We work with you to produce a detailed set of criteria that contains answers to a wide range of questions related to your business which builds rapport and encourages engagement.
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We’ve helped thousands of businesses with their live chat outsourcing.
"Just wow! What a service."
Gio Soffietto, Instructor
Top-Notch Tech & Humans
Our managed live chat & Facebook customer service outsourcing service gives you a team of highly-trained, agents who get to know your business. They can answer your frequently asked questions in real-time and provide first-class customer service.
Your dedicated team are ready to:
- Give your customers a fantastic impression of your brand
- Nurture and qualify leads for your sales team
- Provide full live chat support
- Provide fully managed Facebook customer service support
- Build trust and rapport
- Answer questions
We love to Chat
Here at Pocket Receptionist, our agents pride themselves on being customer experience experts and they help to drive significant growth for thousands of businesses across the UK.
We use intelligent, fully managed, and real-time live chat agents. No robots, just real people working to a very high standard to help your customers. Being highly-trained humans, they add empathy and understanding asking just the right questions to generate high-quality leads, boost sales and provide exceptional online service.
Working in tandem with our 5-star rated telephone answering service, our live chat support agents create an all-encompassing omnichannel approach to your business’s communication with a focus on helping your business succeed.
Managed Live Chat is the fastest and most effective method of engaging with customers while seeing immediate results in sales and service levels.
Get in touch with one of our live chat support agents today to discover how we can help drive significant growth for your business.
Fully managed social media customer service for Facebook
Social media is now one of the main channels for customer communication and expectations have changed.
More than half of all customers expect to get an answer within an hour and are likely to use a competitor if they do not get a response on your social media pages.
Speed and efficiency is an important factor and answering your customer inquiries quickly is seen as a great social customer service experience and in turn they will:
- Buy more from you
- Grow in brand loyalty
- Share their experience
Customers tend to use social media customer service channels before or after office hours, or during the weekend and many companies now struggle to answer customers within an acceptable timeframe via these social channels.
At Pocket Receptionist, we’re able to support all your Facebook customer service messages. This allows you to down-scale your customer service team whilst simultaneously covering outside of your usual office hours, delivering better customer service at a much lower cost.
We’ll ensure that your customers receive an answer in a timely manner, helping to improve your overall customer experience and freeing up your team to focus on more strategic work.
Our team of experienced UK based, in-office agents can provide technical support, sales support, lead generation and responses to your most frequently asked questions.
We love customer service and we’ll take the time to understand the industry you operate in, learn your business as well as your company’s personality.
So let us handle your customer support so you can concentrate on what you’re great at.
Stay in tune with technology.
Add Live Chat to your website or integrate us with your Facebook business.
Move your business forward, increase your sales and don’t miss precious
opportunities with our Live Chat services. Don’t lag behind thousands of UK
small businesses who have already outsourced their Live Chats and social customer service.
No credit card required • Get started in seconds
How it works
There is no lengthy set-up process or costly investment in our managed live chat software.
Within hours, your website visitors can be ready to chat with our dedicated agents.
Our ‘Onboarding team’ get to work building and testing your account to ensure your website or social visitors get the very best customer journey.
We will send you any code that you may need to add to your website along with full instructions for integration. This process should only take a few minutes.
Once live, we will assign you a dedicated account manager, who will manage the live chat service team assigned to your business. They will be in contact with you with any feedback or guidance on how to optimise the service and get the most out of your chats.
Got a question about Live Chat or Facebook integration? See below for some of our FAQs...
Am I tied into a long-term contract?
No – Our live chat and Facebook outsourcing service only operates a three-month minimum term contract and then we require only one month’s notice from the date of your next invoice to close your account.
What are your hours of operation?
Our hours of operation are 07:00 to 23:00 Monday to Friday & 09:00 to 17:00 Saturday & Sunday. Out of hours, we turn the chat button into a ‘Leave a message’ form.
Do you offer a Free trial?
Experience our full-featured service for a week, with our 7-day free trial, and see how so many UK company’s trust Pocket Receptionist.
How do I add Live Chat to my website?
All you need to do is add a small piece of code to your website to invoke the live chat software. It is that simple. We can provide guides for most types of websites and can even liaise directly with your technical representative to assist you in deploying the chat software.
How do I integrate your team with my Facebook business account?
Just open our dedicated Facebook integration page, sign in to your Facebook Account and select all the pages you want our team to assist with. Once you’ve accepted the permissions, our team can get work responding to questions and assisting new sales for you. We have a technical team who can walk you through the process if you need any assistance.
How do you get to know my business?
We run through a simple onboarding to cover the basics of your business and a dozen or so of your most frequently asked questions. This is enough to get started. As new questions and feedback arise, we refine and update the service with you to ensure your customers get the best experience.
What details will be sent over to me?
We will send you the full chat transcript including details on how to get back in touch with the visitor on every chat. We also categorise chats so you can easily identify a support request from a sales chat.
How do you know who to send our Live chat transcripts to?
We can monitor the types of chats that are coming in and each of these chats can be sent to the right person or department in your company.
Can I customise my chat window?
Yes, you can match your chat window to your site using your logo and website colours. You can log in an change this at any time using your online portal.
Why Use Managed Live Chat
or Live Chat Outsourcing?
The growing popularity of live chat and managed live chat outsourcing
is fast becoming the accepted communication method
for online interactions.
The way people communicate is to change further with an increase in more efficient messaging apps and social media networks. Live chat outsourcing among small businesses will grow past 5 million by 2022 and live chat adoption by SMEs is set to grow by 87% in the next two years.
We can capture and engage with your website visitors proactively and with the right message, keeping them on your site long enough to convince them that you are the company for them. Live chat is proven to increase online purchases by 35% and increase website conversions by 49%. These benefits are purely down to being able to present a human element to your visitor at just the right moment. You need to see your website as not just an online presence, it is also your shopfront. If your website is unmanned, then your shop has no staff!
If you do not have live chat, then you need it. If you do have it and it’s offline, then you need to consider managed Live chat, otherwise, a good portion of that money spent on advertising, marketing and social media is wasted. With more than 30% of customers expecting to see live chat or managed live chat on a website. Having the highest satisfaction levels of any customer service channel at 73%, you should make this a priority.
Do not get trapped into thinking this is only about only using managed live chat to answer the questions about delivery times and shipping costs. It’s about the trust that this small square box on the bottom corner of your web page instils in your website visitors. Live chat initially shows that you care about your customers and showing them that there is a human presence available at all times gives the consumer a feeling that you are real and serious about the service you offer.
Apart from trust, the other benefit is lead-generation. We reduce the website visitors leaving your website by proactively engaging with your visitors. Once in place, remember to review the feedback regularly. Read the transcripts and use this to drive changes to your business and website. This feedback is an invaluable insight.
Treat your customers with a new way of communicating with you and you might just find that it benefits your business in more ways than one.
Get in touch with our managed live chat service team today.