How to delegate · Customer support
How to delegate live chat support
Delegate live chat by setting the hours your hire covers, the response time you expect, and the questions they can resolve in chat versus move to email. Give them a chat seat, product notes, and canned answers. They greet visitors fast, answer pre-sale questions, capture leads after hours, and tag every chat.
How to delegate live chat support, step by step
1. The SOP outline
- Go online at the start of the shift and check any chats left from overnight.
- Greet each visitor within a minute and identify what they need.
- Answer from product notes and canned answers, sharing links where helpful.
- Move complex issues to an email ticket and tell the customer what happens next.
- Tag the chat and note any product question you could not answer.
2. Access and tools to set up
- A seat in your chat tool (Intercom, Gorgias, LiveChat, or Tidio).
- Product notes with sizing, compatibility, shipping, and pricing.
- Canned answers for common pre-sale questions.
- Discount code rules, if they may offer one.
3. What good looks like
- Visitors get a reply in under a minute during covered hours.
- Pre-sale chats turn into orders, and the hire knows the catalog well.
- Off-hours chats become leads with a follow-up the next morning.
4. Weekly metrics to review
- Average first reply time in chat.
- Chats that led to an order.
- Chats moved to email and why.
Mini SOP checklist
- Go online at shift start
- Greet within a minute
- Answer from product notes
- Move complex issues to email
- Tag every chat
- Log unanswered product questions
Who to hire for live chat support
Customer Service Representative. A full-time Customer Service Representative from the Philippines is $1,800 a month through Rekruuto. Every hire works your hours, starts within 14 days, and begins with a 1-week trial backed by a replacement or a refund.
Free tool for this handoff
Time-zone overlap finder: See which hours your hire in the Philippines overlaps with you and your customers.
Related tasks to delegate
- How to delegate customer support email
To delegate customer support email, give your hire a help desk login, a library of approved replies, and a clear escalation list for refunds, legal issues, and angry customers.
- How to delegate order processing
Delegate order processing by documenting how an order moves from checkout to delivery: payment checks, fraud review, fulfillment, and tracking.
- How to delegate help center articles
Delegate your help center by having your support hire turn repeat tickets into articles.
Questions about delegating live chat support
Can one hire cover chat and email at the same time?
Yes, for most small and mid-sized stores. Chat takes priority while it is busy, and email fills the quieter stretches. Track both volumes so you know when a second hire makes sense.
Which hours should live chat cover?
Your busiest store hours. Rekruuto hires work your hours, so coverage matches the time your customers are online.
Who should I hire to handle live chat support?
A full-time Customer Service Representative. A full-time Customer Service Representative from the Philippines is $1,800 a month through Rekruuto. Every hire is a full-time professional based in the Philippines who works your hours, starts within 14 days, and begins with a 1-week trial backed by a replacement or a refund.
Hand live chat support to a full-time hire
Rekruuto places full-time professionals from the Philippines who work your hours. Most roles are $1,800 a month; software developers and AI Implementation Specialists start from $2,500 a month. Candidates pass top 2% vetting, every hire starts within 14 days, and the first week is a trial with a replacement or refund.