Enhanced Contact Center Integration Solutions I XACT

As an organization designed around people, you know how vital customer service is to your overall success — especially in our fast-paced, productivity-focused business environment. When your customers need assistance, chat support outsourcing can deliver an exceptional experience with superior customer support that’s easy, innovative and flexible.

That’s where XACT enters the scene. Our technology, solutions and expertise can take on part or all of your customer service load, integrating seamlessly into your application, website or communication solution. As your virtual assistant, we get to know your business, acting as an extension of your team. That way, your users get the help they need without missing a beat.

Through frequently asked questions, sophisticated branching and search technologies, XACT becomes an important part of the fact-finding process, assisting in questions that commonly plague your valuable callers. Our interactive, internet-driven chat support service, live chat support and help modules can be integrated into your existing website or application with ease. This allows the flow of communication along different mediums, allowing opportunities for assistance to be a tap away.

Why Outsource Your Chat Support?

At XACT, we take a human-first approach, ensuring each and every customer feels valued and heard. Available 24/7/365, our U.S.-based live chat support services and chat outsourcing are the perfect solution for small businesses and non-profits looking to outsource their service needs without breaking the bank for technology and talent.

Key Benefits of XACT’s Seamless Integration

Reduce operational costs by eliminating the need to hire, train and manage an in-house chat support agent team.
Gain access to trained chat support specialists who are skilled in brand alignment, product knowledge and customer service excellence.
Improve customer experience with 24/7/365 availability, ensuring customers receive help from a live chat agent or an answering service whenever they need it.
Scale support quickly during seasonal peaks or product launches without sacrificing quality.
Leverage advanced chat software, technology and analytics to identify trends, improve FAQs, boost technical support and enhance self-service tools.

Our Chat Support Outsourcing Services

Web Chat
Our chat software is seamlessly integrated with our skills-based routing omnichannel environment, ensuring your requests reach the right chat operators quickly and efficiently. We’ll customize the chat interface to align with your site or application’s colors, style and tone so each customer interaction is on brand and feels familiar.

Once the design is complete, simply paste the provided widget code into your site’s codebase to activate it in seconds.

Prefer a custom integration? Our robust API set gives you full control, allowing you to route requests to our platform exactly the way you want.

SMS
Text messaging — better known as SMS — is one of the fastest-growing communication methods today. With our service, you can quickly enable SMS for your business by provisioning a dedicated short code (six digits or fewer) or activating SMS on your existing support number.

This instantly transforms your number into a dual-purpose contact point — capable of both phone calls and text messages — giving your customers the flexibility to choose the communication method they prefer.

The XACT Chat Support Approach

With our smooth onboarding process, you’ll have the chat support you need in no time.

Plan of Action

A six-step implementation process that focuses on learning about you through learning, development, training and careful roll-out.

Targeted Training

We will develop content, curriculum and a quality training program on your product, service or brand.

Quality Assurance

Once on board, we’ll continue to strive for excellence while maintaining program quality and integrity.

Workforce Scheduling

Our chat support team ensures that agents are scheduled properly and resources are available when you need them most.

Resource Management

We have a team of phone support specialists constantly watching contacts in our system, making sure that we never miss a thing.

Account Management

You’ll always have a point of contact to reach out to discuss issues and provide feedback on our customer support services.

But don’t just take our word for it. Hear from our many happy customers.

See What Our Customers Say

Channels We Offer

For each of our channels, we offer three workforce types: shared agents, hybrid agents and dedicated agents, delivering the level of service you need:

Voice & Digital

Voice IVR Guide Email Chat Co-Browse 2-Way Video

Social Media

Instagram

Facebook

YouTube

Apple App Store

Google Play

Google Places

Private Messaging

SMS/MMS/RCS

Facebook Messenger

Apple Messages

LINE

Instagram DM

Teams

Slack

Bring Your Own Channel

BYOC API

Webex

Kik

Zoom

TikTok

Discord

WeChat

KakaoTalk Tencent QQ Sprinklr

Viber

What Our Clients Say

“
★★★★★
“They understand how critical consultative customer service is to us.”
4AJenn Troutman, VP Customer Service & Sales, 4AllPromos
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★★★★★
“XACT was committed to ensuring that our campaign ran smoothly.”
ESVP Sales, Environmental Systems Company
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★★★★★
“For the past 1-2 years, they have really embraced partnering with us to improve our working relationships.”
21Senior Manager, Service, 2-10 Home Buyers Warranty
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★★★★★
“I’m impressed most by the structure and adaptability of the company.”
WEDirector of Sales & Customer Success, Wheels E-Commerce Co
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★★★★★
“They’re very interactive and act like a partner for us.”
DSDirector of Operations, Donna Salyers Fabulous-Furs
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★★★★★
“Speaking with others in our industry, they are looking to utilize XACT’s services based on our positive experience.”
PEClient Experience Manager, People Engagement Company
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★★★★★
“I thought their escalation process was good and it uncovered lingering issues we needed to fix with our customers.”
TESr. Director Business Process Operations, TK Elevator
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★★★★★
“The management team was attentive and great to work with.”
DCDirector Customer Success, Delivery Company
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★★★★★
“They are incredibly fluid and able to act on the fly.”
CHCustomer Service Manager, Cherry Hill Programs
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★★★★★
“They were really good thought partners who brought new ideas to the table.”
UDFormer Head of Growth Marketing, Udacity
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★★★★★
“We’re very happy with the service we’re getting from XACT.”
M3Partner, MediaWorks 360
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★★★★★
“XACT makes their customers feel supported.”
TCCustomer Experience Manager, Teachers’ Curriculum Institute (TCI)
“
★★★★★
“The level of service they provide per call is excellent.”
MEOperations Manager, Medical Equipment Rental Company

★★★★★ See our verified reviews on Clutch →

Ready to learn more about how XACT can help your organization?

Customer Testimonials

Our Services

Learning Center

Outsource Chat Support Services

Why Outsource Your Chat Support?

Key Benefits of XACT’s Seamless Integration

Our Chat Support Outsourcing Services