Chat support outsourcing is very common nowadays when businesses outsource their CX team to a cost center. You could see it as an extension of the company’s project management team, mostly the one concerning sales. Companies generally outsource to do away with costs related to talent acquisition, or when they feel that they need an upgrade in terms of customer service experience. Business leaders in the second category do not immediately commit to chat outsourcing, but they have taken note that it is a successful sales and customer satisfaction strategy.
Do you think you will lose control of business operations related to sales if you subscribe to chat support process outsourcing? Absolutely not. These are the key data reveals that will help you understand the importance of chat support –
- Outsourcing can contribute to high turnover rates, ranging between 58% and 85%
- According to 40% of companies, outsourcing has led them to focus on key business areas and fostered growth
Therefore, there is a growing belief among most companies that chat support outsourcing can lead to better business outcomes in more ways than one. In 2025, live chat outsourcing can help your business with a strategic boost so that you can race ahead of your competitors.
In this article, let us take a look at what chat support outsourcing is, why chat support is such an important service, and why businesses are keen on it to enhance their revenue.
What is Chat Support Outsourcing?
If you have been meaning to outsource chat support, you might want to go through the basics of it first. That way, you would be able to set expectations for yourself and understand whether these services align with your current business requirements. Live chat outsourcing basically means that, as a business, you will be
- Delegating your CX segment, at least the chat feature of it, to an external agency
- Collaborating with an expert sales team (external) who will be responsible for propagating your brand vision through their interaction with your customers
- Reaching your customers 24/7, solving their issues in real-time, and nudging them at crucial purchase moments, rather than by bombarding them with sales adverts
It is interesting to note that a whopping 63% of customers consider live chat support as their favored mode of communication. Thus, in 2025, chat support outsourcing could take your business on the right path by reducing operational costs and enhancing total revenue.
What Importance Does Live Chat Support Hold for Businesses?
When a business decides to outsource live chat support, they are definitely thinking of upscaling their business sooner or later. Therefore, to build a bigger brand and expand its market, a brand must have its presence felt among the masses. To be successful in this agenda, businesses must make their brand idea clear to everyone, and they can effectively do so when they outsource chat support. Apart from that, a robust chat support system
- Improves Response Times: Thanks to a CX resource that utilizes both AI and human agents for grievance redressal and sales, your brand is now available to customers 24/7. They can reach you anytime and get their issues addressed without your having to get involved in the process at all.
- Reduces Cost: Outsourced live chat agents are not your liability but your assets. They are an expert workforce that you have at your disposal, but do not have to look after their compensatory aspect and associated costs. Relevantly, the ROI of this strategy is high, with companies reporting up to 305% returns achieved from outsourcing live chat!
- Allows Businesses to Focus on Core Strategy: Businesses cannot afford to think about CX all the time because they have core aspects like market research, innovation, identification of gaps in the market, and monitoring competitor advances, among others. All of these are important pointers that require an intelligent and informed approach by deploying the best minds to the cause. Chat support outsourcing allows businesses the breathing space to carry out these crucial processes.
- Ensures Scalability: Outsourcing CX-related voice telco services can help you in your planning for upscaling. Without having to worry about the extra workforce you would need to ramp up business, you can get access to brilliant CX infrastructure.
- Customer Satisfaction: Chat support outsourcing can resolve issues faster with personalized services to customers. Thus, customers feel valued and consider buying again from a business. In context, the concerned business enhances revenue and reduces customer churn.
Thus, live chat outsourcing could be the x-factor you were looking for to build your brand in 2025.
What Makes Businesses Trust Live Chat Support for Enhanced Revenue?
Let us understand this at the very beginning. Businesses do not simply trust an outsourced service – they make sure it works in their favor. Let’s break it down.
Investing in the Right Service Provider
Companies look for outsourcing agencies that have proven prior experience in the concerned domain. When this basic requirement matches, it is easy for companies to test and understand the level of expertise and infrastructure they can expect. Based on this data, it calculates whether the partnership would be viable or if the growth model it visualizes will still align with the partnering agency during upscaling.
Flexibility of Services
A successful chat support outsourcing depends a fair bit on the flexibility that the outsourcing agency provides concerning its services. As a business, you might need their services on a seasonal basis. The question that you should be asking yourself then is whether the cost structure would be viable even then. In other words, the outsourcing decision would bring you optimal profit while being aligned with your business requirements. Otherwise, the outsourcing agency will always be a cost center to you, and never turn out to be a profit center.
Response to Feedback
When you opt for live chat support outsourcing, one of the principal things to look out for is the concerned agency’s response to your level of satisfaction with their services. If they are ready to lend a patient ear to your concerns and train employees to accommodate your requests, you have found a good partner. An effective response to your feedback would reflect in the steps they take to address your issues and be quantifiable through performance metrics.
Seamless Integration
The chat support outsourcing agency you are counting on must have the same wavelength as you with regard to vision and ambition. A successful alliance only takes place between entities that believe in similar ideas of growth. Furthermore, the ideal outsourcing agency would be ready to ramp up its operations to suit your requirements. They would do that not just to retain you, but to push their own boundaries for measurable growth.
Performance Metrics
The performance metrics of the outsourcing agency are kept under scrutiny with the help of Key Performance Indicators (KPIs). At the beginning of the partnering journey, a business sets clear expectations and tracks the agency’s performance. One such telling metric is the First Response Rate (FRR), which is the time taken for the live chat resource to respond after a customer has expressed a query via the chat feature. Since businesses opt for chat support outsourcing with the expectation that customers will have a fast resolution to their grievances, they expect a low FRR to maintain a good brand impression.
As a business, you must thus choose your chat support outsourcing agency with a fair bit of judgment for the best results.
Live Chat Support Too Difficult to Handle? Outsource Chat Support to Atidiv and Build Your Brand!
Atidiv offers a range of customer support experience services that businesses love to avail to build their brand value among customers. With dedication and finesse, Atidiv makes sure that your brand is truly represented to the customers when they contact you via live chat support.
Atidiv offers –
- Trust and safety, so that you know that your brand is in safe hands
- Brand presence across 25+ platforms so that your customers can reach you anywhere without having to fumble around for support
- Access to valuable data gathered during live chat support, so that you can improve your services with a more holistic approach
- 24/7 customer assistance, so that your customers would love to be in touch with you
To understand customer experience better, read this Atidiv story on how to elevate the post-purchase experience for the customer.
FAQs
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Why is the flexibility of services a key feature of live chat support in 2025?
Flexibility regarding live chat outsourcing services is a major point to consider before investing in an outsourcing agency. Flexibility of services offers businesses the breathing space to think about upscaling without having to worry about talent acquisition for relatively shorter time spans. Competent CX outsourcing brands like Atidiv allow businesses to plan and upscale their operations without having to worry about liabilities.
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Why do I need chat support outsourcing to reduce my operational costs?
Chat support outsourcing is one of the best ways to reduce operational costs because you are not paying the individual human CX agents or investing in the infrastructure that the outsourcing agency provides to you. Moreover, the rent for office spaces and internet costs when you widen your operations account for considerable expenditure that you can do away with by outsourcing.
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What performance metrics should I focus on while choosing a live chat outsourcing agency?
While it is not easy to form a comprehensive opinion about the outsourcing company without working with one, researching them helps. Key areas to consider include relevant experience in your business domain and KPIs like First Response Rate.