Why Live Chat Fails – And How OpenContact Gets It Right

At OpenContact, we’ve spent years helping UK businesses design customer service solutions that deliver real results. From inbound call handling to outsourced live chat and email support, we see first-hand where many organisations stumble when rolling out live chat.

The truth is simple: adding a chat widget isn’t enough. Without strategy, skilled agents, and the right balance of automation, live chat often creates frustration instead of building loyalty.

Why So Many Live Chat Rollouts Fail

Companies often launch “off-the-shelf” bots hoping to cut costs. Instead, they see customer satisfaction fall and abandonment rise. Chatbots alone rarely deliver the experience customers expect.

That’s why OpenContact has built an augmented live chat solution — combining smart automation with skilled UK-based customer service experts. We deliver conversations that resolve issues, build trust, and keep customers coming back.

What the Industry Says

A recent poll in The Call Centre, Contact Center and CX Community asked:

“Why do so many companies roll out live chat, only for it to be abandoned?”

33% cited no ownership or strategy
26% blamed poor chatbot experiences
25% said no live agent support
16% pointed to low ROI or high cost

With 159 industry professionals voting, the verdict is clear: outsourced live chat without live agents is often destined to fail.

The Limitations of “Bot-Only” Chat

Businesses often treat chat as a quick fix — but chatbot-only models create more problems than they solve:

Constant upkeep required – Bots need regular updates on policies, pricing, and product info. Without it, they give wrong answers and frustrate customers.
Structured FAQs only – Bots handle simple questions (“What are your opening hours?”), but struggle with slang, typos, or complex queries.
Customer frustration – UK surveys show 62% of people say chatbots can’t solve their issues, and 50% complain they just go in circles.
No empathy – Nearly 80% of customers would rather wait for a human than deal with a bot for tricky issues.

As one CX leader noted: “I use chat to bypass the call queue… but now I’m queuing for live chat!”

When the shortcut becomes a delay, the customer simply walks away.

OpenContact’s Difference: Augmented Live Chat

We believe live chat should feel like real customer care. That’s why our model combines automation with outsourced customer service experts.

Real UK-Based Agents – Trained professionals who provide empathy, cultural understanding, and brand consistency.
Augmented Support – AI-powered chatbots route simple FAQs, while humans handle complex needs seamlessly.
Right-Sized Workloads – We staff intelligently so no agent juggles too many chats. Every customer feels heard in real time.
Strategy First – Every rollout is designed around your customer journey, with ownership, KPIs, and ROI tracking built in.

With OpenContact, businesses get outsourced support that feels like an extension of their team.

Why Our Approach Works

When customers know they’ll get quick, empathetic answers — not canned scripts — they use live chat more often. This delivers:

Higher conversion rates – Chat done well is one of the most powerful sales tools.
Lower call volumes – Effective outsourced live chat and email handling help customers self-serve and resolve issues faster.
Stronger retention – Positive chat experiences increase loyalty and lifetime value.

One OpenContact client saw a 33% reduction in cost-per-contact and a sharp rise in satisfaction scores after moving from a bot-heavy setup to our augmented live chat.

The Bottom Line

Customer experience is the only true differentiator in today’s market. Businesses that rely solely on bots miss the opportunity to connect, persuade, and retain their customers.

OpenContact delivers virtual customer service solutions that blend smart automation with skilled people. From outsourced call centres and inbound call handling to outsourced live chat and email support, we help UK organisations create customer journeys that build loyalty, trust, and growth.

Ready to transform your customer experience? Contact OpenContact today.

by Chris Holland on 2nd September 2025