Customers may contact your business through a website, app, messaging channel, social platform, or marketplace. Our agents work within the chat environment selected for your program, following the processes, tone, and escalation rules agreed with you.
We can support established third-party chat providers and client-provided platforms, including environments that use tools such as Zoho or Salesforce. During discovery, we confirm the systems, channels, access, and implementation responsibilities for the engagement.
Flexible chat support built around your customers, workflows, channels, and the specific scope of your program.
Answer product, service, account, order, and general customer questions.
Guide users through troubleshooting and escalate issues that need specialist attention.
Respond to product questions and help interested prospects understand next steps.
Help customers with order-related questions or service requests, based on your procedures.
Collect information, qualify inquiries, and support appointment workflows where required.
Acknowledge concerns, follow your resolution process, and escalate cases that require your team.
Deliver service across the agreed web, app, messaging, social, or marketplace channels.
The precise scope is set with you. We do not assume that every channel, workflow, or integration belongs in every program.
We build each chat support program around your business, customers, systems, and service requirements rather than applying a fixed model.
We start by understanding what you want to outsource and why, what customers need, how your team works today, and what a successful support experience should look like.
The discovery and learning phase typically involves close client participation and may take the first one to two weeks, depending on the information and access available.
Together, we define the channels, hours, languages, systems, staffing profile, escalation paths, service expectations, and reporting.
If a pilot is the right starting point, we shape it around your workflow and goals rather than applying a fixed package.
We generally look for candidates with at least one to two years of experience in a similar role, unless your requirements call for a different profile.
Where suitable, we prioritize people whose work history and reliability we already know. You can interview candidates before they are selected for your program.
For the initial pilot, we prefer training to be delivered by you or an experienced person from your team, who knows the product, service, and edge cases best.
Our in-house trainers participate, document the material, and learn the process alongside the agents. That creates a knowledge base for future onboarding, retraining, ramp-ups, or team changes — so the client does not have to repeat the same training from scratch each time.
Our supervisor and quality resources help the team follow the agreed processes and learn from customer interactions.
The level of dedicated QA depends on the program; for smaller teams, an in-house quality specialist or the supervisor may cover that responsibility. We share reports and arrange regular calibration with you so questions, quality feedback, and process changes can be discussed and documented.
Flexible support coverage built around your operating hours, customer channels, and language requirements.
We can structure support coverage around your operating hours, with 24/7 support available when required and supported by the agreed staffing plan.
Depending on your workflow and technology stack, support can extend across website and in-app chat, messaging platforms, social channels, and marketplace chat.
Additional languages may be arranged based on candidate availability, service requirements, and program scope. Multilingual staffing may also affect pricing and onboarding timelines.
The number of conversations an agent handles at once should fit your service expectations, platform capabilities, and the complexity of the work.
We agree the starting approach with you, then review performance and quality and make adjustments together when appropriate.
Concurrent conversation levels are established around your service expectations and workflow.
Chat handling is reviewed against quality and operational expectations.
The approach can be refined together as volumes, quality requirements, or workflows change.
Synthesis BPO does not require you to move to a proprietary Synthesis chat system. We can work within your existing environment or discuss an appropriate third-party provider as part of solution design.
The platform, integrations, access, and responsibilities are confirmed before launch so both teams have a clear understanding of the operating model.
Continue using the chat tools and platforms already established within your business where appropriate.
Where needed, we can discuss suitable third-party providers during the solution-design process.
Platform access, integrations, responsibilities, and operating requirements are clarified before launch.
If you want automation, we can work with an existing third-party chatbot or discuss an in-house AI chatbot option as part of the solution design.
Depending on the agreed setup, our role may include implementing a bot or providing human handoff when a conversation needs a person. We do not introduce AI into your chat workflow without your approval.
Human agents remain an important part of the service. They can handle nuanced questions, follow your procedures, and help identify where automated information or responses may need attention.
Bot configuration, human handoff, data, and maintenance responsibilities are agreed during discovery.
