Outsourced customer support — agents for chats, messaging apps and email
Customer support outsourcing means agents who answer in messaging apps, email and your website chat when your team can't keep up: at night or during a sale. Describe channels, languages and hours in an order, and agents will send responses. Or choose an agent who has worked with a similar product.
Support agents
How much customer support outsourcing costs
What affects the price
Channels and languages
The more channels there are — website chat, email, Instagram, Telegram, Viber — the harder it is for one person to keep up everywhere. Support in English or another foreign language is usually priced higher.
Volume and payment model
A few conversations a day and a flood of messages during a sale are different workloads. Payment is per hour, per shift, monthly or per handled inquiry.
Shift schedule
Evenings, weekends and round-the-clock shifts usually cost more than weekday business hours. The faster each message has to be answered, the more people a shift needs.
Complexity of questions
Delivery status or a size exchange with ready-made templates is simple first-line work, while questions about configuring a service or a failed payment need longer agent training.
Preparation before launch
If there is no knowledge base, templates or help desk system yet, they have to be created first. A Zendesk, HelpCrunch or other service plan is paid separately from the agent's work.
Prices come from specialists' profiles on Nexperity and update automatically. You agree the final price with the specialist directly.
How to find a support agent
Two ways — pick the one that suits you
Pick a specialist yourself
- 1Open specialists' profiles and their work
- 2Send a request that describes the task
- 3Once accepted — contact the specialist directly
Post an order
- 1Describe the task, payment and the timing you want
- 2Receive responses from specialists
- 3Pick the best specialist and agree directly
- Free for clients
- Orders can be posted anonymously
- Your contacts open only after acceptance
- No commission on the deal
How to choose a customer support agent
- 1
A product like yours
Support for a clothing store, a SaaS service or a mobile game means different questions and a different tone. Ask about similar projects and the tools the agent has already worked in.
- 2
A test task
Prepare a few typical inquiries and ask the agent to answer them as they would write to your customers: this shows their writing, their tone and whether they follow your rules.
- 3
Who covers the shift
Ask who will step in if the agent falls ill, and whether they have backup power and mobile internet for power outages.
- 4
Your customers' data
The agent will see buyers' names, phone numbers and addresses: give them a separate account with limited rights and agree on non-disclosure in writing.
- 5
Limits of authority
Agree on what the agent decides alone — a return, a replacement, a discount — and what they pass on to you or the second line, and how they report recurring complaints.
What to put in the order
What you sell or what your service is, and what customers ask about most often
Channels and languages: website chat, Instagram, Telegram, Viber, email
An approximate number of inquiries a day and when the peaks happen
Schedule: business hours, evenings, weekends or round the clock
Where you handle inquiries — a help desk, CRM, store admin panel — and whether there is a knowledge base
Payment and when you need to start
Questions about Nexperity
How Nexperity works — separately for clients and for specialists
For clients
Nothing. Searching for specialists, sending requests, posting orders and receiving responses are free.
No. You agree the price and the payment method with the specialist and pay them directly. Nexperity does not take payments and is not a party to your deal.
A request goes to one specialist — from their profile. An order is posted for everyone: specialists send you responses, and you choose which one to accept.
How the specialist will do the task, a price — fixed, a range, hourly or “on request” — and, optionally, an estimated timeline.
30 days from publication: all that time it is visible in the feed and specialists can send responses. The exact end date and time are shown on the order in your account. From that moment the order is closed and a response can no longer be accepted. You can cancel it earlier, and if no specialist turned up, post a new one.
Yes: you can hide your name and photo in an order. The anonymity lasts until acceptance — the specialist whose response you accept sees your name and photo. The task description is public: anyone visiting the site can read it.
Only after acceptance — when you accept their response or they accept your request. And only the contacts you chose to show.
After acceptance you see the contacts the specialist chose to show, and they see the ones you chose. You can also message on Nexperity when the chat is on: on an order you decide that, on a direct request the specialist does.
Once the work is done, mark the order or the collaboration completed in your account — then you can say whether you recommend the specialist. A review can only be left for a collaboration that happened through Nexperity: one per specialist, which you can change or delete at any time.
For specialists
Nothing for now: this is the free period, and no subscription is needed yet. Nexperity takes no commission on deals — you settle with the client directly.
Sign up, fill in your specialist profile and add your services — each with a category, a description and a price. Once the profile is complete, it appears in search and on the category pages.
Two ways: clients send you requests from your profile, which you can accept or decline; and you see public orders in your categories in your account and can respond to them.
You describe how you will do the task and give a price and, optionally, a timeline. The client compares responses and accepts one.
Contacts set to “Public” are visible to everyone on your profile. A client sees contacts set to “After connection” once you accept their request or they accept your response. “Hidden” ones are not revealed in new connections: a contact already revealed to a client stays visible to them.
Each service has a fixed price, a range, an hourly rate or “on request”. Prices show on your profile and in search results, and you agree the final price with the client.
Through search and the category pages of your services. The order depends on your clients' reviews — how many of them recommend you — and in search also on how well your services match the query.
A photo, a description, your region and way of working — online or in person — your contacts and a portfolio: photos of your work, each with a short caption if you like.
A client leaves a review after completed work, and only for a collaboration through Nexperity: they say whether they recommend you and may add a few words. Each client counts once, however many times you work together.
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Are you a support agent?
Get orders from your category and respond to them — with no commission on deals.