Glossary

Customer support agents are traditionally outsourced from staff call centers, live chat centers, and other live support centers to answer support and sales questions from website visitors and customers. These outsourced agents respond to the flow of incoming customer calls and messages around the clock, but they often don’t know enough about your product to answer these questions accurately. Agents are there to provide 24/7 support, but they can never understand your business or your product like you do yourself. You can think of TextChat live chat users as the digital and knowledgeable version of call center support “agents.”