Working: 9.30am - 6.30pm
Working: 9.30am - 6.30pm
Omnichannel chat and email desks staffed by trained agents who resolve customer questions with speed, empathy and brand-aligned responses.
Customers expect immediate, accurate responses in the digital channel. Outer Orbit Technologies operates dedicated chat and email support teams trained to deliver first-response times under 60 seconds for live chat and under 2 hours for email — within your brand's tone, guidelines and SLA commitments.
Under-60-second first-response live chat across website widgets, WhatsApp Business and Messenger — agents handle 3–5 concurrent sessions.
Branded email responses with <2hr first-response SLA across Freshdesk, Zendesk, Zoho Desk and Intercom with full categorisation.
Custom response template libraries, tone-of-voice guides and brand-aligned communication protocols reviewed and updated quarterly.
Weekly ticket volume, CSAT, FCR and resolution rate dashboards. Monthly trend analysis to identify process improvement opportunities.
Managing chat and email in-house means staffing for peaks, training for every product update and managing platform subscriptions. Our outsourced model gives you trained agents, platform licences, quality audits and dedicated reporting — all for a transparent monthly fee.
Real-time monitoring ensures every incoming chat is acknowledged within 60 seconds regardless of queue volume.
Freshchat, Intercom, WhatsApp Business API, Zendesk Chat, LiveChat and custom website widgets — no re-platforming needed.
Structured queue management and auto-escalation rules ensure SLA commitments are met even during peak ticket volumes.
Hindi, English and 6+ regional Indian languages for chat and email — Tamil, Telugu, Kannada, Marathi, Bengali and Gujarati.
Trusted by 50+ Global & Indian Brands
We deliver measurable outsourcing solutions that drive customer success and growth.
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