Live chat support outsourcing in Sri Lanka
Real people on your website and app chat, answering pre-sale questions, solving problems and taking over when your chatbot gets stuck, 24 hours a day.
Non-voice services
Live chat support from Colombo
A visitor who opens a chat window is usually one answer away from buying or leaving. Does this size run small? Will it arrive before Friday? Is there a discount for two? Our live chat agents answer those questions while the customer is still on the page, using your catalogue, stock levels and delivery rules. On support chats they look up orders, walk people through set-up steps and fix account problems without pushing them to email.
How we work
Chat is its own skill. Agents write short, clear messages, keep several conversations moving without leaving anyone waiting, and know when a chat should become a call or a ticket. We set how many chats each agent takes at once by how complex your questions are, and we tune saved responses until they read like a person typing. If you run a chatbot, our team picks up the handover with the bot transcript in front of them.
Good to know
Every chat is logged in your platform and tagged by outcome: sale, resolved, escalated or abandoned. Team leads read transcripts for accuracy, tone and missed sales chances, and feed what they find into coaching. Your report shows chat volumes by hour, wait and handling times, customer ratings where your tool collects them, and the questions that keep coming up, which often make the best new FAQ content for your site.
What is included
Pre-sale questions
Sizing, compatibility, stock, delivery dates and offers answered on the spot, with a link straight to the right product.
Order help in the chat
Order tracking, address changes, cancellations and returns handled in the conversation, checked against your order system.
Guided troubleshooting
Step-by-step help with logins, settings and set-up, with screenshots or short how-to links where they help.
Chatbot handover
Agents pick up conversations your bot cannot finish, read the history first and carry on without making the customer repeat themselves.
Proactive chat invitations
Timed prompts on pricing, checkout or high-exit pages, written with you, so agents reach hesitant visitors before they leave.
Transcripts and tagging
Every chat saved and tagged in your platform, with leads and complaints passed to the right person on your team.
How we set it up
Review your chats
We read past transcripts and walk through your site with you, then agree chat types, hours, tone and escalation rules.
Build and train
We write saved responses and a product cheat sheet, then train agents on your catalogue, systems and chat etiquette.
Go live in stages
We start on agreed hours or pages, monitor early chats closely and adjust concurrency and responses as volumes settle.
Learn from every chat
Regular reports on volumes, wait times, outcomes and recurring questions lead to changes in responses, triggers and staffing.
Why Elevracorp for live chat support
- 01
More visitors become buyers
Answering the question that stalls a purchase, while the customer is still on the page, saves sales that would otherwise walk away.
- 02
A person at any hour
Our 24/7 office means late-night shoppers and overseas customers reach a human, not an offline form.
- 03
Short waits at busy times
Agents run more than one chat at a time without rushing anyone, so queues stay short when traffic peaks.
- 04
A chatbot that knows its limits
Your bot handles the simple questions and our agents catch the rest, so automation saves time without annoying customers.
Related services
Email support
Customer emails answered in your help desk and your tone, around the clock.
Order taking service
Phone and WhatsApp orders taken, checked and upsold, with delivery booked in your system.
Technical support (tier 1)
First-line fixes for logins, set-up and connectivity, with clean escalations to tier 2.
Questions about live chat support
Not covered here? Ask the Colombo team.
Open 24/7
Which platforms can your live chat agents work in?
Our live chat agents work in the platform you already use, such as Intercom, Zendesk, LiveChat, Tidio, Freshchat, tawk.to or the chat built into your help desk or online store. You add them as users, and every transcript, tag and customer record stays in your account. If you are choosing a tool for the first time, we can talk through the options for your traffic and budget.
How many chats can one live chat agent handle at once?
It depends on how complex your chats are. Simple pre-sale questions let an agent run several conversations side by side, while account or technical problems need more focus. We set the limit per agent in your platform before launch, watch wait times and customer ratings closely in the first weeks, and adjust the limit and staffing until both are where you want them.
Can live chat support work alongside our chatbot?
Yes. Many businesses let a chatbot answer simple questions such as opening hours or order status and route everything else to people. We help set the handover rules, for example when a customer asks for a person, repeats the same question or mentions a complaint. Our agents read the bot conversation before replying, so the customer never has to start again from the beginning.
Can your live chat team help increase online sales?
Pre-sale chat is one of the most direct ways to turn browsing into buying. Our agents answer the question that is holding the customer back, suggest the right product or add-on, and share a direct link to the checkout. We tag every chat that ends in a sale or a lead, so your report shows what chat contributed instead of leaving you to guess.
Get a quote for live chat support
Tell us your volumes, hours and languages. We reply with a plan and a price.
What happens next
- We replywith a few questions about the work.
- A short callto agree scope, volumes and timings.
- A written planwith timeline and price.
Thank you. Your quote request is with our team.
- We reply with a few questions about the work.
- A short call to agree scope, volumes and timings.
- A written plan with timeline and price.
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