About
UK-based customer service outsourcing
Live Chat Factory is a human-led, AI-assisted customer service partner. We cover support, operations and insight — not as a traditional call centre, and not as an AI-only desk.
Start small. Scale when you need us.
Read more on UK customer service outsourcing, UK live chat services, and outsourcing for Hertfordshire businesses.
How the service model works
Human-led. AI-assisted.
Human-led, AI-assisted customer service, operations and insight. People handle judgement. AI helps with speed.
01
Technology for speed
AI, automation and customer service technology help with triage, response speed, workflows and repetitive tasks.
Triage · Workflows · Response speed
02
People for judgement, empathy and relationships
Trained human advisors handle conversations where context, judgement, empathy, persuasion or escalation are important.
Judgement · Empathy · Escalation
03
Insight to improve the business
Customer conversations reveal recurring issues, customer needs, product problems, delivery friction and opportunities to improve the wider business.
Recurring issues · Customer needs · Delivery friction
How we work with you
Start small. Build around your business.
01
Start with one service
Choose the immediate customer service problem you want us to solve. This could be live chat, email, phone support, order queries or another service.
02
Add what you need
Add channels, operational support, sales activity, automation or reporting as your requirements grow.
03
Grow into a fuller customer service operation
We can gradually become an extension of your team across customer support, operations, growth and customer experience.