Technical Chat and Email Support
Not every customer wants to call - and for technical issues, many would rather have a written record of the fix anyway. Synthesis BPO's Technical Chat and Email Support teams resolve technical questions in writing, staffed by candidates who actually understand the product, not general chat reps reading from a script.
How This Differs From General Chat Support
Regular chat support handles product questions, sales, and general customer service. Technical chat and email support is different: it requires technically sound candidates with credible Level 1+ experience, not the same staff you'd use for general or sales-oriented chat.
When a customer's question is genuinely technical, they need an agent who can actually solve it in writing, not just relay it.
Why Chat and Email for Technical Support
Technical support doesn't always need to happen over a phone call. Chat and email give customers a practical way to get help, follow troubleshooting steps, and communicate in the way that suits them.
Written Record for Both Sides
Complex troubleshooting steps are easier to follow and revisit in writing than over a call. Both customers and support teams can refer back to documented instructions and conversations.
An Added Layer of Information Security
For customers uneasy about sharing details over the phone, chat and email offer a more controlled, documented way to share what's needed to resolve an issue.
Fits How People Actually Want to Reach You
Some customers simply prefer not to call. Requiring them to phone in for support they'd rather handle in writing can slow responsiveness and make getting help less convenient.
How We Staff It
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Depending on your volume, we staff chat and email together or as dedicated roles - some accounts need simultaneous coverage across both channels, others are better served by agents handling them separately. Either way, the staff assigned are technically qualified for your product, not general support agents split across chat, email, and unrelated queries.
Omnichannel Technical Support for a Dallas Home Improvement Retailer
The same Dallas-based eCommerce retailer we support with Technical Phone Support — selling home improvement, decoration, and home security products across the US — also relies on us for technical chat and email support.
It's an omnichannel relationship: phone for customers who want to talk it through, chat and email for those who'd rather type, all handled by the same technically-trained team.
Technical Chat & Email Support Pricing
Technical chat and email support runs $7 to $10 per hour per channel, consistent with our general chat and email support rates. Technical complexity and required experience can shift pricing toward the higher end of that range.
Pricing is agreed upfront based on your product and the coverage you need.
Request a Technical Support Quote →Per hour / per channel
Consistent with general chat and email rates
Technical complexity can affect pricing
Experienced technical staff
Pricing agreed upfront
Technical Chat & Email Support FAQs
Answers to common questions about our technical chat and email support services.
Written technical support delivered over chat or email, staffed by technically-sound agents with credible Level 1+ experience - not general chat or email reps.
Regular chat support covers general customer service, sales, and product questions. Technical chat and email support specifically requires agents who can actually resolve technical issues in writing, which is a different skill set and staffing pool.
Yes - depending on your volume, we can staff chat and email together or as dedicated roles, whichever coverage model fits your account better.
$7-$10 per hour per channel, with technical complexity and experience level shifting pricing within that range.
Many clients see it that way - it offers a more controlled, documented way to share the information needed to resolve an issue, which some customers prefer over a phone call.
