What Live Chat Ltd does

Live Chat Ltd is a privately held, UK-headquartered (registered in Pakistan) managed customer service outsourcing company that provides 24/7/365 omni-channel support — live chat, email, call center, and multi-tiered technical support — to more than 3,500 direct clients across 12 or more verticals including Automotive, E-Commerce, Legal, Real Estate, Healthcare, Telecom, Web Hosting, Financial Institutes, Education, SaaS, Marketing & Media, and Hospitality. Its underlying platform is built around an integrated multi-channel contact center architecture with follow-the-sun data centers in New York, London, Sydney, and Moscow, and is differentiated by a proprietary closed-loop reporting system that connects sales data with marketing attribution, alongside security infrastructure including GDPR-compliant EU-based data centers, dual password protection, and centralized firewall monitoring. The company monetizes through monthly subscription service fees paid in advance on custom-priced packages, with a 14-day free trial, no publicly disclosed pricing, and go-to-market executed via a sales-led direct demo model supplemented by a reseller and strategic partner channel across the US, Canada, UK, Australia, and the EU. As of the May 2019 milestone period, the company operated with 1,000+ trained resources, had handled 50M+ chats, 35M+ tickets, 24M+ calls, and 49M+ leads for clients, and reported customer satisfaction of 88–90%.

Name

Live Chat Ltd

Legal name

Live Chat Ltd

Website

https://livechatltd.com

Company type

Private

Founded year

2012

Operating status

Operating

Headcount range

501–1,000 employees

Short description

Live Chat Ltd is a UK-headquartered, Pakistan-registered BPO firm delivering 24/7 managed omni-channel customer support — live chat, email, call center, and tiered technical support — to 3,500+ clients across 12 verticals.

Ownership category

akta.pro rank

Headquarters

HQ city

London

HQ country

United Kingdom

HQ region

Europe

Offices6 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Infrastructure, Technology or R&D, Marketing or Sales

Revenue model

1. Managed Live Chat Services: Full-service live chat management including strategy, planning, training, A/B testing, and implementation for client websites. Revenue generated through monthly service fees paid in advance.
2. Call Center Services: 24/7 call center outsourcing with operators providing voice support. Includes inbound sales, technical support, warranty support, and order management. Billed as part of monthly service packages.
3. Email Support Services: Managed email customer support with 15-minute response time targets. Delivered as part of comprehensive customer service packages.
4. Technical Support Services: Multi-tiered technical support (tier 1/2/3 and level 1/2/3) covering product support, IT helpdesk, and warranty claims processing.

Pricing tiers

Go-to-market motion1 record

Distribution channels3 records

Marketing channels8 records

Core offering

Live Chat Ltd is a managed customer support outsourcing company that provides 24/7/365 omni-channel customer engagement services to businesses. Its core offerings are four recurring service lines — Managed Live Chat, Call Center, Email Support, and Technical Support — delivered by trained operators using a proprietary platform with real-time analytics and closed-loop reporting, serving clients in automotive, e-commerce, legal, real estate, healthcare, telecom, web hosting, financial, education, SaaS, marketing/media, and hospitality verticals.

Product overview

Live Chat Ltd offers a comprehensive managed customer service platform comprising four core services: Managed Live Chat, Email Support, Call Center, and Technical Support. These services operate 24/7 across global locations (New York, London, Sydney, Moscow). The Call Center service includes specialized sub-services such as 24/7 Live Answering, Inbound Call Center Services, Order Management Support, and Warranty Support. The company also provides free tools and resources including a Revenue Calculator, Whitepapers, Research Reports, Case Studies, E-books, Webinars, Training, Tool Kits, Chat Software Analysis, and an FAQ section. The company serves 12+ industries including Automotive, E-Commerce, Legal, Real Estate, Healthcare, Telecom, Financial Institutes, Education, SaaS, and Hospitality, with operations spanning over 1000 resources serving 3500+ clients.

