Customer Support Outsourcing
Live chat agents who answer before the visitor leaves
A chat answered in 30 seconds converts; a chat answered in 5 minutes is a closed tab. We staff trained chat agents around the clock so every visitor gets a human, fast.
Overview
Live chat outsourcing on Aadhya
Live chat outsourcing gives your website 24/7 human coverage — trained agents answering pre-sales questions, rescuing abandoning carts and resolving support chats inside your existing widget (Intercom, Tidio, LiveChat, Zendesk Chat, Crisp).
Chat is the highest-leverage channel to outsource first: one agent handles 3–4 concurrent conversations, response speed is measurable to the second, and every transcript is auditable. It is the front door of the full support desk.
At a glance
- First response
- Under 30 seconds, staffed — not a bot stall
- Concurrency
- 3–4 chats per agent, quality-capped
- Coverage
- 24/7, weekends and holidays included
- Scope
- Pre-sales, support, cart rescue, lead capture
- Tools
- Intercom, LiveChat, Tidio, Crisp, Zendesk, Gorgias
- Pricing
- Per agent / month; shared desk for low volume
What you get
Built for accountability, not activity
- Sub-30-second first response as a staffed commitment, reported weekly.
- Pre-sales playbooks: qualification questions, objection answers and handoff-to-sales rules — chat as a revenue channel, not a cost centre.
- Cart-rescue prompts for e-commerce: proactive triggers on exit intent and stalled checkouts.
- Lead capture discipline: every anonymous chat ends with a captured contact or a logged reason why not.
- Bot + human design: where a chatbot genuinely deflects, we configure it — humans take everything that converts or frustrates.
How it starts
- Setup
- Widget audit, canned-response rewrite, product FAQ training, escalation matrix. One week.
- Pilot
- Two weeks live on your real chat volume, all transcripts visible to you daily.
- Scale
- Roster sized to your traffic curve — hourly heatmap decides shifts, not guesswork.
- Review
- Weekly: response times, CSAT, conversion assists, missed-chat count (target: zero).
Pricing shape
How this service is priced
Exact rates live on the pricing page — published, because serious buyers filter on it.
- Dedicated 24/7 pod
- Round-the-clock rotation on your widget. For sites with steady global traffic.
- Business-hours + overflow
- Your team by day, ours nights/weekends.
- Shared desk
- Under ~500 chats/month, fractional agents at a flat monthly rate.
Fit check
Built for some teams. Wrong for others.
Honest scoping saves both sides a month. This desk fits when:
- Stores and SaaS sites with real traffic but chats going unanswered after 6pm
- Teams whose chat widget is currently a lead-capture form wearing a costume
- Businesses where a 30-second answer visibly moves conversion
Probably the wrong desk if: Sites under ~200 chats/month where a shared desk beats a pod on economics — we will say so; Anyone wanting bots to fake being human; ours disclose and hand off; Deep technical support requiring engineer-level answers in chat.
The Aadhya way
Chat is the only support channel where speed is the product: the same answer, ninety seconds later, converts measurably worse. So this desk is engineered around the clock — sub-30-second staffing, concurrency caps that protect quality, and proactive triggers that treat chat as revenue infrastructure rather than a complaints hatch.
Questions buyers ask
Shared desks start around $400–600/month for low volumes; a dedicated 24/7 pod runs from roughly $2,500/month — still less than one US hire covering one shift. Exact rates on the pricing page.
Under 30 seconds first response, staffed for it and reported weekly. If we miss the bar in a week, that week’s report says so — you will never learn it from your customers first.
Yes, and they should: chat sits on your highest-intent pages. Agents work a qualification playbook, answer product objections and hand hot leads to your sales calendar live in the chat.
Intercom, LiveChat, Zendesk Chat, Tidio, Crisp, Gorgias, HubSpot, Drift and most mainstream widgets — we join your instance rather than migrating you.
We cap at 3–4 concurrent conversations. Above that, response quality and CSAT visibly fall — vendors promising 6+ concurrency are billing you for queues, not conversations.
Only where they genuinely help: after-hours triage, order-status lookups, routing. Anything with buying intent or frustration goes to a human immediately. We will also build the bot layer if you want one — see chatbot development.
Included in 24/7 pods. India’s holiday calendar differs from the US/UK, which works in your favour — Christmas and Thanksgiving coverage without begging anyone.
Onboarding week: your docs, your top 200 historical chats, a written FAQ pack you approve, then shadow-mode on live chats before solo responses. Agents keep a living product wiki thereafter.
Yes — proactive triggers on exit intent, stalled checkout and high-value pages, with soft scripts that help rather than pester. Typical assisted-conversion lift is measurable within the pilot.
Hindi natively, and written Spanish/German/French through a translation-assisted workflow that we disclose honestly rather than disguise — suitable for support, not for nuanced sales chats. For full multilingual desks we will tell you the honest staffing cost rather than improvise.
They stay in your chat tool, under your account. We export nothing; agents work on least-privilege seats under NDA from a managed office.
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Next step
Start with a pilot, not a contract.
Describe the queue, the list or the workload. You get a written pilot plan and a fixed quote within 48 hours — and the pilot itself proves us before you commit to anything longer.