Chat support outsourcing: live chat teams for your playbook
Keep live chat accurate with trained support agents, sampled transcript checks and clear routes for unresolved questions.
Actigy BPO provides chat support outsourcing through nearshore business process outsourcing (BPO) teams in Bulgaria, Romania, Poland and Ukraine. Support agents answer approved account, order and product questions in client tools. They transfer exceptions with the chat history and agreed checks. A process audit and paid pilot establish the scope, staffing and coverage.
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Key takeaways
Actigy BPO manages agreed chat queues without changing your customer policies.
- Actigy BPO delivers from teams in Bulgaria, Romania, Poland and Ukraine.
- Every Actigy BPO engagement starts with a process audit and a paid pilot.
- Concurrency depends on the question type and the approved procedure.
- A chatbot handoff includes its history, attempted actions and unresolved question.
- The client retains account, refund and product decisions outside approved support rules.
Chat support at a glance
Actigy BPO defines the channels, allowed actions and client contacts before the team receives access.
| Field | Service scope |
|---|---|
| Service | Live chat, account and order questions, approved product help and escalation. |
| Buyer | SaaS, ecommerce and fintech teams with defined chat queues. |
| Delivery | Bulgaria, Romania, Poland and Ukraine. |
| Coverage | Business hours, extended hours or 24/7, agreed per engagement. |
| Pricing | Per full-time equivalent (FTE) by role, with a written quote. |
| Start | Process audit, access preparation, training and a paid pilot. |
Chat support outsourcing: scope and boundaries
Actigy BPO support agents work from a standard operating procedure (SOP) for each queue. Approved answers cover account access, order status, product use and pre-sales questions. First-line technical chat uses documented checks. Unresolved faults go to the client's technical team with the relevant record.
| Queue | Support task | Client decision |
|---|---|---|
| Account help | Run identity and access checks in the approved sequence. | Approve exceptions to account access rules. |
| Orders and returns | Explain recorded status and apply permitted steps. | Set refund, replacement and return policies. |
| Product questions | Use approved product information and troubleshooting guides. | Approve new claims, discounts and unsupported features. |
| Technical issues | Record symptoms, completed checks and affected users. | Fix code or authorize changes outside the runbook. |
The service uses your chat and helpdesk tools. A conversation that needs later work becomes a ticket with an owner and next action. Channel changes preserve the history rather than starting a separate account of the same issue.
How Actigy BPO runs the chat process
Actigy BPO reviews demand, queue rules and client escalation capacity during the process audit. The pilot tests whether support agents can apply the rules correctly. Speed measures remain separate from answer quality.
- Map demand. Group chats by topic, arrival time, complexity and unresolved cause.
- Define actions. Approve identity checks, response guidance, concurrency rules and escalation contacts.
- Train support agents. Use product examples and client-reviewed answers before live work.
- Run the paid pilot. Test a defined queue with sampled transcript review.
- Review quality. Compare completed work with the agreed quality assurance (QA) checklist.
- Expand accepted work. Add queues after the client accepts the pilot evidence.
- Maintain the procedure. Record approved changes when product rules or common issues change.
Actigy BPO support agents follow the client's SOPs and escalation rules in the client's tools. The team lead tracks unanswered escalations and coaching needs. A change to the playbook has an owner, approval date and release note.
Bot-to-human handoff and concurrency
Actigy BPO transfers the conversation history, identity-check status, bot actions and unresolved question to the assigned support agent. Missing context becomes an explicit gap. The client approves any artificial intelligence (AI) assistance and the actions it can take.
The team sets simultaneous-chat limits by queue and tests them during the pilot. A complex identity or technical issue can require focused attention. An agent pauses further assignments when the agreed limit is reached. Queue length alone does not justify skipping a required check.
Chat measures you can audit
Actigy BPO agrees key performance indicator (KPI) definitions before the pilot. Each report states the period, included chats and exclusions. A first reply is not a resolved problem, and a bot transfer is not a successful deflection.
| Measure | Definition to agree |
|---|---|
| First response | Time between a queued request and the first relevant support reply. |
| Resolution | Chats resolved under the agreed closure rule, with reopened issues shown separately. |
| Answer quality | Sampled transcripts checked for accuracy, tone, required steps and escalation. |
| Customer satisfaction (CSAT) | Survey results with response count, question and measurement period. |
| Handoff quality | Transfers containing the required history, issue summary and owner. |
Risks, access and decisions you keep
Actigy BPO pairs chat risks with review controls. Stale answers return to the knowledge owner. Failed identity checks stop restricted actions. Conflicting bot and human replies remain visible in the ticket so a reviewer can correct the cause.
The client keeps pricing, customer policy, refunds outside approved limits and product decisions. Support agents do not promise features or change policy to close a chat. Urgent technical or security concerns follow the client's escalation route.
Actigy BPO works in the client's tools, with access limited to the systems the client approves. The written scope identifies locations, roles, data-processing terms and retention rules. Access logs support review; personal copies of transcripts are outside the workflow. Review the data-processing terms before access starts.
Coverage and chat pricing
Actigy BPO teams in Central and Eastern Europe cover the full UK business day and the US morning. Extended hours and 24/7 delivery require an agreed shift plan, staffing and escalation cover. Support coverage does not mean the client's engineers are available at every hour.
