redirect their internal resources and focus towards their core business operations and strategic expansion. This shift in focus allows businesses to concentrate on innovation, product development, and other areas critical for growth, free from the day-to-day management of customer support services. Outsourcing live chat thus acts like a strategic partner, handling customer interactions efficiently, while businesses can invest their time and resources in what they do best, driving forward their primary objectives without the distraction of operational tasks.

What are the Best Practices for Outsourced Live Chat Support?

Clear Communication Guidelines

Establishing clear communication guidelines is paramount for maintaining brand consistency across all customer touch points. When businesses outsource their live chat support, it is crucial to provide agents with well-defined protocols and scripts. This ensures that every customer interaction on the website reflects the company’s values and messaging accurately. The use of technology in training and monitoring helps in fine-tuning these guidelines, ensuring that outsourced agents represent the brand just the way an in-house team would.

Product and Service Training

Effective product and service training equips outsourced live chat agents with the necessary knowledge to provide accurate and helpful support. It’s not just about familiarizing them with the products or services but also about understanding the nuances and contexts in which they are used by customers. This type of training ensures that agents can address inquiries confidently and competently, enhancing the customer’s experience on the website. Incorporating technology like virtual training sessions or access to an updated knowledge base can facilitate continuous learning and adaptation.

Fast Response Times

In the realm of online customer service, speed is of the essence. Fast response times are not just preferred; they are expected by customers using live chat on a website. Outsourcing live chat support offers the advantage of leveraging different time zones to ensure that customer inquiries are addressed swiftly, any time of the day. Utilizing technology to streamline processes and alert agents to new messages can significantly reduce response times, directly boosting customer satisfaction and perception of the brand.

What are the Best Practices for Outsourced Live Chat Support?

Personalization and Empathy

Personalization and empathy go a long way in creating meaningful connections with customers. When live chat support is outsourced, it is vital to train agents to not only solve problems but to do so with a personal touch and understanding. Customers should feel heard and valued in every interaction, regardless of the issue’s complexity. Technology, like CRM systems, can aid in this by providing agents with customer history and preferences, allowing for a more personalized and empathetic approach during live chat sessions.

Integration with CRM Systems

Integrating live chat support with Customer Relationship Management (CRM) systems enhances the ability to deliver personalized customer service while gathering invaluable insights. This integration allows outsourced live chat agents to access customer data, history, and past interactions, enabling them to make informed decisions and provide tailored support. It’s an effective way to bridge the gap between customer service and sales, as insights gained from live chat interactions can lead to improved customer experiences and opportunities for upselling or cross-selling directly through the website. This technology-driven approach ensures a seamless flow of information, making every customer interaction more meaningful and effective.

Read more about the benefits of outsourcing customer service and how to outsource customer support in general.

How to Choose the Right Live Chat Support Provider?

Reputation and Experience

When looking to outsource live chat support, the reputation and experience of a provider play a pivotal role in ensuring that your customers receive the quality of service they expect. A provider with a proven track record and extensive proficiency in the field is more likely to deliver a solution that not only meets but exceeds your expectations. This aspect is critical because you want to make sure that the center handling your customer interactions is just as committed to customer satisfaction as you are.

Scalability and Flexibility

Selecting a live chat support provider that offers scalability and flexibility means that the service can grow and adapt alongside your business. As your customer base expands or your service offerings evolve, you need an outsourced solution that can adjust to these changes without sacrificing quality or efficiency. Providers who can seamlessly scale up or down ensure that you can meet your customers’ needs at all times without incurring unnecessary costs or logistical challenges.

Security Measures

Security is paramount, especially when outsourcing services that involve handling sensitive customer information. A reputable live chat support provider must implement stringent security protocols to protect your customers’ data during every interaction. This commitment to security reassures your customers that their information is safe, which is essential in maintaining trust and loyalty. You want to ensure that the solution you choose does not just focus on customer service but also prioritizes the security of customer information.

Language Support

The ability to offer multilingual support is a significant advantage when outsourcing live chat support, particularly for businesses that cater to a diverse customer base. Choosing a provider that can communicate in the languages your customers speak ensures that your support is inclusive and accessible. This level of support is crucial for businesses aiming to expand their reach globally, as it makes customers feel valued and understood, regardless of their language.

Cost and Value

The decision to outsource live chat support should not be driven by cost alone but also by the value the service provides. It’s essential to weigh the cost of outsourcing against the quality and range of services offered. A provider that may seem more expensive initially could offer a comprehensive solution that adds more value to your business and your customers in the long run. You want to choose a provider that offers a cost-effective solution without compromising the quality of support your customers receive.

Implementation Process for Outsourced Live Chat Support

Needs Assessment

The company has to do an in-depth analysis to pinpoint its interaction requirements, focusing on how the software can facilitate an increase in sales. This step is crucial for aligning the software’s capabilities with the company’s long-term sales strategies and interaction goals.

Vendor Selection

Selection hinges on finding a software vendor whose offerings not only meet the company’s interaction specifications but also promise to augment sales processes. The goal is to ensure that the chosen solution can seamlessly integrate with existing workflows while propelling sales forward.

