Chat is the cheapest human channel you can run well — if concurrency, response times and macros are set up properly. We match you with teams in India who already handle chat volume at your scale.
A trained chat agent handles two to four conversations at once, so cost per resolved contact typically lands 30–50% below voice. The trade-off is that quality depends heavily on macros, a clean knowledge base and a supervisor watching queue depth.
Push concurrency past four and both CSAT and resolution rate fall off quickly. Any vendor promising six concurrent chats is quoting a number they cannot sustain.
Peak concurrent chats, coverage hours in your timezone, target first-response and resolution times, your chat platform (Intercom, Zendesk, Freshchat, HubSpot, Gorgias) and whether agents need order-system write access.
Also decide what happens after hours: a bot with a ticket handoff, a smaller night pod, or a queued-response promise. Undefined after-hours behaviour is the most common source of bad chat CSAT.
Written English is the deciding skill, so ask for anonymised transcripts rather than call recordings, and test spelling, tone and how the agent handles an angry customer in text.
Check that QA scores transcripts, not just handle time, and that macros are reviewed monthly. Stale macros are why chat quality quietly degrades after quarter one.
Deflecting repeat FAQs, drafting suggested replies, summarising conversations and auto-tagging tickets. Full autonomous resolution works for narrow, low-risk intents — order status, hours, tracking — and little else today.
We are honest about this: keep humans on anything involving money, cancellations or an upset customer, and use AI to make those humans faster.
Two to four concurrently for most support work. One or two if conversations require account research or troubleshooting.
Roughly $6–$10 per seat hour in India, usually a little below voice because no telephony premium applies.
Yes. Teams routinely work in Intercom, Zendesk, Freshchat, Gorgias, HubSpot and Salesforce. You keep ownership of the platform and the data.
Yes. Round-the-clock chat with a small night pod is common and cheaper than 24/7 voice because of concurrency.
Side-by-side comparisons with real costs and the volume thresholds where each option flips.
Tell us your volume, hours and quality bar. We come back within 48 hours with vendors that fit — free, and you contract directly with whoever you pick.