Outsource Chat Support: A Complete Guide for Small Businesses

Outsource chat support to the Philippines and watch your customer service go from “meh” to “wow” at an affordable rate. Whether you’re a small business owner or a startup founder, outsourcing chat support offers a cost-effective, efficient, and scalable way to handle customer service. In this guide, we’ll cover everything you need to know, from what chat support is to how to set up a winning outsourced system. Let’s dive in.

Feel free to jump directly to the section that’s relevant for your business –

What Is Chat Support?

Chat support is a type of customer service that helps your audience via live chat or messaging platforms. It’s fast, convenient, and preferred by customers who don’t want to call or wait for an email response.

It can cover everything from answering FAQs and resolving technical issues to processing orders and troubleshooting problems, all in real time. Essentially, it’s the friendly face (or rather, the text bubble) of your business.

Why Should You Outsource Chat Support to the Philippines?

You could hire chat agents locally, but outsourcing to the Philippines offers some clear advantages:

  • Cost Savings: Labor costs in the Philippines are significantly lower than in the U.S. or Europe. You can hire highly skilled agents for a fraction of what you’d pay locally. This can be a game-changer for small businesses or startups that operate on limited budgets. 
  • 24/7 Support: With the Philippines’ time zone difference, it’s easier to offer round-the-clock service, ensuring your customers always have someone to talk to.
  • Skilled Workforce: The Philippines boasts a workforce fluent in English, culturally connected to Western markets, and experienced in customer service.
  • Scalability: As your business grows and demand changes, it’s easier to scale your team up or down when outsourcing.

Cost Comparison: Local Hiring vs. Outsourcing Chat Support

Here’s a quick breakdown:
Outsource Chat Support A Complete Guide for Small Businesses - Cost Comparison

By outsourcing, small business owners and startups can save up to 70% on labor costs without compromising quality.

Why Use Ataraxis to Outsource Chat Support?

Ataraxis is a trusted partner for businesses looking to outsource chat support. Here’s why:

  • Tailored Solutions: We don’t believe in cookie-cutter plans or shared services. We customize based on your business needs.
  • Top Talent: Our recruitment process ensures you get the best candidates with excellent English skills, chat support experience, and a willingness to work in your preferred time zone.
  • Proven Systems: Ataraxis provides seamless onboarding, SOP creation, and recommendations on leading chat tools, so you’re not left figuring things out alone.

What to Look for in Outsourced Chat Support Candidates

When outsourcing, look for these traits in candidates:

  1. Excellent Communication: Clear and polite written English is non-negotiable.
  2. Problem-Solving Skills: Chat agents should think quickly on their feet and resolve issues efficiently.
  3. Empathy: Customers need to feel understood and valued.
  4. Tech Savvy: Familiarity with chat tools and multitasking across systems is a must.

How to Interview Outsourced Chat Support Candidates

When interviewing, ask questions that reveal how candidates handle pressure, solve problems, and communicate clearly. Here are a few examples:

  • “How would you handle an angry customer demanding a refund?”
  • “What would you do if you didn’t know the answer to a customer’s question?”
  • “Can you describe a time when you had to manage multiple customers at once? How did you prioritize?”
  • “How would you address a technical issue that prevents you from immediately assisting a customer?”

Role-playing scenarios can also give you a sense of their tone, speed, and problem-solving abilities. For instance, you can simulate a common customer complaint and evaluate how they respond in real time. Pay attention to their ability to stay calm under pressure, communicate solutions clearly, and follow up effectively.

Outsourcing Chat Support vs. Using a Chat Bot

When weighing your options for chat support, you might wonder whether to outsource to human agents in the Philippines or use a chatbot. Here are the pros and cons of each:

Outsourcing to the Philippines

Pros:

  • Human Touch: Real agents can empathize with customers and modify their responses based on context.
  • Complex Issue Resolution: Human agents can handle nuanced situations and provide personalized solutions.
  • Upselling Opportunities: Trained agents can recognize and act on sales opportunities during customer interactions.

Cons:

  • Cost: While affordable, human agents are still more expensive than a chatbot in the long run.
  • Training and Management: Teams require onboarding, SOPs, and ongoing oversight.

Using a Chatbot

Pros:

  • Cost-Effective: After the initial setup, chatbots have minimal ongoing costs.
  • 24/7 Availability: Chatbots can operate indefinitely without breaks.
  • Quick Responses: Bots can instantly reply to basic questions.

Cons:

  • Limited Understanding: Chatbots struggle with complex or unusual questions.
  • Lack of Empathy: Automated responses feel “robotic” and frustrate customers.
  • Setup Time: Developing a high-quality chatbot requires significant upfront investment.

Ultimately, the choice depends on your business and the experience you want your customers to have. Many companies find a hybrid approach effective: using chatbots as the first line of defense for basic questions or screening, and human agents for more complex issues.

Creating SOPs for Your Outsourced Chat Support Team

Standard Operating Procedures (SOPs) are the backbone of a successful outsourced team. Include:

  • Response Time Expectations: How quickly should agents reply to customers?
  • Tone Guidelines: Specify the voice and tone that aligns with your brand.
  • Escalation Procedures: Define when and how issues should be escalated to managers.
  • FAQ Library: Provide a detailed database of answers for common questions.

Best Chat Support Platforms and Tools for your Outsourced Team

Choosing the right platform makes all the difference. Here are some top tools:

  • Zendesk: Great for large teams and integration with other systems. Starts at $19/month per agent. 
  • Intercom: Perfect for scaling startups. Starts at $29/month per agent. 
  • LiveChat: Easy-to-use and affordable for small businesses. Starts at $20/month per agent. 
  • Freshdesk: Includes AI features and automation tools. Starts at $15/month per agent. 

Next Steps: How to Get Started

Ready to outsource chat support? Here’s your summarized game plan:

  1. Choose a Partner: We’re a little biased, but we think Ataraxis is the best partner to find top talent in the Philippines – especially for small business owners and startups.
  2. Define Goals: What do you want your chat support to achieve?
  3. Create SOPs: Set clear guidelines for your team.
  4. Select Tools: Pick a platform that fits your needs and budget.
  5. Onboard Your Team: Provide training and resources to ensure success.

Final Thoughts

Outsourcing chat support to the Philippines isn’t just a cost-saving move, it’s a way to deliver top-notch customer service that scales with your business. With the right partner, tools, and processes in place, you can focus on growth while your customers stay happy and loyal.

So, what are you waiting for? It’s time to outsource chat support and watch your business thrive.

If you enjoyed reading this article, you may want check these out as well: 

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