Originally Posted by RobertM
I've outsourced my support one time, and it didn't end very well. I believe that it is better to be active on your own live chat. If you outsource, a lot of the time, the people that you hire can't do certain tasks/don't know anything about your company/as well, they don't generally speak good English and eventually get sloppy.
I'd go with hiring more staff personally, because if you get good outsourced support, you're going to be paying hundreds of dollars per month towards that, when you could have a few good employees to handle live chat that will do much better. However, if you do decide to go with live chat, be sure to monitor everything they do.
I wouldn't recommend outsourcing your live chat, and keep it within the company. If anything, you could outsource your tickets, but I still don't feel too comfortable about that.
If you ever think of outsourcing,
2) Level 3 Support for those who operate their own servers.
Never you outsource