Chat Support

Outsourcing glossary

Those stinking three letter words.

Here’s a quick guide to help understand the in’s and out’s of outsourcing.

Chat Support

Definition

Chat Support is a form of synchronous messaging (where the customer and the agent must both be present at the same time to engage in a conversation). Often appearing on a company’s website or in its app in the form of a pop-up dialogue box, Chat Support allows for the customer and the agent to communicate via short, written, synchronous messages.

Chat Support is a growth channel that is important. We consider it practically a minimum requirement for businesses that want to offer the best customer experience. It is often more convenient than voice support and quicker than email.

At TaskUs, we enable Chat Support functionality to operate efficiently by programming AI to respond to common questions. We can manage multiple, concurrent conversations. On average, TaskUs handles over 18 Chats Support messages an hour and more than 7 million in a month!