The live chat industry is growing fast, and thousands of organizations are discovering that live chat can add a new dimension to their customer service efforts. But many companies are not yet ready to run their own live chat division. 

There’s a lot to deal with—hiring staff, organizing software, and managing teams. Because of this, many companies prefer to outsource all of this to a live chat agency. That way, they can focus on what they do best but still deliver excellent customer service.

A live chat agency is a business that specializes in providing live chat services for many client companies. They operate in much the same way as any other live chat department. The main difference is that they support multiple clients, which adds a new layer of complexity. 

However, this kind of business also opens up exciting new opportunities for live chat agents, especially ones with experience. If you are looking for another way to get a job as a Team Leader—or another advanced job—then this is a great way to go. 

Nowadays, customers expect the brands they deal with to be available 24 hours a day. According to a Mobile Messaging Report study, more than half of users want companies to be available around the clock. 

Many online stores use emails or calls for this purpose, but this way of communicating with customers is not always enough. Sometimes clients have urgent questions and don’t want to wait for an email response. Some people just don’t like using the phone.  

Because of this, companies know they need to offer live chat support to customers. But a startup company may not have the resources to spend on this. Even larger companies may just prefer to outsource the matter to someone else. 

Some live chat agencies operate with staff working in-house, while others are happy to use remote workers. The percentage of home-based workers is increasing as the industry continues to explode, as this dramatically increases the pool of agents.

For example, The Chat Shop is a UK-based chat agency, but it hires remote staff in the UK and the United States. HelpSquad is based in Pennsylvania but hires agents from all over the world. This agency supports clients in industries such as:

Live chat agencies such as these provide real-time assistance to customers 24 hours a day, seven days a week, 365 days a year. This means that clients never miss a lead, and customer inquiries never go unanswered. Even when customers get in touch outside regular business hours, they will receive immediate, accurate feedback.

This is an immensely valuable benefit for companies with overstretched resources. So it’s no wonder that more and more live chat agencies are springing up. And of course, that means more opportunities for you!