Online customer support is an important aspect of modern customer experience, and outsourced live chat is a significant part of it. Businesses rely on chat support agents and AI software aggregators to provide fast and effective resolutions to customer issues. Thus, they achieve customer satisfaction and increase their chances of customer retention. Furthermore, a decent customer experience service helps earn the brand a good name and reduces customer churn. As a result, there is no negative impact on the annual revenue that the company expects its products/services to yield.
Still in two minds about unleashing the force of online customer support solutions to upgrade your business operations? Here’s some data to help you think in the right direction:
- 63% of millennials, who constitute a significant percentage of customers, find it more convenient to communicate via live chat rather than resorting to traditional channels like email and telephone.
- 79% businesses agree that they have noticed a significant positive impact of deploying live chat support on customer loyalty, revenue, and sales.
Therefore, to manage a significant percentage of customers and not miss out on the profit factor, you must try out live chat for your business in 2025.
In this article, let us try to find out what 24/7 live chat support is and what offerings it has that can benefit your business. Finally, we will take a deep dive into the strategic customer support systems that you can focus on with live chat support.
What is 24/7 Outsourced Live Chat?
24/7 outsourced live chat is a systematic live chat support for businesses that implies
- Non-stop CX support to customers on all days of the year
- You will not have an in-house team managing your CX; rather, you will be collaborating with a third-party agency for the same
- Keeping in touch with all stakeholders and providing an excellent after-sales service
- Making sure that new sales take place on the website or app, hassle-free
- Ensuring that when faced with an issue, customers do not have to search on the internet or visit your FAQ page for troubleshooting help
- Providing an all-round, personalized support to the users and customers so that they feel valued
According to data, customer satisfaction can reach ratings of 83.1% when businesses have a competent live chat support system in place. In 2025, live chat outsourcing has become a necessary service that businesses must provide to stay within the fray of the successful brands.
What Does 24/7 Outsourced Live Chat Offer?
An outsourced live chat brings a lot of positives to the table, the implications of which we will discuss later on. First, let us discuss the major offerings of this service,
Real-time Troubleshooting
Often, customers cannot find which helpline to dial or which email ID to write to when there is a desperate need to troubleshoot. Failure to find a working solution at once escalates situations further, causing customers to write angry posts on social media, antagonizing the brand. This situation could deal a heavy blow to the good reputation that a brand has attained since its initial days. An outsourced live chat makes sure that you can tend to customers’ queries in real time, relieving them of their worries at once. Live chat is 13 times faster than other online modes, like forms and email, in addressing critical concerns.
Real-time Engagement
Customer engagement is another key area that any business must take into account in all seriousness. To keep customers loyal, you must constantly nudge them and keep in contact with them so that they remember you the next time they make a purchase. As a business, you can think of customer engagement as a constant lead generation because it is based on continuous data analysis. Chatbots that deal with customers when they visit your website already have a good idea of their purchasing behavior, such as budget and favored times, so they nudge them strategically to make successful sales.
Gather Feedback
Rather than burdening customers with cumbersome forms that they do not bother filling in more often than not, live chat services collect feedback strategically. Rather than asking too many questions at once, they ask minimal but strategic questions, the answers to which are telling indicators of what the customers think of the particular product or service. It also helps the brand have a good understanding of the customer’s pain points, and at which stage there is scope for service improvement.
Therefore, live chat services do for you everything – from troubleshooting to identification of improvement scope – making it a key service in 2025.
What Live Chat Features Enhance Online Customer Support Strategy?
There are various ways in which you can turn your existing CX services on their head to generate better revenues while simultaneously delivering quality customer support.
Enhancing Customer Service
Outsourced live chat agents can enhance a customer’s overall CX experience qualitatively. These are the major pointers on how it is accomplished:
- With an outsourced live chat, businesses get access to expert CX agents who can solve customer issues in a jiffy
- When they outsource, businesses also get access to AI software equipped with sophisticated machine learning
- Trained human CX agents optimize their productivity with the appropriate use of AI tools in their daily work
- As a result, routine and repetitive work can be automated, and focus shifted to important tasks that require human intervention
- Additionally, the use of generative AI and conversational AI produces the right combination of engaging and informing the customer
Therefore, live chat support for businesses serves the business and the customer in equal measure, satisfying the unique requirements of both parties.
