Launching Live Chat for a Leading UK Lender

A leading UK car finance provider approached NextGenCX with a clear challenge: reduce pressure on the voice channel, while improving the digital experience for customers managing their accounts online.

At the time, the contact centre handled around 600 inbound calls per day across a team of approximately 50 agents. Customers often needed quick answers while logged into their online account, but the only real-time support option available was the phone.

The business wanted to introduce live chat but they needed a partner who could help them design the experience properly and ensure a successful launch.


The Challenge

The organisation already had voice and email channels connected to Salesforce CRM, but introducing live chat created several operational and technical challenges, including:

  • Designing customer journeys that encouraged digital adoption without creating additional friction

  • Ensuring agents could handle chat interactions efficiently alongside existing workloads

  • Managing secure access to customer data

  • Solving ID&V (Identification & Verification) requirements within the digital journey

  • Preparing operational teams for a completely new channel

One of the biggest hurdles was enabling authenticated customers to connect directly to an advisor without repeating the lengthy security process.


How We Helped

NextGenCX worked with the operational, technology and customer experience teams to design and launch the live chat service.

This included customer journey mapping, workflow design, testing support and operational readiness planning, with a strong focus on creating a seamless experience for customers already logged into their online account.

By integrating authentication into the digital journey, customers were able to complete ID&V before reaching an advisor.


The Outcome

The live chat channel now handles around 250 customer interactions per day and has helped reduce pressure on the voice channel while improving response times for customers and reducing average handling time (AHT).


Around 78% of customers now complete ID&V before reaching an advisor, saving approximately 90 seconds per interaction.

Based on current interaction volumes, this is estimated to save around 1,268 operational hours per year, equivalent to approximately £32,000 in annual efficiency savings.

The Result

The introduction of live chat gives customers a faster, more convenient way to get support while managing their account online, while also helping the contact centre operate more efficiently.

The project demonstrated how the right combination of customer journey design, operational planning and digital integration can successfully shift demand away from traditional voice channels without compromising customer experience.

At NextGenCX, we believe digital channels should make customer interactions simpler, faster and more human and this project is a great example of that in action.