Live Chat Factory

Customer Support

Live chat that sounds like your business - not a script

Our managed live chat service connects website visitors with experienced UK-based advisors who understand your business and communicate in your brand's tone of voice.

We answer questions, resolve concerns, capture new enquiries and help customers take their next step. Every conversation is supported by the knowledge and technology needed to deliver a fast, accurate and genuinely personal experience.

  • UK-based advisors
  • Human-led conversations
  • Works with your website

Be there at the moment customers need you

When someone visits your website, they may be comparing services, considering a purchase or looking for reassurance. If their question goes unanswered, their next step may be to leave.

Managed Live Chat gives customers immediate access to a real person during your agreed coverage hours. Questions are answered while interest is high, obstacles are removed and valuable opportunities are captured before they disappear.

Conversations that deliver more

Turn interest into action

Help visitors find the information, product, service or person they need while they are still on your website.

  • Capture valuable opportunities

    Gather contact details, qualify new enquiries and agree the next step while the customer is engaged.

  • Protect the customer experience

    Give customers fast, considered answers that reflect your standards and strengthen trust in your brand.

  • Reduce pressure on your team

    Routine questions are handled without constantly interrupting founders, managers or specialist employees.

  • Resolve more at first contact

    Advisors use your approved information and processes to answer fully wherever possible, with clear escalation when your input is needed.

  • See what customers are telling you

    Conversation reporting highlights recurring questions, customer concerns, website friction and opportunities to improve.

What we can handle

  • Product and service questions
  • New enquiry and contact capture
  • Lead qualification
  • Order and delivery enquiries
  • Appointment and callback requests
  • Website navigation support
  • Returns, refunds and agreed customer administration
  • Complaints and sensitive conversations
  • Escalation to the right person
  • Out-of-hours tickets
  • Conversation reporting and customer insight

Support is designed around your business. We agree what our advisors can resolve, what requires authorisation and when an enquiry should be escalated.

How Managed Live Chat works

  1. 01

    We discover

    We learn your business, products, services, customers and people. We also define your tone of voice, common enquiries, operating processes and what a successful conversation should achieve.

  2. 02

    We connect

    We add a small piece of code to your website, or work with your existing live chat platform, and brand the chat widget to feel like a natural part of your website.

  3. 03

    We deliver

    Our UK-based advisors manage conversations during your agreed coverage hours. They use your approved knowledge base and processes to answer questions, capture opportunities and escalate anything requiring specialist input or authority.

  4. 04

    We improve

    We review conversation themes, contact reasons and performance to identify repeated questions, missed opportunities and areas of customer friction. That insight can improve your website, knowledge base and wider customer operation.

Your knowledge. Your voice. Our people.

We work with your existing knowledge base or create one with you, giving our advisors the information and context they need to respond confidently.

Technology helps us find information quickly, maintain consistency and manage workflows efficiently. Our people bring the judgement, empathy and commercial awareness that turn an answer into a valuable customer conversation.

  • 20 seconds

    Initial response target

  • 6%

    Sales uplift within a client programme

  • 78% to 90%

    Customer satisfaction increase with LCF support

  • 6,709

    Annual live chat conversations in one client programme

  • 8%

    Increase in that programme's annual live chat volume

What better live chat can achieve

  • Faster answers

    We target an initial response within 20 seconds, providing fast, personal support exactly when it's needed.

  • More customers taking their next step

    Live chat has contributed to a 6% sales uplift within a client programme.

  • A stronger customer experience

    Customer satisfaction increased from 78% to 90% with LCF support.

  • Fewer missed opportunities

    We engage visitors while they are actively considering a purchase, booking or enquiry.

  • Less pressure on internal teams

    Routine questions are resolved without repeatedly interrupting founders, managers or specialists.

  • Consistent, on-brand conversations

    Advisors work from approved knowledge, processes and tone-of-voice guidance.

  • Actionable customer insight

    Reporting identifies recurring questions, website friction and the reasons customers need help.

  • Support that scales

    One client's annual live chat volume grew to 6,709 conversations, an 8% increase, while maintaining managed coverage.

Related services

Next step

Start with the support you need today

You can begin with live chat for one website, one customer journey or your busiest hours. As your needs grow, we can add email, telephone, social messaging, customer operations, automation and reporting without rebuilding the service from the beginning.