Our chat teams have a clear path for escalation, ongoing calibration, and reporting aligned with the needs of your program.
We establish direct communication channels with you or your designated team so agents can seek timely guidance on questions that require a client decision or specialist input.
Challenges and recurring questions are documented, reviewed during calibrations, and used to improve processes and inform future training.
Direct communication with the appropriate client contact when specialist input or a client decision is required.
Recurring questions and operational challenges are reviewed to support process improvement and future training.
Reporting and quality reviews are structured around the size, scope, and requirements of the engagement.
An example of how channel coverage and agent progression can be structured within a multi-channel customer support program.
Synthesis BPO supports a large automotive and auto-parts service provider through a team of more than 30 people. The program serves end customers, retailers, resellers, and service providers across four chat channels.
Agents begin on the first channel and move to additional channels as they gain familiarity with the work. This helps align channel responsibility with each person's experience on the account.
Our chat support is priced hourly based on the people assigned to your program. Typical rates are in the $7 to $10 per person, per hour range, with the final rate depending on language, channel complexity, coverage, and the experience required.
Request a Chat Support Quote →Chat support pricing is reviewed and agreed before the program starts.
Pricing is typically in the $7 to $10 per person, per hour range.
Language, channel complexity, required coverage, and the experience needed can affect the final rate.
Specialized or senior roles may be priced above the typical range depending on the program requirements.
We discuss the scope and proposed rate before launch, so you understand how the team is structured and what the rate covers.
Chat support is delivered through your chosen platform or an agreed third-party provider. Synthesis BPO does not supply its own proprietary chat system.
During transition, we review the platform and access arrangements with you and follow the agreed client instructions for the work.
Encryption, privacy features, permissions, and other security controls depend on the platform selected and how it is configured.
Where specific legal or regulatory requirements apply, they should be reviewed with the client's legal or compliance advisers and reflected in the agreed operating procedures.
We do not claim to hold HIPAA, PCI, SOC, ISO, or other certifications or licenses. Security and compliance responsibilities should be defined as part of the agreed operating model.
Clear answers about chat support, channels, staffing, AI, pricing, and security requirements.
Yes. 24/7 coverage is available when it is included in the agreed scope and staffing plan. We discuss the service hours, time zones, channels, and team structure during discovery.
Depending on the program, our team can work across website or in-app chat, messaging, social, and marketplace channels. We confirm the specific channels and platform capabilities with you before launch.
We can work in a client-provided chat environment or an agreed third-party provider. We have worked with tools such as Zoho and Salesforce; the exact setup, access, and integration responsibilities are confirmed during solution design.
English, Spanish, French, and German are currently supported on an established client program. Other languages can be explored on request, depending on candidate availability and the requirements. Language needs may affect pricing.
Yes. We shortlist candidates based on the role and relevant experience, and you can interview candidates before selection. We generally seek one to two years of similar experience unless you specify a different requirement.
For a pilot, we prefer you or an experienced member of your team to provide the initial, detailed training. Our in-house trainers participate and document the material so Synthesis BPO can support later onboarding, retraining, and team ramp-ups.
We establish direct communication with you or your designated team for questions that need specialist input or a client decision. We document recurring challenges and discuss them during regular calibrations so they can inform process updates and future training.
AI chatbot options may include an existing third-party bot or an in-house option. Any implementation or human handoff is agreed for the specific program, and AI is used only with your approval.
Typical rates are 7–10 per person, per hour. The rate depends on factors such as language, coverage, channel complexity, and experience; specialized senior roles may be priced above that range. We provide a quote after understanding your requirements.
We do not claim to hold these certifications or licenses. Chat work takes place in the selected client or third-party platform, and its specific security and privacy controls depend on that platform and its configuration. Any legal or compliance requirements should be reviewed with the client’s advisers and agreed before launch.
Tell us how many messages your team receives, what customers ask about, which systems you use, and when your inbox needs coverage. We’ll discuss a suitable team structure and provide a quote based on your requirements.
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