Outsourced live chat is the process of hiring a third-party to manage your website’s customer chats. This team handles real-time inquiries and customer support on your behalf. Through it, businesses can easily provide consistent customer service without an in-house support team.
Remember that awful day when your website crashed on Black Friday? Suddenly, all your agents were stuck answering messages instead of making sales! Sorry, maybe that’s highly relatable, but it’s every small business’s “support chaos” story.
Need a solution? What if you pivot your in-house team to some other critical tasks, and instead, a trained team handles every customer question with 100% clarity + professionalism? That’s the magic of live chat outsourcing.
It gives you round-the-clock support without needing you to build a chat support team from scratch! Be aware that live chat support has a 73% average customer satisfaction rate, much higher than email (61%) and phone (44%). Some outsourced providers even reach 92%, showing that trained live chat agents, when managed well, can turn casual visitors into loyal customers.
So, want to stop drowning in chat queues and start delivering 24/7 support like a pro? In this article, you will first learn what a live chat service for websites is and how it works. Next, you will check out some of the proven benefits of live chat outsourcing and five major signs that indicate it’s time to outsource.
What is a Live Chat Service For Websites?
Outsourcing live chat means hiring another company to handle the chat support on your website. Instead of using your own staff to reply to customer questions through the chat box, a trained team from another company does it for you. They talk to your website visitors and answer questions on your behalf.
How Does Outsource Live Chat Support Work?
Live chat outsourcing services providers act as an extension of your business. They deploy trained agents for your business who talk to your website visitors in real-time. Let’s see how the process usually works:
Step I: Understanding Your Business
The provider first learns about your:
- Products
- Services
- Tone of voice
- Common customer questions
This knowledge so gained allows their agents to respond like part of your team.
Step II: Setting Up Chat Access
They integrate with your website’s chat system or use their own software. You grant them access and permissions needed to manage conversations.
Step III: Sharing the Knowledge Base
To gain the maximum benefit, you share:
- FAQs
- Support documents
- Key policies
The customer support agents of your hired agency use this information to answer questions accurately.
Step IV: Going Live
Lastly, once everything is ready, the agents start handling chats from your site. Such a management is either full-time or done only during some specific hours you choose.
5 Latest Benefits of Live Chat Outsourcing in 2025
It has been observed that companies using live chat (including outsourced solutions) commonly see a 40% increase in conversions. Additionally, about 93% of customers are likely to make repeat purchases from companies that provide excellent customer service and a strong live chat support.
So, are you still ignoring live chat? Think again! In 2025, outsourcing live chat support is highly recommended for D2C/ consumer brands operating in multiple geographies, such as the US, UK, and Australia.
For more clarity, check out the five latest benefits of live chat outsourcing in 2025:
1. Faster Help = Happier Customers
Customers always want immediate responses. Studies show that the average live chat response time is 15 seconds, which is much faster than traditional channels.
An outsourced live chat support team is trained to respond with minimum wait times and handle questions with high accuracy. This makes customers more satisfied with your service, which leads to better reviews + stronger customer loyalty.
2. More Chats, More Sales!
When visitors get real-time help while browsing your website, they’re more likely to buy. Studies show that users who engage with chat are 2.8 times more likely to make a purchase!
This largely happens because live chat agents can:
- Clear doubts
- Guide choices
- Push hesitant buyers toward a decision
That’s why most VPs, directors, and senior managers of D2C companies and consumer brands (earning $5M + revenue) consider live chat a direct driver of sales and conversions.
3. Lower Operating Costs
Building an in-house team is expensive! Yes, you must spend huge sums of money on:
- Paying salaries and perquisites
- Organizing training programs,
- Subscription to live chat software
- Renting additional office space
In contrast, with outsourced live chat support, you pay only for the service and not the setup. Several studies show that outsourcing usually costs $2,000 to $4,000/ month versus $6,000 to $8,000 internally. Moreover, by outsourcing live chat, several mid-size businesses enjoy up to 40% compared to in-house teams.
This happens because you can smartly reduce your overhead and gain access to skilled agents without building a team from scratch.
4. Round-the-Clock Availability
Even if your business closes at night or on weekends, an outsourced team can keep your chat support running. This allows customers from different time zones to still reach you! This benefit is highly relevant for growing D2C/ consumer brands with 5+ employees and operating in multiple regions, such as the US, UK, and Australia.
Such a 24/7 availability often leads to fewer missed opportunities and better global reach.
5. Access to Skilled Agents
Several leading live chat support outsourcing companies, like Atidiv, already have trained agents with experience across different industries. For example, Atidiv, a leading digital customer experience solutions provider, serves 20+ industries and is trusted by 70+ global clients, such as HomeChef, TireBuyer, AngelList, Fabletics, and more.
By outsourcing to such professional agencies, you don’t need to spend time or effort finding and training the right people. They provide you with skilled agents who can start handling your customer chats from Day 1.