Delivery includes EU hubs in Bulgaria, Romania and Poland, and Ukraine. Ukraine is outside the EU. The written scope names approved work locations and transfer terms. Language needs require confirmation for the specific engagement.
Actigy BPO prices most services per full-time equivalent (FTE) by role and sends a written quote after the process audit. Compare the staffing scope, training, supervision and your retained work. Software fees, transition effort and client escalation time also affect the total cost.
Compare chat delivery models
Actigy BPO manages the agreed queue, coaching and QA under the managed-team model. Compare ownership and cover for absent staff before comparing rates. A staffing contract alone does not establish who owns transcript review.
| Responsibility | Actigy BPO managed team | In-house team | Freelancer or staffing agency |
|---|---|---|---|
| Daily work | Managed within the written scope. | Client manages the queue. | Management depends on the contract. |
| Review | Documented QA and team-lead coaching. | Client designs and runs QA. | Check whether review is included. |
| Policy | Client retains decisions. | Client retains decisions. | Client retains decisions. |
| Absence cover | Agreed as part of staffing. | Client arranges cover. | Confirm replacement and handover terms. |
How do you compare live chat outsourcing companies?
Actigy BPO uses a process audit and paid pilot to test the client's chat rules. Compare providers on the same conversation sample, escalation needs and agreed quality checks. Ask who maintains answers, reviews transcripts and owns unresolved work. Keep scope, coverage and retained client costs visible beside the quoted fee.
When should ecommerce teams outsource live chat?
Actigy BPO fits ecommerce teams with repeated order, return and product questions that follow approved rules. A defined queue can move while the client retains policy exceptions. Confirm access to order status and the handoff to fulfilment. Seasonal demand needs a staffing plan, not an assumed response-time commitment.
How do you scope a 24/7 live chat support team in Europe?
Actigy BPO agrees the staffed hours, queues and escalation contacts in the written scope. A 24/7 plan requires coverage for shift changes and absence. The client names a route for urgent issues outside its own hours. Work locations and access rules remain separate checks from the opening hours of chat.
Related ecommerce support evidence
Actigy BPO reports 94.2% CSAT in its ecommerce omnichannel support case. The combined-channel result is not a chat-only benchmark or a forecast for your queue.
Actigy BPO-reported, anonymized, not independently audited. Results depend on scope.
When Actigy BPO fits live chat
Actigy BPO fits when repeated questions exceed current staffing, product experts need fewer routine interruptions or approved coverage must extend. The client provides a maintained playbook and reviewers for exceptions.
Actigy BPO is not the right fit when most questions require code changes, on-site hardware work or staff based only in the US. A small irregular queue can remain more practical to manage internally.
Chat support outsourcing questions
What is chat support outsourcing?
Chat support outsourcing assigns an agreed live-chat queue to an external delivery team. Actigy BPO provides support agents trained on the client's answers, account checks and escalation rules. The team uses approved client tools and records unresolved work. The client retains its customer policies and decisions outside the permitted steps. A written scope defines the supported queues, access, hours and quality review before a paid pilot starts.
How many chats can one agent handle at once?
Actigy BPO sets concurrency through the client's SOP and tests it during the paid pilot. No fixed number fits every queue. Account checks, technical faults and simple order questions require different attention. The limit must protect answer quality and required checks, not only queue speed. Supervisors review missed steps, waiting time and reopened issues before changing assignments.
The approved rule also defines when a support agent stops accepting another chat.
How does handoff from a chatbot work?
Actigy BPO receives the conversation history, recorded checks, attempted bot actions and unresolved question through the agreed handoff. The support agent checks missing context before taking a restricted action. The client approves which actions a bot can complete and when a person must review them. A transfer keeps its owner and next step visible. The team records repeated handoff gaps so the client can correct routing or the underlying answer.
Can chat support run 24/7?
Actigy BPO can scope 24/7 chat support when the engagement includes the required staffing, shifts and escalation cover. The written scope confirms the actual hours; continuous delivery is not automatic. The client also defines who handles urgent product, policy or security exceptions outside its own business day. Shift handovers preserve open conversations and promised next actions. Availability of support agents does not create round-the-clock access to the client's engineers.
How is chat support outsourcing priced?
Actigy BPO quotes chat support per FTE by role after the process audit. Price depends on the queue mix, required skills, hours, review work and client tools. Compare included training and supervision with the work that remains in-house. A paid pilot establishes the operating scope before expansion. A low headline rate does not show the cost of unresolved escalations, software, transition or client management, so review those items separately.
Related support services and research
Actigy BPO connects chat with customer support outsourcing, email support outsourcing and technical support outsourcing. Review AI in customer service statistics with their source definitions before choosing pilot measures.
Bring queue volumes, sample topics, coverage needs and escalation gaps to the process audit. Do not send customer records through the public form.
Scope a chat pilotPage updates
Actigy BPO published this service guide on October 5, 2026, with its scope, controls and buyer questions.
Scope a pilot
What happens next
The team reviews the workflow before proposing a written scope. You decide whether to start a paid pilot after reviewing it.