Food & Drink
Food and drink businesses deal with customer expectations that rise quickly when something goes wrong.
An order is late. An item is missing. A delivery arrives damaged. A customer needs allergen information. A substitution is not what they expected.
Those conversations often arrive when your kitchen, warehouse or delivery operation is already under pressure.
Live Chat Factory can take the customer contact that sits around orders, deliveries and refunds — using the information and authority you agree — so your team can stay on the operation.
Start with the pressure point causing the most problems. Scale when you need us.
Customer contact in this sector is rarely evenly spaced. Volume spikes around launches, promotions, weekends, delivery disruption and seasonal demand.
Typical pressures include:
Advisors communicate allergen and product information you have approved. They do not give independent allergen, nutritional or dietary advice.
We become an extra pair of hands for the customer conversations that create the most noise — while escalating anything that needs your judgement or specialist input.
You stay in control of policy, systems access and escalation. We take the volume off your internal team.
In practice
Support is designed around practical journeys — not unagreed system access or independent food advice.
Contact received. Order information is checked under the agreed process. An authorised refund or replacement is followed where that authority exists. The customer is updated. Recurring fulfilment issues are recorded for reporting.
Enquiry received. Available delivery or courier information is checked. The customer gets an update. Courier or warehouse issues that need internal action are escalated.
We share only the allergen and ingredient information you have approved. If the question needs specialist judgement beyond that material, it follows your escalation route. Advisors do not give independent allergen, nutritional or dietary advice.
Food and drink demand is rarely consistent. You may need more support for a launch, promotion, seasonal spike, weekend trading or temporary delivery disruption.
We can build coverage around the requirement — overflow, additional channel capacity, or agreed evening and weekend cover — without forcing a permanent structure sized for your busiest day.
Coverage is agreed with you. We do not promise blanket 24/7 support.
Start with the pressure point causing the most problems, then add cover if trading grows.
The services most relevant to the customer problems in this sector.
Handle order, delivery and product enquiries across live chat, email, phone, WhatsApp and social — including evening and weekend cover where agreed.
Process agreed refunds, replacements, missing-item cases and delivery follow-ups without every issue landing with your operations team.
Spot recurring delivery problems, common complaints and the contact reasons that keep returning during peak periods.
Reduce friction in ordering, delivery communication and post-purchase support so fewer customers need to chase.
Product questions, order tracking, returns and refunds
Professional first response for enquiries and intake
Supplier, crew and production enquiry handling
Bookings, rescheduling, waitlists and product questions
Start with one channel from £295 + VAT per month