Customer service

Our customer service programme is here to craft conversations with the people that matter most – your customers. We bring best practice across reactive and proactive customer support, backed by live chat experts. Great customer service is about the whole experience.

Find out how you nail one element of that experience.

Ok just isn't good enough

The first rule of business: be there when your customers need you, where they need you. Ready to interact how they want to interact. You need to make it easy for your customers to get support, so you can be there to help when they need it, not when it suits you.

Changing the game

I want it all, I want it now. You know that expectations from your customers are rising. That means more channels. And that means those channels rocking. We’re here to provide you with a team of experts in chat and email support so you have one less thing to worry about.

Customer service can be a brand builder. We’re here to help you build it.

The Chat Shop provide us with excellent customer service. They’ve taken the time to fully understand our brand values and their technical knowledge of our product is invaluable.

Alexandra Fox, Commercial Development Manager, Curzon Home Cinema

How do we do it?

By finding the areas that cause your customers to curse, we can craft a preemptive support strategy. We combine this with instant support just a click away. No more hold music!

As each interaction is a live conversation, we can work with customers to ensure they’re fully satisfied. Real customer feedback from these conversations informs your future decisions. Customer service that gives back to your customers and to you.

Your onsite support team

Outsourcing can be a scary decision. How can we care as much as you? Thing is, with us, you’re working with an entire team that care. A lot.

Our live chat expert team work with you, to provide quality interactions. They value the customer and deliver a truly personal service experience every time. Each of them are backed by comprehensive training and custom troubleshooting to get your customers the support they need.

Quality assurance processes are fanatical. It’s how we maintain a 2 hour email response time, 27 second chat response time and a 99% customer satisfaction rating. We’ve said no to ok.

Typical programme

Customer service

A strategic programme designed only to do one thing. Identify and execute an approach that builds an outstanding digital support experience.


Getting chat and email setup as channels is one part. As we’re representing you, we need to have a deep understanding of your customers’ needs. We create custom support processes, from troubleshooting to an in depth knowledge base.

Live chat outsourcing for support

Our live chat experts are the kind of people you’d employ. Highly trained and rigorously tested, we make sure that it’s easy to trust us with your customers.


Data is our friend so each week we check in. Our optimisation programme means we see what’s working and what’s not, so we grow and improve with you.


Or higher fix for first issue contact

Response time – the fastest globally using LiveChat

Customer satisfaction rating – the highest in the industry