Live Chat Support Outsourcing
Live chat agents for US consumer brands, around the clock, inside the chat tool already on your site.
Why chat is a different job from email
Chat is the only support channel where the customer is still on the page, often with a full cart. That makes it a revenue channel as much as a support one, and it changes what the agent needs.
- Speed is the product. A shopper who waits does not wait; they leave.
- Concurrency is a skill. Handling three conversations well is not the same job as handling one.
- Product knowledge converts. Chat questions are frequently pre-purchase, and the answer decides the sale.
- Coverage gaps are visible. An unanswered chat widget is worse than no widget.
We cover EST, CST and PST time zones, with US-based account management.
98%
Average QA
Score
4.8
Average CSAT
Rating
60%
Cost Savings vs
In-house Teams
Why Brands Trust Our Outsourced Live Chat Support
We deliver instant, tailored interactions that elevate customer satisfaction and foster long-term loyalty. Our live chat outsourcing assists the sales team, enabling e-commerce and software-as-a-service companies to connect with website visitors during critical moments, win back abandoned shopping carts, qualify leads, and generate conversions by interacting proactively with customers.
Simple Integrations and Smarter Interactions
The Integrations You Expect (and A Few You Might Need)
Effortless connections with Freshdesk, Salesforce, Zendesk, Sprinklr, and other existing tools.
Supercharged for Faster Resolutions
Insights cut FRT to 40 seconds, optimizing real-time interactions and reducing wait times.
Enterprise-Grade Data Security
Strict access controls and fraud detection ensure risk-free customer interactions.
Automation on the repeat questions
Between 30 and 80% of repeat queries can be automated with quality checks in place, leaving agents on the chats that need judgment.
Live chat staffed around the clock, inside the tool you already run
What it costs
Around 60% less than in-house
Measured against a fully loaded in-house agent: benefits, recruiting, management and the idle time between peaks.
What that includes
Recruiting, training, management, quality assurance and the tooling, all inside the rate.
Priced on hours and concurrency
Chat pricing moves with coverage hours and how many conversations an agent handles at once, so a quote follows a short call.
How a quote is built
Coverage hours, expected chat volume and the concurrency the work allows.
Start with a pilot
A pilot team on a slice of chat volume, with transcripts and quality scores you can read before you commit.
What you see first
Transcripts, quality scores and response times from real chats, before a team size is fixed.
What the team handles
Pre-sales and order support
Sizing, stock, shipping, discount codes and order changes, plus proactive chat triggered on the pages you choose.
Post-purchase and escalation
Returns, exchanges, refunds and warranty, escalated with context, and cover when your team is offline.
Faster responses and better conversions equal business success.
Our expert chat support outsourcing offers all this and more.
24/7 Live Chat Support Outsourcing FAQs
Live chat outsourcing means hiring another company to manage your website’s chat. Their trained agents talk to visitors, answer their queries, and help them in real time. This outsourcing solution allows your business to offer exceptional support without the costs of maintaining an in-house team.
It has simple procedures to follow. Contact Atidiv, share your business needs, and they will create a plan for you. Their team sets up the chat system, trains agents to match your brand, and starts helping customers online.
With professional customer support outsourcing company will get 24/7 coverage without hiring more staff. It helps you answer more customers, improve sales, and offer faster help. Outsourced live chat reduces wait times, increases conversions, and builds stronger customer relationships while allowing your team to focus on core business needs.
Our live chat services seamlessly integrate with your existing tools such as CRM systems, knowledge base platforms, and e-commerce solutions. This integration ensures our live chat outsourcing professionals have instant access to relevant customer information, enabling them to provide personalized support that addresses specific customer issues.
Yes, our expert live chat agents receive comprehensive training on your products, services, and business needs. They have access to your knowledge base and can escalate complex issues to specialized support teams when necessary. This ensures all customer inquiries receive appropriate attention, regardless of complexity.
Live chat support significantly increases conversions by engaging website visitors at critical decision points. Our chat agents are trained in sales techniques that help reduce shopping cart abandonment and identify upselling opportunities. Studies show that customers who engage with live chat are 2.8 times more likely to complete a purchase than those who don’t.
Unlike an in-house team that typically works during standard business hours, our outsourced live chat service provides 24/7 coverage across all time zones. This ensures your customers receive immediate assistance from a live person whenever they visit your website, enhancing customer satisfaction and supporting global business operations.
Yes, we offer multilingual support through our global team of chat agents. This ensures your international customers can communicate in their preferred language, creating a more comfortable and effective customer experience. Multilingual capabilities significantly enhance customer engagement and satisfaction for businesses with a global presence.
Atidiv’s live chat support has trained teams that are fast and friendly and offer 24/7 service that handle chats professionally, keeping website visitors happy customers. Our chat agents work as an extension of your brand, providing the same customer engagement you need to keep clients satisfied.
FRT on live chat is under 60 seconds. We prioritize real-time responsiveness and adjust staffing levels dynamically even during peak hours or sales events.
Our agents typically handle 2 to 4 concurrent chats, depending on the account’s complexity, tools used, and your specific preferences. For high-touch support or luxury brands, we reduce concurrency to maintain quality and personalization.
Our agents respond within 30 to 60 seconds on average. We use real-time monitoring and do queue management.
Atidiv enhances live chat support during high-demand U.S. retail periods such as Black Friday and Cyber Monday by swiftly increasing the number of trained agents, employing AI-powered chatbots to handle initial inquiries, and prioritizing urgent matters through intelligent routing.