Differentiator

Problem solved

Functional benefit

Products and services

• Managed Live Chat Omni-channel managed live chat service for business websites that resolves approximately 8 of 10 cases without follow-up, with personalized greetings, meaningful engagements, and customer-happiness focused operators. Sold to e-commerce and other businesses as a recurring monthly subscription service.
• Call Center 24/7, 365-days-a-year managed call center service delivering inbound and outbound voice support for businesses across multiple industries, including customer service, sales, technical support, and order management, billed as a recurring monthly subscription package.
• Email Support Managed email customer support service with a 15-minute response-time target, providing accurate answers to customer inquiries throughout the customer journey. Sold as a recurring monthly subscription service as part of Live Chat Ltd's omni-channel offering.
• Technical Support Multi-tiered managed technical support offering Tier 1/2/3 and Level 1/2/3 escalation, ensuring customer technical issues are handled by appropriately skilled resources 24/7, sold to SaaS providers, web hosts, telecom, and other technical product businesses as a recurring monthly service.
• 24/7 Live Answering Around-the-clock business answering service ensuring no opportunity is missed, with a dedicated team providing proactive, professional live call answering 24 hours a day as a standalone managed answering service for businesses.
• Inbound Call Center Services Inbound call center service for businesses with customized greetings and scripts, featuring cross-sell, up-sell, surveys, and help desk capabilities designed to maximize returns on marketing campaigns.
• Order Management Support Order-taking and processing service where the team takes customer orders, checks the inventory database, and dispatches instructions, designed for e-commerce businesses to reduce operational costs (cited 40% reduction) by outsourcing order processing.
• Warranty Support Around-the-clock product warranty claims processing and customer support service for manufacturers of internet, telecommunication, and electronic products, providing 24/7 warranty claim handling and customer inquiries.

Quantifiable outcome

• 90% customer satisfaction rate in call center operations
• +6 more outcomes

Named customers1 record

Segments12 records

Ideal customer profiles2 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature4 records

Partnerships

Two partnerships are on record, tiered core.

• Reseller Partners (US, CA, UK, AU, EU)coreChannel Partner/ Reseller/ DistributorReseller partners across United States, Canada, United Kingdom, Australia, and European Union regions who resell Live Chat Ltd's managed customer support services to their client bases.
• Strategic Business Partners (US, CA, UK, AU, EU)coreStrategic or Co-development PartnerStrategic business partners in United States, Canada, United Kingdom, Australia, and European Union regions engaged in co-selling and collaborative service delivery arrangements.

Scale indicators10 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• Helpware: Outsourced customer support, content moderation, and back-office services company with delivery centers in Eastern Europe, Latin America, and the Philippines. Comparable in multi-vertical BPO services and nearshore/offshore delivery model.
• Foundever: Large CX/BPO formed from the merger of Sitel and SYKES, providing omnichannel customer support, technical support, and sales. Comparable service stack and target enterprise client base.
• Concentrix: Global CX and BPO provider delivering customer care, technical support, and sales across digital and voice channels. Directly comparable in service mix, multi-vertical coverage, and follow-the-sun delivery.
• Teleperformance: World's largest customer experience BPO, offering outsourced omnichannel contact center, live chat, email, and technical support across verticals. Direct competitor for the same managed-services customer base and delivery model.
• Arise: On-demand, work-from-home contact center platform providing outsourced live chat, voice, and customer support services. Closely comparable in chat-first managed service offering and SMB-to-enterprise customer mix.
• TTEC Holdings: Customer experience technology and services company with outsourced contact center operations spanning live chat, voice, email, and tech support. Closely aligned in service portfolio and enterprise customer focus.
• Alorica: Privately held global BPO offering customer care, digital CX, and technical support across multiple channels and verticals. Direct competitor in the outsourced omnichannel support category.
• Liveops: On-demand virtual contact center providing outsourced customer support, sales, and tech support via a distributed agent network. Comparable in chat/voice outsourcing model and channel-based delivery.
• ModSquad: Digital CX outsourcing provider covering community management, live chat, social media, and content moderation. Direct peer in chat-led, digital-first customer support outsourcing.
• Majorel: Customer experience BPO serving digital-native and enterprise clients with multilingual contact center, content moderation, and tech support. Comparable in multi-region delivery and vertical breadth.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xx.com/livechatltd
• Facebookfacebook.com/livechatltd
• LinkedInlinkedin.com/company/live-chat-ltd

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Live Chat Ltd