5 Major Signs Showing You Must Outsource Live Chat Support in 2025!
Popular studies show that outsourced live chat support teams can handle 30 to 50 customer queries per day per agent. Additionally, average first response times for outsourced live chat support are as low as 40 seconds, and can be as quick as 10 seconds when there’s no queue!
Is your in-house team this capable? Are they meeting these established benchmarks? If not, it’s time you consider outsourcing live chat for customer engagement. To be more sure, check out these 5 major signs below:
1. You’re Getting More Chats Than You Can Handle
Your website is seeing more visitors, and your current team can’t keep up with all the chat requests. Customers wait too long or leave before getting help.
Please note that when chat queues grow and service quality drops, it’s high time that you bring in outside support to manage the volume.
2. You Can’t Support Customers 24/7
If your customers are in different time zones or expect support at night and on weekends, your in-house team may not be enough. If you are missing questions and experiencing customer churn, consider hiring an agency that offers live chat service for websites.
The benefit? Through outsourcing, you can stay available round-the-clock without hiring extra staff for night shifts.
3. You’re Spending Too Much on Hiring and Training
Please realize that building and managing a full chat team takes time and money! If your budget is tight and your existing staff is already stretched thin, go with outsourcing.
It gives you access to trained agents without the cost of hiring, training, or managing them yourself.
4. Your Team Lacks Specialized Skills
Some customer questions require deep knowledge, such as:
- Technical issues
- Product-specific help
- Detailed service walkthroughs
If your current team is made up of only generalist agents, they can’t offer an accurate and to-the-point solution to such queries. The end result? Your customers leave frustrated and will probably switch!
Here again, outsourcing live chat support gives you access to agents who already have the experience needed.
5. You’re Not Learning From Your Chat Data
Chat tools generate valuable data, such as:
- What customers ask
- What problems keep coming up
- When visitors are most active
If you’re not tracking or analyzing this information, you’re missing insights that can improve your business. Nowadays, many outsourcing providers include reporting and analysis as part of the service. Making such an analysis is highly recommended for multi-national D2C companies and consumer brands operating in the US, UK, and Australia regions and earning $5M+ revenue.
Outsource Live Chat Support to Atidiv in 2025. Let Us Serve Your Customers 24/7!
In 2025, several mid-size businesses are struggling with:
- High chat volumes
- Limited staff
- Rising operational costs
- Gaps in expertise
The result? High customer churn and falling revenue figures in such a competitive market! So, what’s missing?
- Does your customer support department offer live chat support?
- Even if it’s a yes, are they meeting the benchmarks?
Studies show that nowadays, about 79% of customers prefer live chat support due to its instant responses. Undoubtedly, it is one of the most favored support channels!
Don’t miss the momentum! Instead of building and training an in-house team, outsource live chat support to specialists. Atidiv is a leading live chat outsourcing services provider trusted by over 70 clients across 20+ industries.
Our clients have seen up to 60% cost savings compared to in-house teams. Through our deep operational expertise, we’ve helped businesses save over $50 million in service costs.
Ready to make the switch? Outsource your live chat support to Atidiv today. Book a free consultation!
Outsource Live Chat Support FAQs
1. Will outsourced agents understand my business and customers?
Yes! A good live chat service provider always invests time in learning about your:
- Products
- Services
- Tone
- Customer pain points
Additionally, they even use detailed onboarding and training to make sure their agents represent your brand properly and answer queries with 100% accuracy (just like your in-house team would).
2. Is outsourcing live chat support expensive in 2025?
For mid-size businesses, outsourcing live chat support is often much cheaper than managing it internally. When you build an in-house live chat team, you need to pay for:
- Salaries
- Employee training
- Supervision
- Software and other overhead costs.
On average, an in-house team can cost between $6,000 and $8,000 every month. In contrast, outsourcing live chat costs only $2,000 to $4,000 per month. That’s because third-party providers already have the trained staff and infrastructure in place.
You’re not starting from scratch! Instead, you’re plugging into a ready-to-use service. As a result, you save up to 40% by outsourcing.
3. Can I offer 24/7 support through outsourcing?
Yes! One of the biggest benefits of live chat outsourcing is round-the-clock support. You can serve global customers anytime, even when your in-house team is offline.
This kind of service is highly beneficial for D2C companies and consumer brands with clients spread across multiple regions, such as the US, UK, and Australia. VPs and directors of such companies usually outsource to improve customer satisfaction and prevent lost sales.
4. What if chat volume suddenly increases?
Most live chat outsourcing companies give you 100% flexibility! With them, you can easily scale up the agent count to handle:
- Traffic spikes
- Seasonal demand
- Product launches
Later, when the demand fades, you can again go back to the previous levels. This agility keeps your service consistent during busy times.
5. Will I lose control over customer experience?
No! Please realize that a live chat outsourcing agency acts as your team’s extension. You always stay in full control. During their service period, you can:
- Set guidelines
- Review scripts
- Monitor performance
- Give feedback
Nowadays, most providers also offer detailed reporting, so you know exactly how customer service is being handled at all times.