Service
Chat Support
Live chat is where customers expect an answer while they are still on the page. We staff chat as a managed queue with agreed concurrency, response targets and escalation paths, so conversations stay quick without becoming abrupt.
What the team handles
Chat Support
- Pre-sales and product questions during browsing
- Order, delivery and account queries
- Troubleshooting with defined escalation paths
- Proactive chat on high-intent pages, where you want it
- Handover to email or voice when a case needs more room
Scope is confirmed with you during the design stage and written into the operating plan before the team goes live.
Measurement
Metrics usually agreed for this service
Targets are set with you before launch. These are the measures the conversation normally starts from — the numbers attached to them are yours to define.
- 01
First response time
Target set per client
- 02
Average handling time
Target set per client
- 03
Concurrency per agent
Target set per client
- 04
CSAT after chat
Target set per client
- 05
Transfer and escalation rate
Target set per client
Reporting cadence, escalation thresholds and the review meeting rhythm are agreed alongside the targets themselves.
Before you commit
Practical questions about chat support
The questions buyers ask once the brochure stage is over.
- How many chats can one agent handle at once?
- Concurrency is set with you, based on the complexity of your conversations and the quality bar you want to hold. Simple order queries and technical troubleshooting do not carry the same load.
- Which chat platforms can your team work in?
- We work inside your existing helpdesk or chat tool. If you have not chosen one yet, we can talk through what your volume and channel mix would need.
Where it fits
Sectors that most often run chat support as part of a dedicated team
Next step
Talk through chat support for your business.
Bring your current volume, tooling and response targets. We will tell you what a workable team looks like — including when the answer is a smaller one than you expected.