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Most UK SMEs install the chat widget once, bottom-right, default colours, and never look at it again. That little bubble is the only member of staff who greets every visitor — and it is quietly costing you conversations before a single word is typed. Here are seven fixes, reviewed against the platforms we see most often.
The demo looks great. The invoice can still bite. Here’s a practical read-through of the live-chat contract clauses UK SMEs discover too late — plus the questions to ask before signing in 2026.
Most live-chat demos are forty minutes of features you will never switch on. Here is the shortlist test we would hand a UK sales lead with three platforms on the table and a week to choose — twelve capabilities that pay for themselves, five that quietly inflate the invoice, and a scoring sheet to keep the conversation honest.
A chatbot that answers instantly isn't the same as a conversation. We mystery-shopped 45 UK SME websites running 15 different live-chat platforms and timed how long it took to reach an actual human — including at 8pm on a weekday and on a Sunday.