Live Chat / Customer Support
Live Chat / Customer Support
Customers expect a fast, consistent answer in chat. GCO provides trained operators who handle your support conversations day to day, so volume growth never means slower or less consistent replies.
- Free 7-day pilot
- No setup fee
- No long-term commitment
- Continue after the pilot only if you choose
The business need
When chat volume outgrows the team
Support quality drifts once several people answer in different ways, and queues grow quietly outside the hours your own team works.
- Response times slip as volume grows
- Tone and answers vary between agents
- Nobody has a live view of the queue
- Hiring and training cannot keep up with demand
What GCO manages
What we run for you
- Incoming chat queues and assignment
- First-line answers and follow-ups
- Hand-offs and escalations to your team
- Operator onboarding to your tone and policies
Delivery model
How GCO delivers it
Onboarding to your workflow
We learn your products, policies and tone, and agree what operators may resolve alone and what must be escalated.
Operators on your queue
Operators work in the GCO platform, where conversations are queued, assigned and timed.
Supervised from day one
Team leads watch the queue, review conversations and coach operators against your guidelines.
Operational workflow
How a conversation moves
A customer message arrives through the connected channel
The platform queues it and assigns an available operator
The operator replies, with an AI-drafted suggestion to review and edit when useful
Anything outside the agreed scope is escalated
Supervisors review and feed back into the guidelines
Capabilities
Capabilities
- Real-time chat handling
- Tone and policy alignment
- Response timers and reassignment
- AI-assisted reply drafting (a human always sends)
- Operational reporting on queues and response times
- Integration through the GCO ingestion pipeline, configured per client
Ideal for
- Apps and platforms with growing chat support volume
- E-commerce teams needing consistent first-line support
- SaaS companies extending support hours without hiring a new team
Supervision & QA
Supervised work, with a defined escalation path.
Operations run under team leads who supervise live queues and review conversations against the standards agreed with you. GCO formalises this workflow further as the operation grows; we do not claim a large QA department, certifications or quality statistics.
- Team leads monitor queues, assignments and response timers
- Conversations are reviewed against the agreed guidelines
- Feedback goes back to operators; guidelines are refined with you
- A defined escalation path when a human decision is needed
Escalation
Operator
Handles the conversation and raises an escalation, with a reason and a note, when it cannot be resolved safely alone.
Supervisor / Team Lead
Takes the escalation, reviews the conversation, adds internal notes and resolves it, or escalates further when a client decision is required.
GCO Management / Client Contact
Handles escalations that need a decision from the client, records the decision, and closes the loop with the team.
Escalate when:
- The operator needs a decision
- Client-side approval is needed
- A sensitive or exceptional situation occurs
- The operator cannot safely resolve the conversation
Every escalation is recorded on the platform: who raised it, why, who handled it, each status change and the resolution.
The 7-day pilot
What the pilot looks like
We agree the channel, volume and hours first, configure the workflow and onboard operators on Day 1, run your real conversations on Days 2-6 and review the results with you on Day 7.
- Free 7-day pilot
- No setup fee
- No long-term commitment
- Continue after the pilot only if you choose
Coverage hours and languages are confirmed per project, based on staffing, before go-live.
Industries
Relevant industries
SaaS
Live chat support for software products: consistent first-line answers and a clear path to your team.
Learn moreE-commerce
Pre- and post-purchase chat support for online stores, in the languages of your customers.
Learn moreApps & Digital Platforms
Chat operations for apps and platforms with user-to-user or user-to-support messaging.
Learn moreFAQ
Questions about this service
Which channels can you support?
GCO connects through a webhook-based ingestion pipeline. Specific channel connectors (for example WhatsApp or Meta channels) are built per client once we have your API access, and are confirmed during discovery.
Do your operators work inside our tools?
Operators work in the GCO platform. We integrate your channel with it; we confirm what is feasible during the discovery step before the pilot starts.
Does AI answer our customers?
No. AI drafts suggestions for the operator to review. A human operator sends every reply.
Related services
Multilingual Chat Operations
Chat operations in English, Italian, French, German, Spanish and Swedish, staffed per project.
Learn more24/7 Chat Coverage
Around-the-clock chat coverage, planned around your volume and confirmed against staffing.
Learn moreDedicated / Outsourced Chat Teams
A managed team of operators and supervisors dedicated to your chat operation, scaled as you grow.
Learn moreReady to test GCO with your real workflow?
Start a 7-day pilot and evaluate the operation with your real workflow.
The 7-day pilot is free. No setup fee. No long-term commitment. After the pilot, you decide whether to continue, under agreed commercial terms.