Help, exactly when they need it (and not 3 days later).
Let’s be honest. We’ve all been in a shop, picked something up, turned to a staff member and gone: “Quick one, does this come in another size?” or “Is this back in stock soon?” And boom. Sorted in seconds.
Online? Most brands leave customers staring at an FAQ page from 2019 and hoping for the best… That’s where Live Chat comes in.
Think of it as your best in-store team member but living on your website, ready to help the second someone wants to chat, rant or simply needs more information before committing to your brand.
Because buying online shouldn’t feel like shouting questions into the void.
We sit right there with your customers in real time. Answering questions. Clearing up doubts. Pointing them to the right product or service. And the less fun stuff, like angry customers or tricky situations. No waiting days for an email reply. No frustrated exits. No abandoned baskets because something small wasn’t clear.
Just proper conversations. Live. (As the name suggests.)
And just like everything we do, it doesn’t sound robotic, scripted, or like a chatbot that makes your customers want to close the tab and never deal with you again, eeek!
We fully learn your brand. Your tone of voice. Your product/service range. Your website inside out.
So when someone asks about sizing, delivery times, stock levels, or what’s best for them, we don’t fumble around. We give helpful, confident, personalised answers that feel like they’re coming straight from your own team.
And yes, every interaction sticks to your brand guidelines. Friendly doesn’t mean chaotic. Helpful doesn’t mean off-brand.
Whether it’s a lunchtime shopper popping in with a quick delivery question or a parcel stuck in limbo with someone absolutely fuming at 9pm, (caps lock fully engaged), our Agents keep your voice consistent, professional, and human; soothing stress, cracking on with solutions, and turning “WHERE IS IT?!” into “ahh amazing, thank you so much!”.
What you get (besides great conversations):
- Real people on Live Chat — no bots pretending to care
- Fast, helpful replies that actually solve things
- On-brand communication across every message
- Personalised recommendations that boost trust (and sales)
- Agents based in our Devon office, powered by coffee and good vibes
And if you’re thinking, “Sounds great… but is it going to cost a fortune?”
A totally fair question.
Just like our other services, Live Chat support is fully flexible and priced around what you actually need — not some one-size-fits-all package that doesn’t make sense for your business.
Because a great customer experience shouldn’t feel complicated.
We run everything through Zendesk (slick, reliable, no fuss), which means most visitors hear back in around 30 seconds. Not minutes. Seconds. And full conversations typically roll along with replies under five minutes. Quick, but never rushed.
You pick the hours that actually make sense for your business; your busy windows, your peak traffic, though we’re available from 8am through to 10pm, every single day of the year. Yes, even Christmas. Someone’s always on.
No endless scripted loops. No, “I didn’t understand that.” Just straight through to a human who knows what they’re doing.
In short?
Faster replies. Happier customers. More sales. Without the bot nonsense.
See Live Chat in action…
We have worked with Kwik Fit, providing Community and Review Management for several years, with 2024 seeing the implementation of a highly successful Live Chat service whereby our team manage a large volume of traffic and enquiries through the Zendesk platform. Our highly-trained team provide real-time customer support and converts website visits into paying customers, whether through bookings or product purchases.
Using a tool such as Zendesk allows the function to include an element of automation with a bot trigger system, which can filter the initial enquiry and information gathering until the guest wants to speak to a human, or go directly to a brand agent. During Q1, both of these options were trialled, with our agents talking directly to customers from the moment they enter the chat.
We have not only seen impressive CSAT scores, great response times and a strong conversion rate, but the team have been an undeniable support to the brand and the ecommerce team. Customer journey issues and feedback are shared promptly with the internal contacts, allowing for quick improvements to the website to better the overall customer experience.
We know that customers expect better service and want a mix of self-service for simple enquiries, as well as a personal connection with a brand. Adding a live chat service to your brand websites would provide another avenue for customer service, allowing you to problem-solve with customers, help them navigate the website, engage with them, and collect feedback, all while helping them convert. All of which can be reported on to showcase ROI.