In estimating how much you’d spend to bring one on board full-time, remember that you’re not hiring an 8-hour-a-day job. You need agents available to answer customer questions 24/7. (That’s a total of 8,760 hours per year.) Hiring your own live chat agents costs $105,000 annually. And then you need to pay someone to manage them.
Outsourced live chat takes the strain off of current employees—nobody has to start answering web chats on top of their regular job duties, and nobody has to take on the management of new live chat employees.
Live chat support is a must for any small business with an online presence. When prospects visit your site, you need to be ready to provide the answers they seek—in the moment, around the clock, 365 days a year. If you don’t want to hire trained chat agents, live chat outsourcing is an option.