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Most UK SMEs archive chat transcripts and never read them again. This evergreen guide shows how to mine conversations for pricing confusion, delivery doubt and product gaps, with a simple weekly tagging ritual, transcript examples and GDPR-safe habits.
Seat prices are the smallest line on the invoice and the only one most UK SMEs compare. Here is a proper cost-per-conversation model, with a worked example, a worksheet you can fill in over a coffee, and a hard look at the handoff time nobody budgets for.
Most UK SMEs staff live chat like a support queue, then wonder why it never sells. Here’s how to plan rotas, prompts, handoffs and metrics so a two-person team can make chat feel like a helpful assistant on the shop floor.