Front-Line Support
Live Chat & Email Support Outsourcing in Kenya.
Fast, well-written replies on chat and email.
Agents hired for strong written English and trained to handle several chats at once without losing quality.
- Real-time chat
- Inbox management
- Fast response times
Under 30 sec
Target first response on live chat
- Website chat, in-app, email, social DMs
- Channels
- 2 to 4 chats per agent
- Concurrency
- Tested for grammar, tone and speed
- Writing
- Business hours to 24/7
- Coverage
Overview
Written support is different from phone support
- 01
We hire for written English first, and test typing speed and accuracy before anyone joins.
- 02
Every agent is trained on your tone-of-voice guide before they start.
- 03
Chat agents handle two to four conversations at a time and personalise saved replies rather than pasting them.
- 04
Email inboxes are cleared to agreed response times, tagged by reason, and sensitive messages are escalated.
- 05
Chat is often a website's first touchpoint, so agents also answer pre-sales questions and help recover abandoned carts.
At a glance
Targets are agreed per client and written into your SLA.
- Target first response on live chat
- Under 30 sec
- Target email response in business hours
- Under 4 hrs
- Typical time to clear an inherited backlog
- 2 wks
- Chat coverage available
- 24/7
What's included
What's included in our live chat & email service.
Take one piece or all of it. Every item runs to documented procedures with an owner, a target and weekly reporting.
- 01
Website and in-app chat
Real-time answers for visitors and customers on your site and app.
- 02
Shared inbox management
Support and info inboxes answered, tagged and kept to target.
- 03
Pre-sales chat
Product questions answered and buyers guided toward checkout.
- 04
Social DMs
Instagram, Facebook and X messages handled in your voice.
- 05
Macro and template writing
Saved replies written and refreshed as your product changes.
- 06
Chatbot hand-off
Human agents take over the conversations your bot cannot finish.
How it fits together
Written channels, one consistent voice.
Website chat, in-app messages, email and social DMs feed one shared queue, answered by the same trained writers using your macros and tone guide.
How it works
How live chat & email with Maxed BPO works.
A supervised path from first call to a fully managed team, usually live within 2 to 3 weeks.
- 1
Tone and content review
We study your brand voice, macros and past conversations.
- 2
Writing assessment
Agents are selected and trained on your written style and product.
- 3
Soft launch
Agents start on part of the queue, with every conversation reviewed.
- 4
Full coverage
The full queue, with daily QA sampling and weekly reports.
Who it's for
Who uses our live chat & email service.
- Online stores and D2C brands
- SaaS products with in-app messaging
- Travel and booking platforms
- Businesses with an email backlog
- Brands with busy social inboxes
Platforms
Tools and platforms we work in.
Your team works inside the systems you already use. Don't see yours? We learn custom tools too.
- Intercom
- Zendesk Chat
- LiveChat
- Tidio
- Gorgias
- Freshchat
- Help Scout
- Front
- Gmail
- Outlook
FAQ
Live Chat & Email: your questions.
Something else on your mind? Our team replies within one working day.
Speak to a specialist
Tell us your volumes and goals. We reply within one working day with a suggested team and price.
Get a free quoteHow many chats can one agent handle?
Usually two to four at once, depending on how complex the conversations are.
Will customers know they are talking to an outsourced team?
No. Agents use your brand, your tools and your tone.
Can you work with our chatbot?
Yes. We take over bot hand-offs and tag where the bot fails, so it can be improved.
Do you support languages other than English?
Swahili, French and Arabic, with other languages recruited on request.
Related solutions
Often paired with live chat & email.
Get a free live chat and email support quote
A no-obligation consultation to design your team, hours and price. Most quotes are back within one working day.