Live chat outsourcing Canada, in local hours

Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day. For orientation, Canada-based virtual assistants and support agencies publish C$25 to C$60 an hour, and managed offshore chat agents are advertised at US$699 to US$899 a month full time (Virtual Gurus, Wing and 2026 roundups). We quote in CAD for a named agent on a shift rather than per chat, so a busy promotion week does not change the invoice.

No. Agents are employed by SS Support Network LLC and work from the group's offices in Vancouver, Washington and a second office in Pakistan, on shifts matched to Canadian hours. They are trained on Canadian spelling, provincial sales taxes, postal code formats and shipping realities before they take a live widget. We do not operate a Canadian office and we do not use freelancers. If your policy requires agents in Canada, say so at the first call.

The target is set with you and reported weekly, usually within a handful of seconds during staffed hours. One agent comfortably holds two or three concurrent conversations without visitors noticing; beyond that the queue message is honest about the wait rather than leaving someone watching a typing indicator. If your traffic regularly exceeds what one agent can hold, we say so and plan a second seat rather than quietly degrading response times.

Yes, within limits you set. The agent answers sizing, compatibility, stock and shipping questions, recommends from a comparison sheet you approve, applies a promotion code where your rules allow and books a call with your sales team when a conversation needs one. They do not invent discounts or make commitments about delivery dates outside your published windows. Every lead is logged in your CRM with the transcript attached.

The widget switches to a message form with a clear statement of when someone will reply, in French as well as English where that applies. Offline messages are worked at the start of the next shift before new chats, so an overnight question is answered before a Vancouver morning begins. Clients who want genuine evening cover can add hours on the Pacific shift, and that is scoped in the plan rather than assumed.

Intercom, Zendesk, Gorgias, Help Scout, Freshdesk and Shopify Inbox are the ones we staff most, plus most widgets that offer a standard agent seat. The agent holds their own named login so every conversation is attributable. Where you run a chatbot first, the agent monitors the fallback queue and picks up anything the bot cannot close, which usually shows up quickly in the topic tagging report as a gap worth fixing.