UK-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.
Start small. Scale when you need us.
Flexible customer support from £295 + VAT per month.
We support food, legal, film, beauty and growing SMEs who care about reputation, revenue and relationships.
Your support stack
Choose only the services you need
Start small. Scale when you need us.
From £295 + VAT per month
Your customer contact is your front of house.
We make sure every conversation feels welcomed, understood and looked after — on the channel you start with, and the ones you add later.
Specialised support for your industry
The same core services, applied to the customer problems in your sector.
Food & Drink
- Order status, delivery issues, missing items and refunds
- Allergen and product questions using approved information only
- Peak-time, evening and weekend cover where agreed
Ecommerce & Retail
- Product questions, order tracking, returns and refunds
- Live chat, email, phone, WhatsApp and social DM cover
- Flexible capacity for promotions, launches and seasonal peaks
Legal & Professional Services
- Professional first response for enquiries and intake
- Appointment administration, CRM updates and overflow cover
- Clear boundaries, approved guidance and defined escalation
Film & TV
- Supplier, crew and production enquiry handling
- Message triage, information capture and escalation
- Temporary and agreed out-of-hours support around production peaks
Beauty & Wellness
- Bookings, rescheduling, waitlists and product questions
- Instagram, WhatsApp, live chat, email and phone cover
- On-brand support that helps with rebooking and retention
SMEs
- Start with one channel from £295 + VAT per month
- Take customer service off the founder and operations team
- Add channels, capacity and services as the business grows
A flexible UK customer service partner.
Human-led. AI-assisted. Start small.
We sound like your brand, not a script.
Whether you need the warmth of a beauty brand, the calm of a law firm, or the efficiency of a food business, we adapt to you.
Live chat is one way that shows up. The same approach applies across email, phone and the other channels you add.
Customer service, operations and insight
Choose the support you need. Add more when you need it.
Customer Support
Flexible customer support across the channels your customers already use.
+4 more
Customer Operations
The day-to-day customer administration that keeps your operation running smoothly.
+3 more
Sales & Customer Growth
Turn customer conversations into stronger relationships, more sales and better retention.
+2 more
AI & Automation
Use AI and automation to make customer service faster without removing the human judgement customers need.
+2 more
Customer Insights & Reporting
Understand why customers contact you, where problems repeat and what service data can tell you about the wider business.
+2 more
Customer Experience Improvement
Improve customer journeys, reduce avoidable contact and identify service friction with practical CX reviews.
+2 more
Human-led. AI-assisted.
Human-led, AI-assisted customer service, operations and insight. People handle judgement. AI helps with speed.
Technology for speed
AI, automation and customer service technology help with triage, response speed, workflows and repetitive tasks.
People for judgement, empathy and relationships
Trained human advisors handle conversations where context, judgement, empathy, persuasion or escalation are important.
Insight to improve the business
Customer conversations reveal recurring issues, customer needs, product problems, delivery friction and opportunities to improve the wider business.
Start small. Build around your business.
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.
Add what you need
Add channels, operational support, sales activity, automation or reporting as your requirements grow.
Grow into a fuller customer service operation
We can gradually become an extension of your team across customer support, operations, growth and customer experience.
Live chat is one part of the service
These capabilities sit inside Customer Support, Sales & Customer Growth, and AI & Automation. Start with one, then add more.
Live Chat
Real-time website chat, handled by UK-based advisors. Start here if chat is the pressure point, then add other channels.
How can we help you?
I need information about pricing
Let me help you with that!
Chatbots
AI can handle routine questions, including outside core hours, with a clear path to a human advisor.
Shopping Guide
My Order
Order Status
Lead Generation
Capture and qualify enquiries as part of Sales & Customer Growth. Coverage is agreed with you — it is not unlimited.
New enquiries captured
AI Engage
Use AI-assisted follow-up where it helps, with people involved when the conversation needs judgement.
AI Message
Looking for the perfect product?
Smart Targeting
Explore our sales segment!
Right message, right moment
Simple Integration
We plug into your world quietly, securely and without disruption.
Mailchimp
Salesforce
Stripe
HubSpot
Mailchimp
Salesforce
Stripe
HubSpot
Mailchimp
Salesforce
Stripe
HubSpot
Mailchimp
Salesforce
Stripe
HubSpot
Mailchimp
Salesforce
Stripe
HubSpot
Mailchimp
Salesforce
Stripe
HubSpot
Mailchimp
Salesforce
Stripe
HubSpot
Mailchimp
Salesforce
Stripe
HubSpot
Proof, Not Just Promises
Some of the work we are known for started in live chat. It remains one Customer Support channel — not the whole of Live Chat Factory.
"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
Impact:Turned a new venture into a measurable success.
"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
Impact:Inspired new opportunities for content and engagement.
"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.
Impact:Exceptional experience in outsourced support.
Flexible customer support from £295 + VAT per month.
Start with one service. Add channels, capacity and specialist support as you grow.
Starter Support
£295
+ VAT per month
A genuine service you can start with today — built for SMEs that want proper support without a large, locked-in package.
Your monthly allowance is agreed with us based on the support you need. Starter Support is not unlimited.
- One customer support channel
- An agreed monthly support allowance
- UK-based human advisors
- Basic onboarding
- Basic knowledge base setup
- Defined escalation process
- Simple reporting
Add more as you grow
Start with one service. Add channels, capacity and specialist support as you grow. Nothing is bundled unless you ask for it.
Additional channels
Add email, phone, WhatsApp, social DMs and more.
Customer operations
Order support, refunds, bookings and day-to-day admin.
Sales support
Lead capture, conversion, re-engagement and retention.
AI & automation
Speed and efficiency, with people involved where it matters.
Reporting
Contact reasons, trends and practical management insight.
CX improvement
Journey reviews, service audits and process improvement.
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.