Online Chat Support

Live Chat Outsourcing UK | 24/7 Chat Support | Octatec

Q: Do your agents work weekends and bank holidays?

Yes. Coverage is 24/7/365 — evenings, weekends, bank holidays and seasonal peaks included, with no premium surcharge for out-of-hours cover.

Q: Can you handle live chat for a Shopify or Amazon store?

Yes. eCommerce is a core vertical. Agents handle order tracking, returns, stock and delivery queries across Shopify, Amazon and eBay, and can work alongside email and phone support teams on the same contract.

Outsource 24/7 online customer chat support services with Octatec – trusted by UK SMEs in SaaS, fintech, healthcare, eCommerce, and Airbnb. Reliable, scalable, and UK-based customer service solutions.

Every unanswered chat is a customer talking to your competitor instead.

Octatec provides outsourced live chat support for UK businesses — trained agents answering your website and in-app chat 24/7, in your brand voice, to agreed SLAs. We handle pre-sales questions, order and account issues and first-line technical queries for SaaS, fintech, eCommerce and Airbnb clients, so no enquiry goes cold at 2am, on a Sunday, or during your busiest week.

Tailored responses and no generic scripts.

Weekend/holiday season coverage

CSAT driven performance

Flexible support plans that grow with your business

24/7 Support: 07451257736

Book a Free Consultation

Call Sales: 01213921646

Why Outsource Online Customer Chat Support?

Live chat converts – but only when someone answers. Staffing it in-house means
hiring for evenings, weekends and holidays to cover a channel that spikes without warning. Outsourcing gives you full coverage at a fraction of the cost, while your team stays focused on product, sales and strategy.

AI-Assisted

AI agents handle the repetitive questions. Anything requiring judgement, empathy or an exception is escalated to a trained human. Customers get instant answers without hitting the dead end of a chatbot loop.

Workflow Automation

We integrate chat with your CRM, helpdesk and order systems so agents see customer context on the first message – cutting first response time and eliminating the “can you confirm your order number again?” friction.

SLA Commitment

Agreed response and resolution targets written into your contract, not promised loosely. We report against them every week, so performance is a number you can check rather than a feeling.

Full Transparency

Weekly or fortnightly reporting on chat volumes, response times, CSAT scores and recurring issue themes — plus the client feedback loop that turns those
themes into product and process fixes.

Retainer Contracts

Monthly, quarterly or annual plans with agreed SLAs, dedicated agents and priority coverage. The most popular option for steady chat volumes.

Hourly Contracts

Transparent hourly billing with full time logs. Ideal for variable volumes or a low-risk trial before committing.

Pay as You Go

Just-in-time cover for product launches, Black Friday, seasonal peaks or staff absence. Start within days, stop when you're done.

Chatbot, In-House Team, or Outsourced Chat?

How the three ways of covering live chat actually compare.

Comparison of chatbot-only, in-house and Octatec outsourced live chat support
Feature	Chatbot only	In-house team	Octatec live chat Recommended
Coverage	24/7 but limited	Office hours only	24/7/365, real people
Complex queries	Dead ends and loops	Handled well	AI first pass, human escalation
Cost	Low, but costs sales	Salaries + overtime + cover	One monthly fee
Peak spikes	Handles volume, not nuance	Queues build fast	Scale agents on demand
Brand voice	Generic	Strong	Trained on your tone guide
Setup time	Days	6–10 weeks to hire	~2 weeks to go live

Most brands don’t need to choose. The strongest setup is AI answering the repetitive questions instantly, with trained humans owning everything that actually affects revenue or retention.

How It Works — Live in Two Weeks

Our Onboarding Process

We are committed to deliver the best online chat support, ensuring your outstanding growth

Discovery Call

We review your chat volumes, peak hours, current tooling and the questions your customers ask most. Free, 30 minutes.

KB & Tone Guide

We turn your docs, past chats and product info into a searchable knowledge base plus a tone-of-voice guide, so replies sound like your brand, not a call centre.

Train, Integrate & Pilot

Agents are trained and QA-tested on your product, chat is connected to your existing platform, and we run a supervised pilot alongside your team.

