Web chat outsourcing • Always-on customer support

Turn website traffic into conversations—when it matters most

High Street CX provides trained live chat agents who respond fast, qualify leads, and support customers with a friendly, on-brand tone—backed by onboarding, QA, and clear reporting. We provide business hour coverage by default, with extended hours available by arrangement. Ideal for ecommerce, SaaS, and service-based businesses.

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Under 30s

Typical first response during staffed hours

Flexible coverage

Business hours and extended support

On-brand

Tone & scripts

Insights

Weekly reporting

Live chat playbook

A clean, customer-first approach.

Greet and guide

Warm welcome + quick intent capture.

Qualify

Ask the right questions, reduce drop-offs.

Resolve

Helpful answers and smooth handoffs.

Convert

Book calls, create tickets, capture leads.

Web chat that feels like your in-house team.

We blend process, training, and quality control so your customers get consistent support and your team gets dependable outcomes.

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Onboarding & scripts

Tone of voice, FAQs, escalation rules, and playbooks.

Lead capture

Qualify prospects and pass clean data to your CRM.

QA & coaching

Conversation reviews, coaching loops, and improvements.

Reporting

Weekly insights: volume, response times, outcomes.

Frequently Asked Questions

Quick answers to common questions about coverage, onboarding, and how we work.

We specialise in Tier 1 web chat support, including customer enquiries, lead qualification, and basic support requests. We handle common conversations and escalate more complex issues to your internal team.

Yes. Our agents are UK-based and trained to communicate clearly, professionally, and in line with your brand tone.

We provide business-hours coverage by default. Extended or out-of-hours support can be explored by arrangement, depending on the pilot and demand.

We use a per-agent, per-hour pricing model, which keeps costs transparent and flexible. Most clients start with a short pilot before scaling.

Most pilots can be launched within 1–2 weeks, depending on scope, access to tools, and playbook setup.

Agents complete structured onboarding, including brand and tone-of-voice guidance, chat playbooks and scenarios, quality standards, and escalation rules. Training is tailored to each client before launch.

We work with most major web chat platforms used for ecommerce and SaaS support. Specific platforms are confirmed during onboarding.

We run active quality assurance and coaching, reviewing conversations regularly and sharing insights through reporting. Quality standards are agreed at the start of each engagement.

Yes. Our model is designed to scale in line with demand, allowing you to adjust agent numbers or coverage as your needs change.

No. We recommend starting with a pilot, and there is no obligation to continue if it’s not the right fit.

Simply get in touch to discuss your needs. We’ll recommend a simple pilot setup and talk through next steps.

Ready to improve conversions and customer satisfaction?

Tell us a bit about your website, your hours, and what you want chat to achieve. We’ll recommend coverage and a simple rollout.