Inbound · Chat support
Live chat answered in under 30 seconds, inside the helpdesk you already run
Chat on your site and in your app, worked by agents who log into your helpdesk or your own widget rather than a tool of ours. First reply inside 30 seconds, up to three conversations per agent, and every transcript lands on the customer's record where your team can see it.
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First reply we staff to on every chat, with up to three chats per agent at once
Voxenrise target, written into the contract. A commitment, not a measured result.
What is agreed before the widget goes live
Six decisions made with you in week one. They decide whether chat becomes your cheapest channel or your noisiest.
First reply under 30 seconds, up to 3 concurrent chats per agent
01
Channel
Your website widget, your in-app messenger or both, inside the helpdesk you already run. We add no tool and export no conversation.
02
Intents
Your top twenty reasons people open a chat, each with a resolution path: an answer, an action in your system, or a handover to a named team.
03
Canned answers
Written from your knowledge base in your tone, signed off by you, and retired the day the underlying answer changes.
04
Concurrency
Up to three chats per agent at once, set lower for complex or regulated products. The roster is built from your chat volume by hour.
05
Handover
What leaves chat and how: a ticket to a named queue, a callback, or a warm transfer to your team, always with the transcript attached.
06
Reporting
First reply time, resolution on first contact, CSAT from your own post-chat survey, and the intents that drove the volume.
How it runs, from first call to full volume
The same four weeks as every team we stand up. You hear live, scored calls in week four.
Step 1. Discovery call
Week 1
Twenty minutes on chat volume by hour, the intents behind it and the helpdesk you run. We agree channels, concurrency and what counts as resolved.
Step 2. Answers, access and training
Weeks 2–3
Canned answers drafted from your knowledge base and signed off. Agents get scoped helpdesk access and train on your product and your top intents.
Step 3. Pilot with live QA
Week 4
A small team takes chats live. Every conversation is scored on first reply, accuracy and tone, and the canned answers are corrected daily.
Step 4. Scale and report
Week 5 onward
The roster scales to your chat curve. Weekly report on first reply, resolution and CSAT, and a monthly service review.
What you receive
First reply in under 30 seconds on every chat, reported weekly against that figure
Agents working inside your helpdesk or widget, with no tool added and no data exported
Canned answers written from your knowledge base, in your tone, signed off by you
Every transcript attached to the customer's record, with the outcome logged
Handover to your team as a ticket, a callback or a warm transfer, transcript attached
Weekly report: first reply, first-contact resolution, CSAT, volume by intent
Asked about chat support
The questions this service raises on the first call.
Which chat tools do you work in?
Yours. Intercom, Zendesk, Freshdesk, HubSpot, LiveChat or the widget your own team built: agents log into your helpdesk rather than exporting conversations into ours. Where a connector does not exist, our development team builds it and the source lands in your repository.
How many chats does one agent handle at once?
Up to three. That is the ceiling, not the plan: for a complex or regulated product we set it lower, because a fourth conversation is what turns a 30-second first reply into a five-minute one. The roster is built from your chat volume by hour, so the ceiling is rarely reached.
Can you cover chat around the clock?
Yes, on the same 24/7 floor as the phone lines. Many clients run their own team in office hours and hand the widget to us for evenings and weekends. The handover is a schedule in your helpdesk, not a change to the widget.
What happens when a chat needs someone on my side?
It leaves chat the way you have chosen: a ticket to a named queue, a callback booked in your calendar, or a warm transfer to your team while the customer waits. The transcript goes with it, so nobody asks the customer to repeat themselves.
How is quality measured on chat?
Five percent of conversations are scored every week against a rubric you approve: first reply, accuracy against the knowledge base, tone and the right handover. CSAT comes from your own post-chat survey, not ours, and the scorecards are open to your team.
Usually run alongside
Get a quote for chat support.
Chat support is already ticked. Add anything else you want on the same floor, tell us roughly how many enquiries a month, and within one working day you have a staffing plan and the security brief.