Outsource Chat Support Services

Understanding Customer Pain Points Live

ExpertCallers offers strategic and cost-effective live chat support services to help you arrest visitor drop outs from your website. Having served many global clients, we understand what it takes to design the kind of online chat support that would help you improve customer engagement and boost sales.

Driven by an experienced team of chat support professionals, we first understand your requirements and then think about questions from the visitors’ perspective. This helps us pre-empt questions beforehand and prepare ourselves with the most convincing answers to persuade customers to convert. This has helped us effectively increase upselling opportunities for our clients.

We Provide an Array of Live Chat Support Services

Being an expert live chat support company, we provide a range of web chat support services to companies across the globe. This includes:

  • Inbound Customer Service
  • Live Operators and Live Web Chat
  • Visitor Initiated Chat
  • Chats for Customer Inquiries and Complaint Resolution
  • Chats for Lead Generation and Follow-Up
  • Technical Support/Troubleshooting
  • Telemarketing
  • Products/Services Information
  • Order Management / Fulfilment / Verification
  • Order Processing Queries
  • Billing Support
  • Helpdesk Support
63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t. - Business Community
Inbound Customer Support

We deliver enterprise level inbound customer support that will help you be seen as a responsive and customer centric company by your customer base.

Live Operators and Live Web Chat

We leverage our expertise and experience to assist you in getting a highly responsive web chat framework up and running in a very short frame of time.


Our live chat operators are trained to seamlessly combine streamlined processes with scientific telemarketing techniques to seamlessly generate a robust pipeline of sales-ready leads.

Visitor Initiated Chat

We provide prompt and courteous handling of visitor-initiated chat and help you build a better brand image.

Chats for Lead Generation & Follow-Up

Our outsourced chat support services are customized to help handle chats for lead generation and follow-up, and boost conversion.

Billing Support

Our outsourced chat support services are customized to help you resolve billing issues and provide resolution that will delight customers.

Helpdesk Support

Our industry leading chat support services help customers get quick answers and increase your credibility.

Products/Services Information

We excel in providing timely and accurate product / services information and meticulous guide customers through their buying cycle.

Order Management / Verification

We help you stay connected with your customers via chat and help you with the management, fulfilment and verification of orders.

Technical Support/Troubleshooting

Our chat support operators are skilled and experienced in handling every type of technical support query via chat and help customers navigate through the rigors of troubleshooting procedure.

Chats for Customer Inquiries and Complaint Resolution

Our team of 1000+ live chat operators are geared to provide accurate answers to customer queries and ensure that they are resolved within the shortest possible time.

Outsource live chat support

Our Live Chat Support Services Help Build Customer Loyalty in Real-Time. Here’s How.

Customer service is the chief cornerstone of any business and plays a critical role in creating and sustaining a loyal customer base. Also, customers are likely to spend more with brands that provide superior customer service. Therefore, brands need to direct their efforts towards delivering the best in-store experience online to secure a strong foothold in the market and gain a competitive edge. We, at ExpertCallers, help brands achieve that.

ExpertCallers’ live chat support is an efficient and integral component of effective customer service strategy. We offer a real-time platform to communicate with customers and improve customer satisfaction and retention levels.

So why exactly does your business need our live chat support services?

There are many reasons that support the fact that live chat support is a valuable strategy to build customer loyalty, but the following two points are most compelling.

  • Customers now expect it as a part of customer service – With more and more customers turning to online chat support, the growth rate is quite high.
  • Convenience – Live chat is convenient for customers. They don’t have to dial a number or press buttons after buttons to talk to an agent. Live customer chat allows their issues to be promptly addressed which means reduced customer effort and increased customer loyalty.

Sometimes, online chat may not work effectively as a customer support channel, but that can be attributed to the flaws in execution strategy. At ExpertCallers, we implement the following steps to set up a successful online chat support services strategy and optimize the online customer experience.

Understanding business requirements

It is important to understand how implementing a live chat customer service can further your overall business strategy. We use the following questions to evaluate that.

  • How effectively can our live chat support reduce customer efforts and improve customer satisfaction?
  • Will it reduce costs through channel deflection?
  • Does it help to improve sales by deploying chat at certain dropout points on your site?
  • How effectively can it help in lead generation if the agents could take care of specific customer segments?

Choosing the right chat platform

Once you are clear about the need for a live chat customer service, choosing the right chat platform is the next important thing. Failures in the platform could lead to decreased productivity and negatively impact customer satisfaction levels. To avoid such situations, ExpertCallers considers the following factors.

  • Self-hosted platform or a cloud-based one
  • Employing a reactive or proactive platform
  • Which method to implement to guide the customers on the live chat – passive assist method or active assist method?