Go Live & Optimise

We take the queue and report weekly on CSAT, response times and recurring issues. Then keep tuning macros, coverage and escalation paths as you grow.

WHAT WE HANDLE

What Our Chat Agents Handle

Most brands don’t need to choose. The strongest setup is AI answering the repetitive 60–70% instantly, with trained humans owning everything that actually affects revenue or retention.

Pre-Sales & Conversion

Product, pricing, sizing, stock and delivery questions answered in the moment of intent - turning browsers into buyers instead of bounces. Agents can recommend alternatives, apply your promotions and recover hesitant carts.

Order & Account Support

Order tracking, amendments, returns, refunds, password resets, subscription changes and billing queries - resolved inside the chat window rather than escalated into your inbox.

First-Line Technical Support

Troubleshooting against your knowledge base, guided setup and how-to walkthroughs, with clean escalation to your engineers - or ours - when a ticket needs L2/L3 attention. Handy if you also use Octatec's technical support desk.

Out-of-Hours Lead Capture

Every after-hours visitor greeted, qualified and logged into your CRM with full context, so your sales team opens Monday with a warm pipeline instead of a list of missed opportunities.

Live Chat Outsourcing – Common Questions

Some frequently asked questions about the service that you may have questions about

What is live chat outsourcing?

Live chat outsourcing means hiring a specialist provider to staff and manage your website or in-app chat on your behalf. Trained agents answer customer questions under your brand and to your agreed SLAs, while you keep control of standards, tone and escalation rules - without hiring, training or scheduling a chat team yourself.

How much does outsourced live chat cost in the UK?

Far less than staffing it internally. A single in-house agent covers roughly 40 hours a week; outsourcing covers all 168 for less than one full-time salary. Octatec offers monthly retainers, hourly contracts and pay-as-you-go cover - book a free consultation for a quote based on your actual chat volume.

Do your agents work weekends and bank holidays?

Yes. Coverage is genuinely 24/7/365 — evenings, weekends, bank holidays and seasonal peaks included, with no premium surcharge for out-of-hours cover.

Will outsourced agents sound like our brand?

Yes. Before go-live we build a tone-of-voice guide and knowledge base from your existing docs and past conversations, then train and QA agents against it. No canned scripts, and every reply follows your rules on formality, humour and escalation.

Is live chat better than a chatbot?

They solve different problems. A chatbot answers repetitive questions instantly at near-zero cost but frustrates customers on anything complex. Octatec runs both - AI handles the routine first pass, trained humans take over the moment a query needs judgement, an exception or empathy.

How fast will chats be answered?

Response targets are agreed in your SLA and reported weekly. Across our accounts, first responses average under five minutes, day or night.

Which chat platforms do you work with?

We work inside your existing stack - Intercom, Zendesk, LiveChat, Tidio, Crisp, Freshdesk, HubSpot, Gorgias and most major platforms - so conversation history, tags and handoffs stay in one place. No migration required.

Can you handle live chat for a Shopify or Amazon store?

Yes. eCommerce is one of our core verticals. Agents handle order tracking, returns, stock and delivery queries across Shopify, Amazon and eBay, and can work alongside our email and phone support teams on the same contract.

What happens when a chat is beyond your team's scope?

Every engagement includes an agreed escalation matrix. Anything outside our trained scope is triaged, documented and routed to your named contact - with the customer kept informed rather than left waiting.

How quickly can you take over our chat?

Most clients go live in 1–2 weeks: discovery call, knowledge-base build, agent training and platform integration, then a supervised pilot before full handover.

Is outsourced live chat GDPR compliant?

A: Yes. Octatec operates as a data processor under a signed DPA, follows UK GDPR and the Data Protection Act 2018, applies least-privilege access, and can work entirely inside your own systems so customer data never leaves your environment.

See More And Ask Questions With Us!

Stop Losing Customers to an Empty Chat Window

24 Addington Way
Tividale, Oldbury, B693LZ

Call Support: 0745 125 7736
Call Sale: 0121 392 1646

Octatec – Specialized Customer & Technical Support Services for SaaS Fintech Healthcare AirBnB hosts eCommerce