Did you know that 79% of customers choose the live chat option because of the instant answers it provides? Less waiting and a faster approach to required information make live chat one of the most popular communication channels. No wonder 53% are more likely to choose a company that can ensure stable live chat support and can give assistance at any time of day.
In this article, Simply Contact shares our recommendations for choosing a reliable outsourcing partner for live chat support. Here, you can also find our top 10 most promising live chat outsourcing companies, along with brief explanations of what makes them a good option to consider.
How to select a live chat outsourcing provider
Choosing a reliable partner is the first step to high productivity and efficient customer service. Based on our experience, we recommend paying attention to the following criteria, which can indicate whether the company is trustworthy or not.
Industry expertise
Knowledge of industry nuances, regulations, and requirements will help provide a decent quality of service. You can assess the company's expertise by reviewing reviews from its clients and examining its successful projects.
Approach to training
We recommend checking how outsourcing providers prepare their teams to work on a new project. What kind of training program does the company have for its staff, and how efficiently can they support your workflows?
Response time and availability
Live chat support requires fast responses and round-the-clock availability. Verify that your potential outsourcing partner can offer similar services, and inquire about their typical response time to assess the speed of communication across various channels.
Quality assurance and monitoring
Knowing exactly how the outsourcing provider ensures quality and what kind of KPIs they monitor can help determine if the company can focus on the metrics you need most. For instance, we focus on first-contact resolution and overall customer satisfaction.
Technology and integration
Advanced technological staff increases the team’s capabilities. For instance, solutions for automated responses and search, as well as a self-service option for customers, can increase the number of processed requests.
Scalability and flexibility
It is better to ensure that the outsourcing service provider has the resources to scale and adjust service teams according to current demand. It enables better team flexibility and guarantees that you will not encounter problems or require extra hiring during peak seasons.
Outsourcing location
The location of an outsourcing service provider impacts their operational language and working hours. Also, depending on the region, the outsourcing cost may vary significantly.
Top 10 live chat support companies
If you are looking for a reliable partner with a good reputation and proven track record, we recommend checking our top 10 most promising candidates.
Our list of the best service providers consists of the following outsourcing companies:
Simply Contact
Moneypenny
CloudTask
Helplama
HiredSupport
HelpSquad
ChatPandas
DeskMoz
Peak Support
LiveWorld
Simply Contact
Location: Poland
Years on the market: 12
Services: live chat support, call center outsourcing, multilingual customer support, inbound support, omnichannel support, help desk outsourcing, emergency call answering, etc.
Industry expertise: FinTech, travel and airlines, healthcare, e-commerce, retail, IT, SaaS, gaming, government, and logistics.
Clients: The majority of customers are enterprises and mid-market businesses, with a relatively small percentage of startups.
Simply Contact is a live chat outsourcing company with a great focus on advanced technologies. Expert-level agents augmented with artificial intelligence and up-to-date live chat support outsourcing solutions provide professional assistance worldwide. The company has experience working with real-time, large-scale support operations across various industries and a diverse range of projects.
The number of employees enables timely team adjustments that improve clients’ flexibility and availability for their customers. Simply Contact is constantly monitoring key performance indicators, including customer satisfaction and response time over live chat. It helps detect the need for training and boost the personal development of outsourced live chat operators.
If you are looking for high-quality live chat support services, Simply Contact is a good example of a provider that combines the empathy of human beings and advanced technologies.
Moneypenny
Location: USA
Years on the market: 25
Services: managed live chat, phone answering services, AI answering services, and contact center outsourcing.
Industry expertise: legal, real estate, healthcare, finance, home services, and franchise.
Clients: small businesses.
MoneyPenny has a proven track record and experience in live chat operations across several major industries. Deep experience and scale capabilities allow Moneypenny to serve businesses globally, handling large volumes of requests across calls and chats. This company also employs a combination of real-person and AI technology to improve the conversion of website visitors. They also highlight working with an advanced tech stack and ensuring reliable data security.
CloudTask
Location: USA
Years on the market: 11
Services: customer services, call center, chatbots and assistance, customer success strategy, sales training, and many others.
Industry expertise: telecommunications, business services, and information technology.
Clients: mostly mid-market and enterprise companies, with a portion of startups also working with them.
CloudTask provides multilingual, round-the-clock live chat support across multiple geographical regions. This service provider guarantees quick responses and measurable improvements. Skilled staffing and training enhancements allow CloudTask to provide specialized live chat operators who are prepared for specific brand guidelines. Experienced agents prioritize quality over quantity.