We carefully analyze the data security features and reporting capabilities including the transaction history, chat transcripts and metrics. We also focus on customer-facing features like encryption, typing notification, font size, and page pushing. The service platform must offer measuring and reporting capabilities at the end of a chat session. We ensure our solutions are scalable and sustainable.

Complement the site’s ability to self-serve

Generally, web users are in favor of browsing without any assistance. However, they may need support at some point. Therefore, we make sure that our chat engine is offered selectively at targeted web dropout, key acquisition and sales trigger points so that the website’s primary purpose of ‘self-serve’ stays intact. Our online chat support efficiently works around the shortcomings of the website, supports sales conversions, and helps to up-sell and cross-sell.

We, at ExpertCallers, understand that the major purpose of implementing customer support chat services is to complement web self-service and not substitute it. Moreover, targeting self-servers early in the process is unnecessary and can up the cost of customer care and needs. Implementing the right business intelligence in the chat platform is important to ensure that the tool overcomes the limitations of the website and supports business goals like sales improvement and customer satisfaction. Some of the key dropout points where we deploy our chat engine are the features page, product page, payments page, home page, etc.

Customer experience management

Although live chat is quite an informal channel in comparison to a phone call or e-mail, customers still expect brands to be capable of delivering an appropriate and quality experience. Some of the crucial aspects of customer experience management that ExpertCallers follows are mentioned as follows.

Agent skills

Our agents have the skills to personalize the interaction and play the role of a facilitator while maintaining the human factor online. The agents at ExpertCallers are trained to:

  • Build rapport with customers and find out their needs
  • Use links, videos and other sources to cross-sell and up-sell
  • Engage customers through a good conversation flow
  • Offer quick and to-the-point responses to customer queries
  • Address customer complaints through text
  • Effectively facilitate sales
  • Represent the brand online

Metrics to measure ROI

We follow certain metrics that helps us to measure the benefits of deploying online chat services.

  • Cost-per-contact by comparing the cost of service incurred across various channels
  • First Contact Resolution – the ability to address customer issues in their first call
  • Customer Satisfaction to evaluate the success of the chat session
  • Escalation Rate
  • Deflection Rate
  • Shopping Cart Abandonment Rate
  • Internal Quality Assurance Score, etc.

Workforce management

Forecasting and scheduling of resources can be a tough task when it comes to the online chat channel. As an organization that offers outsource chat support services, ExpertCallers works with the clients and helps in work force management. We can effectively forecast agent requirements to offer chat support and create and manage their schedules to accomplish a particular task on a daily basis.

live chat support india

Industries We Serve

ExpertCallers has extensive experience in providing proficient chat support services to a
wide variety to industries including:

  • Aerospace & Defence
  • Automotive
  • Automobiles
  • Banking & Financial Services
  • Capital Markets
  • Communications
  • Consumer Goods and Services
  • Customs Brokerage
  • Consumer Packaged Goods
  • Energy and Utilities
  • Education
  • Healthcare
  • Logistics
  • Manufacturing
  • Market Research
  • Media and Entertainment
  • Medical Devices
  • Network Equipment Providers
  • Oil & Gas
  • Pharmaceutical & Life Sciences
  • Platforms & Software Products
  • Public Sector / Government
  • Retail & Ecommerce
  • Securities & Capital Markets
  • Telecommunications
  • Securities & Capital Markets

We are Different; Here's Why

End-to-End Support

Our end-to-end chat support includes chat software installation, upgrades, hiring and training of agents.

Multiple Chat Support

We offer clients the benefit of multiple language support using the latest industry standard chat software. Our chat support is customized as per your needs.


We tailor packages based on your needs so that you can achieve cost reductions to the range of 40-50 %.

Here’s How Companies Have Benefitted by Outsourcing Chat Support Services to Us:

  • Our live chat services helped an ecommerce company get 28% of its orders through chat interactions only.
  • Our technical chat support service for a software company reduced the average interaction costs and brought down contact center costs by 30%
35000 +
Chat queries handled daily
Customer satisfaction

Why Outsource Chat Support Services to ExpertCallers?

Here are some of the benefits that you will gain when you outsource live chat support services to an expert chat support company like ExpertCallers:

  • Highly professional chat services by experienced agents
  • At least 30% increase in sales
  • About 40% reduction in average interaction costs
  • Cost effective services
  • Assured turnaround times
79% of customers say that they prefer live chat because of the immediacy it provides - Forbes

When you outsource chat support services to ExpertCallers, you’ll partner with a live chat support company that is extremely skilled in understanding your business requirements and offering personalized chat support services.

Contact us today and discover the advantage of outsourcing chat support services to ExpertCallers.