Instant Communication and Sales
Your customer support strategy as a business must be twofold:
- It must deal with customer issues empathetically and promptly
- Simultaneously, it must convert this connection made into a possible lead generation
Data reveals that integrating a live chat service with your business website can increase your conversion rates by 20%. Furthermore, this buying assistance thus offered contributes to customer satisfaction.
Cost Reduction and Efficiency
Outsourced live chat enables a business to focus on the actionable insights gained from CX, rather than handling the CX responsibility in-house. Thus, businesses can cut costs as they do not have to pay for a dedicated HR department hiring exceptional CX agents, renting a space for the department, and disbursing funds for rent and internet, among other miscellaneous costs. As a result, funds can be strategically retrenched so that other key processes can be efficiently handled.
Lowering Cart Abandonment Rates
A staggering 70% of customers abandon their coveted product in their shopping cart for various reasons. Tapping into this potential could be a strategic move to improve sales, and by extension, revenue. A 24/7 live chat support service nudges customers to buy a product by drawing their attention to a price drop. Thus, a potentially successful sales pitch is made based on customer behavior, which counts as a bigger success than lead generation. Thus, by lowering cart abandonment rates, your business stands the chance to enhance its annual revenue.
Better Lead Generation
Lead generation is an important aspect of any business, and live chat support can help you generate leads effectively. Certain companies have felt the difference in lead generation hands-on, with a 500% monthly increase! The secret to such phenomenal figures is that chatbots automatically gather customer information during chat sessions. This information later comes in handy when the time is right to egg them on to purchase a product on sale.
Too Busy to Focus on 24/7 Live Chat Support? Trust Atidiv to do a Perfect Job for You!
Having and managing an in-house 24/7 live chat support team is not an easy task, as you would need seamless cooperation between quality analysts, team leads, project managers, and CX agents. The point at which outsourced live chat trumps an in-house team is that the outsourcing agency has its own quality checking metrics and KPIs, thus bringing more accountability to the table.
When you outsource with competent outsourcing brands like Atidiv, you are entitled to
- End-to-end NPS services that help your business understand important metrics to ensure customer loyalty
- Transaction processing and order management to ensure customer satisfaction
- Document verification, fraud detection, and refund processing – all your administrative tasks taken care of
- Optimized sales pipeline that allows you to set realistic targets and push boundaries in a phased manner
- Enhance brand value by delivering constant, superior CX services across all platforms with omnichannel support
Thus, outsourced live chat with Atidiv can orchestrate your brand success in 2025. Read this article to understand the factors that are detrimental to building loyalty with customers.
FAQs
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Can live chat deal with high cart abandonment rates effectively in 2025?
Yes, it can, with the help of an integrated AI-powered analytical system that has insightful data on customer behavior, such as preferred time of purchase and other sales triggering factors. Nudging the customer is the key to successful sales, but unlike traditional sales methods of persuasion, live chat provides a curated list of products that the customer has already been interested in. Thus, cart abandonment rates are reduced, and with cross-selling and up-selling, your business revenue is enhanced.
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Why is gathering feedback through live chat considered strategic and effective?
Live chat does not collect feedback by getting the customer to fill in a lengthy form. Rather, they ask critical but easy-to-answer questions, the answers to which can be revealing about the provided services. Thus, you would have actionable data on how to improve your CX and achieve customer satisfaction.
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Why is it a big deal to offer personalized CX services to customers through live chat?
Personalized support is one of the key aspects that differentiates modern CX services from traditional ones. The involvement of AI in collecting customer data enables CX agents to pull off effective sales. Furthermore, personalized services make the customers feel heard, valued, and empowered. Ultimately, it has a positive effect on the business’s brand value.