Customer Support
Support customers across the channels they use
Explore Customer SupportUK-based customer service outsourcing
Customer service that grows with your business.
Human-led, AI-assisted customer service, operations and insight. Start with the support you need today and add more as your business grows.
Flexible customer support from £295 + VAT per month.
Example of a managed operation: a customer asks on live chat where an order is. The enquiry is matched to Sarah Carter and order 4821, which is delayed in transit. A UK advisor replies personally. The courier is checked and a replacement is approved. The conversation is resolved, the customer record is updated, and the contact reason is captured as a delivery delay with a recommendation to review proactive delivery updates.
- UK-based advisors
- Human-led
- AI-assisted
- Works with your existing systems
- From £295 + VAT
One customer. Every conversation connected.
Customers do not think in channels. They want a helpful answer, in the same voice, from people who already know the agreed process.
Live ChatEmailTelephoneSocial & Messaging
Live Chat Factory
UK advisors. Shared knowledge and processes. One brand experience.
One consistent customer experience
Customer service shouldn't stop at the answer.
A useful reply often depends on an operational action. Live Chat Factory handles the conversation and the agreed next step.
01
Customer contacts you
Live chat, email, phone or social
02
We understand what they need
Intent, not just the message
03
We access the approved context
Order, knowledge, CRM or booking
04
We take the agreed action
Courier, refund, lead or update
05
Customer receives a clear resolution
A next step they can trust
06
Insight is captured
Contact reasons and recommendations
Customer service, operations and insight — built around you.
Start with the pressure in front of you. Add channels, operations, growth, technology and insight when they earn their place.
Customer Operations
Keep everyday customer processes moving
Explore Customer OperationsSales & Customer Growth
Turn conversations into growth opportunities
Lead Capture
ExploreAI, Automation & Customer Service Integrations
Connect the right tools so customer service is faster and simpler
Live chat software and branded website widgets
ExploreCustomer Insights & Improvement
Turn everyday conversations into findings and practical recommendations
Understand customer intent
ExploreCustomer Experience Improvement
Find friction and improve the customer journey
Customer Journey Reviews
ExploreFrom customer question to completed action.
Many ecommerce enquiries need an operational step: check the order, see the courier, approve the agreed action, then tell the customer. Live Chat Factory can do that work inside the systems you already use.
Works with the systems you already use
Shopify · WooCommerce · CRM · Helpdesk · WhatsApp · Courier and order systems · HighLevel · Zapier. Named where our service copy already covers them. This is not a partnership list.
Human-led. AI-assisted.
Technology speeds up the work around a conversation. A UK advisor remains accountable when the moment needs judgement.
Technology assists
- Triage
- Routing
- Information retrieval
- Summaries
- Repetitive workflows
- Internal alerts
Technology supports the personBetter service
People lead
- Judgement
- Empathy
- Persuasion
- Complaints
- Exceptions
- Sensitive situations
We discover. We connect. We deliver. We improve.
Start with what you need today. Add more as your requirements grow.
01
Discover
Understand your customers, channels, processes and the pressure points taking time today.
02
Connect
Set up the people, knowledge, channels and systems needed to work in your name.
03
Deliver
UK-based advisors manage the agreed conversations and operational actions.
04
Improve
Use quality monitoring and customer insight to refine the operation.
Every conversation tells you something.
Customer conversations show why people get in touch. Those patterns become practical recommendations, not a pile of unanswered tickets.
- Customer conversations
- Contact reasons
- Buying signals
- Complaints
- Delivery problems
- Repeat contact
- Patterns, then practical recommendations
Support shaped around the customer in front of you.
The same operating model, with context that fits the sector.
- Food & DrinkOrder, delivery and product enquiries
- Ecommerce & RetailPre-purchase questions, orders and returns
- Legal & Professional ServicesProfessional intake, callbacks and admin
- Film & TVProduction, supplier and crew enquiries
- Beauty & WellnessBookings, WhatsApp and social DMs
- SMEsStart small and scale as you grow
What clients have said
These comments describe specific pieces of work. They are not a company-wide scorecard.
“Karen was a powerhouse behind this and she made live chat a success at Which? seeing a decrease in website bounce rate and increase in customer satisfaction scores and sales.”
Jennet Pitch
Centre Lead at Ocado Technology
“I loved working with Karen and her team on developing the LiveChat tone of voice for Which? Legal. They were true trailblazers, with so much enthusiasm and drive for success.”
Anna Kierstan
Editor & Content Consultant
“Karen and the Live Chat Factory Team are fantastic to work with, have exceptional experience and expertise. They have a dedication to making any business a success.”
Richard Lancaster
Managing Director of Lustalux Ltd.
Flexible customer support from £295 + VAT per month.
Starter Support is one agreed customer-support channel and an agreed monthly allowance. It is not unlimited support.
- One customer support channel
- An agreed monthly support allowance
- UK-based advisors
- Onboarding
- Knowledge setup
- Escalation
- Simple reporting
Need something broader?
Support can be built around the business: more channels, customer operations, growth, technology and insight. Nothing extra is bundled unless you ask for it.
Frequently asked questions
How we start, how we work, and how support can grow with you.
Still have questions?
Call, email, or leave your details and we will get back to you.
Build your support
Tell us what is taking up your team's time today. We'll help you work out what Live Chat Factory could take on now and what can wait until later.
You don't need to know exactly what you need before getting in touch.
Start with one requirement. Add more as your business grows.
Need somewhere simple to start?
Starter Support begins from £295 + VAT per month for one agreed customer support channel and an agreed monthly allowance.
If you need something broader, tell us what you're dealing with and we'll build the support around it.
Tell us what you need
Send a short enquiry and we will come back to you using the details you provide.