Training and Integration

Comprehensive training for the team ensures they are well-versed in utilizing the new software, maximizing its potential to enhance sales interactions. Concurrently, the software is integrated with the company’s existing systems, creating a unified platform that streamlines sales operations and interaction management.

Testing and Optimization

The final phase involves rigorously testing the software to identify and rectify any issues, ensuring it operates at peak efficiency. Post-launch, continuous optimization efforts are undertaken to refine the software’s use, ensuring it consistently supports the company’s sales objectives and interaction quality.

What Can Be the Common Challenges in Outsourcing Live Chat Support?

Language and Cultural Differences

The company may face challenges in bridging language barriers and cultural discrepancies, which can affect the effectiveness of global interaction strategies and potentially impact sales negatively.

Quality Control

Ensuring consistent service quality across all agents using the software becomes a challenge, as variability can lead to inconsistencies in the company’s sales and service experiences.

Data Security Risks

When a company shares sensitive information with third-party providers, it faces the risk of data breaches, which can compromise client trust and potentially hinder sales.

Response Time Variability

Variations in agent workload can lead to inconsistent response times, challenging the company’s ability to maintain swift and efficient sales and service interactions through the software.

Expand your knowledge about the topic with our blog on outsourcing customer service pros and cons and find out how much does it cost to outsource customer service.

Which Metrics Should Be Measured for Outsourced Live Chat Success?

Response Time

This metric measures the average time agents take to respond to a real question or inquiry, reflecting the efficiency of the solution in providing timely interactions. A swift response time is crucial for maintaining engagement and doesn’t leave potential leads waiting, which could otherwise encourage them to seek solutions elsewhere.

Customer Satisfaction (CSAT)

CSAT scores gauge how satisfied users are with the interaction they’ve had, offering insights into whether the communication solutions meet their expectations. High satisfaction levels indicate that the solutions not only address users’ questions effectively but also add value, encouraging repeat interactions.

First Contact Resolution (FCR)

FCR tracks the rate at which agents successfully resolve users’ issues during the first interaction, without the need for follow-up via email or additional help. Effective FCR is a key indicator of how well a solution can independently handle inquiries, directly impacting user satisfaction and efficiency.

Conversion Rates

Monitoring conversion rates helps assess the impact of interaction solutions on turning inquiries into actionable leads or completed transactions. A positive change in conversion rates signifies that the real-time interaction solutions effectively contribute to lead generation and add to the overall success strategy.

How to Find the Right Team for Outsourced Live Chat Support?

Matching Your Business Needs

It’s critical to ensure the team you choose is well-versed in your industry’s specific requirements and goals. They should have a clear understanding of your terms of service and privacy policies, ensuring they can align their interaction strategies with your client’s expectations.

Striking Out Cultural Balances

Opt for a team that has demonstrated an ability to navigate and bridge cultural differences effectively. This capability is essential for providing a nuanced customer experience that respects diverse backgrounds and enhances client contact quality.

Experience of tExperience of the Live Chat Support Team

Assess the team’s experience and track record in handling high volumes of interactions within your specific industry. This evaluation will give you insight into their ability to manage workflows efficiently and maintain high standards of quality in client interactions.

Openness to Regular Training and Feedback

The right team should show a commitment to ongoing improvement, being open to regular training and responsive to feedback. This trait is vital for adapting to new industry standards, privacy requirements, and client needs, ensuring the team remains effective over time.

Check Their Customer Support Tool and Performances

Investigate the technological tools the team uses for managing interactions, including software for tracking and analyzing chats. Evaluating their performance metrics, such as response times and resolution rates, alongside their pricing structures, will help you determine if they offer a cost-effective solution that meets your privacy standards and client service objectives.

Before you jump to the last section of our article you might want to read more about our in-depth guide about customer support outsourcing or to find out more about omnichannel customer support on the previous link.


This blog concludes by highlighting the key themes explored, emphasizing the importance and effective strategies of engaging external teams to enhance interaction experiences. It underscores the need for alignment with business goals, cultural sensitivity, continuous improvement, and technological proficiency to meet and exceed client expectations. Ultimately, these practices contribute to a richer, more satisfying engagement journey for users, fostering loyalty and satisfaction.

Frequently Asked Questions (FAQs)

This option involves partnering with an external team to manage real-time interactions with clients on your platform. It allows a company to leverage specialized expertise, ensuring clients have access to immediate responses.

By choosing this approach, companies gain the advantage of offering round-the-clock interaction capabilities without the need for constant internal oversight. It’s a highly efficient way to manage client inquiries, ensuring that every question is addressed promptly.

Selecting the appropriate provider requires a deep understanding of your specific needs and how a potential partner can meet them. Look for a provider with a proven track record in handling multiple client interactions efficiently and who values continuous improvement.

Companies should be aware of potential hurdles such as differences in language and culture, maintaining quality across all interactions, safeguarding client data, and ensuring consistent response times. Knowing these challenges can help in choosing a provider that mitigates these issues effectively.

Key metrics include the average time it takes to respond to client inquiries, satisfaction levels among your clients, the rate at which issues are resolved on the first interaction, and how these interactions contribute to your objectives. These indicators provide a clear view of how well the chosen option is performing.

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