Multichannel Support Specialists
Email & Chat Support Services
Your customers expect fast, helpful responses on email and live chat - but your team is stretched thin. Acelerar’s dedicated support agents handle ticket queues, live chat conversations, and email inquiries with consistent quality, so every customer gets a timely response without you hiring a full in-house support team.
The Problem
Slow responses cost you customers
Studies show that 60% of customers consider a response time of 10 minutes or less as acceptable for live chat, and 90% expect a reply within 24 hours on email. Yet most small and mid-sized businesses lack the bandwidth to staff support channels during peak hours - let alone around the clock. Unanswered tickets pile up, live chat widgets go offline, and customers leave for competitors who respond faster. Outsourced email and chat support solves this without the overhead of full-time hires. Acelerar’s trained support agents integrate into your helpdesk, follow your brand voice and SOPs, and maintain SLA targets across every channel. Whether you need coverage during business hours, extended hours, or 24/7 - we staff it.
Market Data
The customer support outsourcing market
Businesses are increasingly outsourcing frontline support to improve response times and reduce costs.
Cost Savings
The real cost of in-house support agents
A full-time customer support rep in the US costs $36,000 to $44,000/year with benefits. With Acelerar, you get trained email and chat agents for a fraction.
$40K/yr
per year / per person
Salary · Benefits · Helpdesk licenses · QA overhead
$12K/yr
per year / per person
Helpdesk-trained · SLA-driven · Scale with ticket volume
Why Outsource Support
What dedicated email and chat agents deliver
Sub-5-Minute Chat Response
Live chat customers expect instant answers. Our agents maintain average response times under 5 minutes during active hours, keeping satisfaction scores high and abandonment rates low.
24-Hour Email SLA
Every email ticket receives a first response within your SLA target - typically under 4 hours during business hours and within 24 hours on weekends. No customer is left waiting.
Consistent Brand Voice
Our agents are trained on your tone, terminology, and escalation rules. They use approved response templates and macros while personalizing each interaction so every reply sounds like it came from your team.
Scalable Coverage
Need 4 hours of chat coverage today and 12 hours next month? Scale agent hours up or down based on ticket volume, seasonal demand, or product launches without hiring or firing anyone.
Multichannel Management
Email, live chat, social media DMs, and helpdesk tickets - all managed from a single team. Your agents work inside Zendesk, Freshdesk, Intercom, HubSpot, or whichever platform you use.
Detailed Reporting
Weekly and monthly reports on ticket volume, resolution times, CSAT scores, and common issue categories. Use the data to improve your product, FAQ, and support processes.
How It Works
Live support agents in 4 steps
Share Your Requirements
Tell us your support channels, ticket volume, hours of coverage needed, and any brand guidelines or SOPs. We’ll recommend the right team size and schedule.
Agent Training
We train your dedicated agents on your product, helpdesk platform, response templates, escalation rules, and brand voice. Training takes 3-5 business days.
Go Live
Your agents begin handling tickets and chat conversations inside your helpdesk. A team lead monitors quality and ensures SLA compliance from day one.
Optimize & Scale
Weekly performance reviews identify trends, update templates, and refine workflows. Scale hours up during peak seasons or add channels as your business grows.
We work with your support tools
Our teams are trained on the platforms you already use.
What our clients say
“The Acelerar team is a self-sustaining machine. They've become an extension of our own team.”
“Acelerar handled our entire catalog migration (50,000+ SKUs) without a single missed deadline.”
“We needed reliable, fast data entry at scale. Acelerar delivered consistent quality from day one, no ramp-up time needed.”
Industry Outlook
Where customer support outsourcing is heading
AI-augmented support teams are reshaping how businesses handle customer interactions.