Start with a channel
Customer Support
Give customer conversations a clear owner, on the channel creating the most pressure.
Common starting points
- Live Chat
- Phone
UK-based customer support
Customer conversations,handled through to action.
UK-based advisors resolve customer questions, take the next agreed action and close the loop with your customer. Human judgement and the right technology keep the work moving.
Starter support from £295 + VAT per month. One agreed channel and monthly allowance.
Illustrative managed operation: a customer asks about a delayed example order. A UK-based advisor checks the agreed delivery process, contacts the courier and updates the customer. The delay is recorded as a potential service improvement.
- UK-based advisors
- Human-led
- AI-assisted
- Works with your existing systems
- Start with one service
Illustrative service journey
From first message to next step.
An email about a delayed delivery, followed through with customer context, advisor judgement, a clear next step and useful learning.
- An example customer asks by email, “Where is my order?”
- The advisor checks the example order and the agreed delivery process.
- A UK-based advisor replies and takes ownership of the follow-up.
- The proposed next step is to request a courier update and keep the customer informed.
- The contact reason is recorded as a delivery delay and can inform service reviews.
Flexible by design
Start with the work creating the most pressure.
Choose one clear starting point. Add capacity around the work that is still pulling focus, when it becomes useful.
Your service plan
One starting point. Room to grow.
01 · Start here
Choose the pressure point.
Start with a process
Customer Operations
Hand over one defined customer task, with access and escalation agreed first.
Common starting points
- Order Support
- Refunds & Returns
- Bookings
- CRM Updates
02 · Add when useful
Grow into what comes next.
Add another capability on its own or alongside your starting service.
- Sales & Customer GrowthTurn conversations into growth opportunities
- AI, Automation & Customer Service IntegrationsConnect the right tools so customer service is faster and simpler
- Customer Insights & ImprovementTurn everyday conversations into findings and practical recommendations
- Customer Experience ImprovementFind friction and improve the customer journey
No fixed bundle.
Agree channels, processes, hours, system access and escalation with your team before work starts.
People stay in control
Human-led. AI-assisted.
Technology can speed up routine work. A UK advisor remains responsible for the response, the customer relationship and decisions that need human judgement.
Customer service model
Technology assists. People own the outcome.
Technology can support
Help with routine work and surface the right approved information.
- Triage and routing
- Finding approved information
- Conversation summaries and internal alerts
- Agreed routine workflows
LCFUK advisor
People remain accountable for
The customer relationship, good judgement and decisions outside the agreed routine.
- Judgement and empathy
- Complaints and exceptions
- Sensitive situations
- Policy decisions and escalation
Clear boundaries. Human ownership.
Assistive tools work within the information and workflows agreed with your team. Advisors handle judgement and escalation.
Support across sectors
Support shaped around the customer in front of you.
The same operating model, with context that fits the sector.
Sector pathways
One way of working. Built for different customer needs.
- Food & Drink01Order, delivery and product enquiriesCommon focusOrder status, delivery issues, missing items and refunds
- Ecommerce & Retail02Pre-purchase questions, orders and returnsCommon focusProduct questions, order tracking, returns and refunds
- Legal & Professional Services03Professional intake, callbacks and adminCommon focusProfessional first response for enquiries and intake
- Film & TV04Production, supplier and crew enquiriesCommon focusSupplier, crew and production enquiry handling
- Beauty & Wellness05Bookings, WhatsApp and social DMsCommon focusBookings, rescheduling, waitlists and product questions
- SMEs06Start small and scale as you growCommon focusStart with one channel from £295 + VAT per month
The details adapt to your operation.
Channels, approved guidance and escalation are agreed around your team and customers.
Client stories
What clients have said
These comments describe specific pieces of work. They are not a company-wide scorecard.
Featured client story
“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.
A clear way to get started
We discover. We connect. We deliver. We improve.
Start with what you need today. Add more as your requirements grow.
How we work
A practical path from first conversation to better service.
- 01
Discover
Understand your customers, channels, approved information and the work creating pressure today.
Stage 1 of 4
- 02
Connect
Agree cover, knowledge, systems and when decisions should come back to your team.
Stage 2 of 4
- 03
Deliver
UK-based advisors manage the agreed conversations and next steps in your name.
Stage 3 of 4
- 04
Improve
Review service quality and contact reasons to find practical improvements.
Stage 4 of 4
Start small. Scale when you need us.
Begin with one clear requirement. Add services as your needs change.
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
A name, email and a rough idea of what you need is enough to start. You can add more details if they are useful.