What does outsourcing live chat cost? An honest cost comparison

The real cost of an in-house chat agent

A customer service agent, including employer costs, workstation, software and coaching, quickly costs €3,500 to €5,000 per month. For that, you get 40 hours a week — during office hours.

Want coverage until 10pm and on weekends? Then you're looking at at least four full-time employees, so €14,000 to €20,000 per month. And that's before factoring in sick leave, holidays and staff turnover.

The two common outsourcing models

In the market you'll typically see two models. At Chathands we work with exactly these two, so you can pick what fits your volume:

• Monthly plan + usage: a fixed service fee plus a low rate per handled conversation (at Chathands, €2.75). Ideal for consistent, ongoing volume.
• Fully flexible: no monthly fee, a higher rate per conversation (at Chathands, €8.50). Ideal for getting started or for fluctuating volumes.

A worked example

Say your online store receives 400 chat conversations a month. In the flexible model you pay 400 × €8.50 = €3,400. In the monthly model you pay the service fee plus 400 × €2.75 = €1,100 in conversation costs. Compare that to the €14,000+ needed for in-house coverage until 10pm, and the difference speaks for itself.

On our pricing page you'll find a calculator that lets you compare both models side by side using your own conversation volume.

Don't forget the revenue side

Cost comparisons usually only look at spending. But an answered chat is often a sale: visitors who get their question answered immediately convert demonstrably better. So don't treat outsourcing as a cost — treat it as an investment with measurable returns in leads, orders and customer satisfaction.

What to watch for when comparing providers

Not every provider calculates the same way. Always ask for the definition of a 'handled conversation', whether platform fees are included, and what happens on peak days. Transparency on those three points prevents surprises on the invoice.