Live Chat Outsourcing

Live chat outsourcing is a savvy tactic that businesses use to deliver excellent service, boost revenue, and grow their brand all while containing costs. Increasingly, live chat has become a communication channel critical to both sales enablement and service delivery for all types of retailers and service providers.

How Important is Live Chat?

In today's rapidly evolving business landscape, live chat has emerged as a vital channel for success, with real-time customer engagement becoming increasingly crucial. Today’s digitally native customer has a clear preference for instantaneous one-on-one communication especially when making purchasing decisions. Other contact methods like email and web forms simply cannot match the immediacy that customers now demand. No one likes waiting for an email response or being stuck in a phone queue.

When perfected, live chat support for web visitors delivers customer service excellence, increases revenue, and builds brand equity. With live chat, you address customer problems promptly, capture more sales leads, convert traffic into purchases, and win customer loyalty.

Live Chat Outsourcing Benefits

There is a host of benefits that come with outsourcing your live chat support:

Benefits of Live Chat Outsourcing
Benefits of Live Chat Outsourcing
Cost Savings

Think about how expensive it will be to self-finance pricey software (it’s not just the live chat platform- think workforce management packages, training software, and a knowledge base), buying computers, job advertisements, interviews, onboarding, training them, supervising them across multiple shifts throughout the day, night, and weekends, providing benefits, supporting their desktops, and there are always additional unplanned expenses!

Many businesses are overwhelmed with administrative complexity and staffing challenges, so they turn to live chat outsourcing to contain costs. The CMI Group has the scale, experience, and technology to deliver highly efficient live chat support and pass the cost savings to you. Furthermore, because a service representative can manage multiple simultaneous chat sessions at a time, the labor cost of live chat is significantly less than other support channels.

Offer Convenience and Build Trust

As mentioned before, people expect one-on-one interaction and instant answers. Delivering on customer expectations is the foundation of trust. An outsourced live chat partner like The CMI Group provides service availability, dependable quality, and information accuracy to win customer loyalty. While chatbots are a critical component of a mature customer service program, they lack the human element that builds your brand equity in the marketplace.

Generate More Sales

Adding live chat to your website offers your visitors a new level of convenience and responsiveness. With real-time assistance, potential customers can talk about their needs and ask questions. We take the time to understand your visitors' needs and direct them to best-fit products or services. Ultimately, outsourced live chat helps you to convert web traffic into purchases.

The CMI Group as Your Live Chat Outsourcing Partner

Our motto, “Relationships Matter,” is embodied in CMI’s dedication and evident in our strong long-lasting partnerships with our clients. Our continuous growth is a byproduct of not only our commitment to ease of business and collaboration with our clients but our unique strength in live chat support. We have an operational team that is dedicated exclusively to live chat programs. We operate out of the Dallas-Fort Worth (DFW) metroplex with a nationwide network of remote agents as well as nearshore and offshore facilities for additional price flexibility.

Our Approach

At The CMI Group, we harness a powerful combination of human expertise and technology to deliver exceptional support. We build tailor-made programs for each of our partners’ individual needs. The CMI Group frames the customer experience as the center focus to build brand equity, boost net promoter scores, and increase revenue. With patience, we take the time to understand the customer’s situation allowing them to feel heard. With empathy, we resolve issues with grace and provide answers with confident assurance. Our live chat agents undergo a comprehensive training curriculum and learn about your mission and culture as well as:

  • Customer Service Skills
  • System(s) and Usage
  • Knowledge Base Materials Including FAQs
  • Website Links
  • Pre-defined Responses
  • Quality Expectations.

Free Software & Setup

You may be surprised to learn that best-in-class live chat software is offered absolutely free with our exceptional managed service. The platform can be configured to send automatic notifications when a sales lead is captured or a support ticket is opened.

Deep Data

We pride ourselves on the level of data analysis provided to our clients. Our reporting suite will prove to be customizable, responsive, and anticipatory to your needs. Our team includes data analysts, operators, and developers that are highly experienced in creating reports, interpreting, and explaining the results. Check the pulse of service operations with a real-time reporting dashboard. Dive deep with reports available in both hard and soft copy including Excel and PDF formats sent via email or Secure File Transfer Protocol (SFTP) transfer.

Below is a sample of our most commonly measured metrics:

● Number of Chat Sessions

● Average Speed to Answer

● Abandon Rate

● Queue Time

● Average Handle Time

● Foreign Language Metrics

● First-Chat Resolution

Additionally, we capture insight into common issues and new features, services, or product requests.


The CMI Group can help you to add chatbot functionality to your solution for a modest additional fee per the scope of requirements. By integrating our intelligent chatbot, you'll empower your customers to effortlessly access information and resolve basic inquiries autonomously. This innovative tool not only streamlines customer support processes but also significantly reduces response times, resulting in enhanced customer satisfaction. Furthermore, by enabling self-service for common inquiries, you can free up your support team to focus on more complex issues, optimizing both their productivity and the overall customer experience. Embrace the future of customer support and let our advanced webchat bot transform the way you address customer needs.

Global Flexibility

Our global staffing options provide you with a tailor-made, cost-effective solution for your live chat needs. With diverse service locations, we can deliver the ideal mix of cultural compatibility, language proficiency, and time zone coverage to meet your unique requirements. Our onshore team provides seamless communication and a strong cultural connection, while our nearshore and offshore alternatives provide cost savings without sacrificing quality. By choosing The CMI Group, you are investing in a flexible, adaptable, and efficient customer care solution that aligns with your brand values and business objectives, empowering you to deliver a Wow! customer experience on a worldwide scale.

24/7 Availability

With 24/7 availability, we ensure that your customers can get the help they need at their convenience. This unwavering commitment to customer satisfaction sets us apart from competitors, as we're dedicated to being there for you when it matters most. Embrace the peace of mind that comes with knowing our steadfast team is always at your service, ready to offer tailored solutions and expert assistance whenever you need it. Don't settle for anything less; choose our round-the-clock service and unlock the true potential of unparalleled customer support.

CMI’s Competitive Edge: Our People

Our extraordinary performance is rooted in the expertise and high caliber of our live chat agents. As participants in CMI's Employee Stock Ownership Plan (ESOP), our agents share in the company's financial success as they tenure with the organization and gain experience. This shared stake in CMI's prosperity, coupled with performance bonuses, fosters a sense of pride in our services and motivates our agents to pursue excellence in every interaction.

Your Internal Advocate

The CMI Group assigns a program manager to be your primary point of contact and the constant voice of your business within our company.


The CMI Group can support live chat for all businesses from small to large enterprises in all industries including:

  • Utilities
  • Education
  • Telecom, Broadband, Wireless, & Cable
  • Healthcare
  • Government
  • Retail & E-commerce
  • Banking & Financial
  • Video Games
  • Travel & Hospitality
  • Law Firms, Attorneys, & Class Action
  • Insurance
  • Fundraising & Non-Profit
  • Solar
  • Software / Web App / Mobile App Support
  • Automotive Service & Car Dealerships
  • Restaurants and Food Delivery
  • Real Estate

Let's Connect

The CMI Group has a full omnichannel suite that covers every communication channel, including Interactive Voice Response (IVR), voice, email, live chat, social messaging, and SMS texting. If you are interested in learning more about live chat outsourcing, click below to connect with us:


The CMI Group is a 100% employee-owned company that is always in search of quality individuals who want to be part of our team. We have excellent opportunities in areas including financial, sales, administrative, phone operators & technical positions.

The CMI Group
Contact Us Texas Offices: 1-800-377-7713
Collections: 1-800-377-7789