HiredSupport
Location: Pakistan
Years on the market: 10
Services: social media support, live chat support, help desk support, eCommerce customer support, email support, phone support, technical support, Shopify customer support, and hiring live chat agents.
Industry expertise: ecommerce, business services, retail, automotive, dental, education, gaming, government, information technology, legal, medical, real estate, and telecommunications.
Clients: midmarket and small businesses.
HiredSupport offers global 24/7 live chat support with integrations that can be implemented in under a week. With a professional support team, their clients can significantly reduce overhead costs and improve first-response times and customer satisfaction levels. Depending on the client’s needs, HiredSupport can provide offshore, nearshore, and onshore models.
Helplama
Location: USA
Years on the market: 9
Services: phone order taking, live chat support, telemarketing support, email support, data entry services, phone support, and live call services.
Industry expertise: B2B telemarketing, technical support, and e-commerce.
Clients: from startups to enterprises.
Helplama is concentrated on omnichannel support provided by domain-specific agents. For instance, the company offers assistance through live chats, emails, phone calls, and social media, matching the client’s industry and brand voice. Helplama operates in several time zones, extending its reach beyond standard working hours.
HelpSquad
Location: USA
Years on the market: 10
Services: customer service outsourcing, BPO services, call center outsourcing, live chat outsourcing, virtual assistants, virtual receptionists, part-time receptionists, P2P campaigns, and knowledge base management.
Industry expertise: e-commerce, education, information technology, advertising and marketing, dental, legal, and medical.
Clients: primarily mid-market companies, as well as small businesses and enterprises.
HelpSquad is one of the leading companies offering live chat support, thanks to its cost-saving focus. They supply live chat software for free and ensure easy integration into existing workflows. Multilingual, round-the-clock customer support is available across multiple communication channels, including chat on websites and SMS.
ChatPandas
Location: the UK
Years on the market: 12
Services: voice support, chat support, email and ticketing, technical support, and lead generation.
Industry expertise: B2B businesses, SaaS companies, agencies, tech companies, AI, non-profit and public sector, e-commerce, professional services, blockchain, education, entertainment, hospitality, and real estate.
Clients: from startups to enterprises.
Chatpandas also pay special attention to the use of advanced technologies, including artificial intelligence. AI-driven solutions enable shorter response times and higher-quality chat conversations. Experienced agents ensure a cultural fit, maintaining the required tone of voice and style of communication.
DeskMoz
Location: India
Years on the market: 20
Services: call center outsourcing, live chat outsourcing.
Industry expertise: consumer products and services, education, information technology, real estate, retail.
Clients: unknown.
DeskMoz demonstrates its stability by long years of operation on the market and a proven track record. They especially highlight that their round-the-clock customer support agents are real humans, not just automated solutions. DeskMoz offers a free trial period to help you determine if their services are exactly what you are looking for.
Peak Support
Location: USA
Years on the market: 10
Services: customer service, trust and safety, technical support, sales and marketing, account services, back office support, and tech and AI services.
Industry expertise: ecommerce, financial services, gaming, healthcare, insurance, logistics, social media, software and technology, travel and hospitality.
Clients: mostly mid-market and small businesses, as well as enterprises.
Peak Support is well-known for its high hiring standards and focus on quality of live chat services. It is a company with a strong culture and a focus on talent retention, aiming to bring high work satisfaction and improve agents' performance. Their multilingual teams comprise agents from multiple locations, enabling them to operate effectively in the global market. Peak Support also tailors its solutions to clients’ needs and requirements, ensuring a perfect fit for their business type and industry.
LiveWorld
Location: USA
Years on the market: 29
Services: market research, branding, content marketing, and content moderation services.
Industry expertise: medical, advertising and marketing, healthcare, and pharma.
Clients: various sizes of organizations.
LiveWorld is one of the best live chat operators, with a strong focus on the human touch enhanced by AI-powered software. The company boasts extensive experience, having worked with well-known brands such as HBO and American Express. Among their successful projects, you can find support systems that offer round-the-clock coverage and effective case management.
Conclusions
Live chat customer services provide 24/7 assistance in a fast and comfortable format, available to customers from anywhere in the world. By choosing a reliable outsourcing partner, you can delegate live chat service to the team of professionals who are ready to tailor their services to your business needs and tone of voice. Paying attention to scalability potential and experience in the industry, you can find a service provider that will be able to fulfill your company's business needs.
Need a professional live chat operator?
Simply Contact will treat your customers so that they stay with you for the long run, remain loyal, and satisfied.
