The LiveChat Factory Podcast

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In this episode of the Live Chat Factory podcast, Karen sits down with Georgia — a sharp, straight-talking 28-year-old with a background in hospitality, retail, and customer experience. Georgia knows what makes a customer feel seen, what instantly puts her off a brand, and why Gen Z and Millennials expect more from every purchase.

From impulse buys and online scams to emotional intelligence in customer service, Georgia gives us a refreshingly honest look at how people in their 20s shop, scroll, and spend.

We talk:

• The rise of resale, vintage, and value-based buying
• Delivery fees, dark UX, and instant turn-offs
• Loyalty, live chat, and how to actually listen to customers
• Why emotional intelligence is a non-negotiable
• What Georgia would do if she ran a customer service team for a day

If your business serves anyone under 35, this is essential listening. Georgia is warm, wise, and wonderfully honest — a reminder that good service isn’t complicated. It’s just human.

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

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Teenagers are shaping the future of retail - faster, louder, and more opinionated than ever before.

In this episode, Karen chats with Maisie (16), who gives us a brilliantly honest glimpse into how teenagers shop in 2025. From impulse buys and TikTok trends to delivery expectations and bad website design, this conversation is packed with insight for any brand that wants to actually understand how younger generations buy, judge, and share.

We talk:

• Why Shein wins on price but loses on trust
• What makes a brand feel “cool”
• Why bad customer service stops future sales
• Where Gen Z really shares brand feedback (hint: it’s not TikTok)
• And what Maisie would do if she ran her own brand for 24 hours

If you work in e-commerce, marketing, or customer experience — or just want to futureproof your business - this is the episode you didn’t know you needed.

Maisie is the daughter of one of the amazing team members at Live Chat Factory, and this is her podcast debut. She’s an absolute star.

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

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In this episode, Karen sits down with James Sturdy, the creative force behind Yorkshire Handmade Pies and Homemade Pizza Club. From touring as a musician to running one of the UK’s fastest-growing e-commerce food brands, James shares his unexpected journey into entrepreneurship, the challenges of scaling a handmade product, and why customer experience remains front and centre.

They chat about:

• What sparked the move from music to pies
• Building trust with customers online
• Supporting British farmers and local supply chains
• The power of live chat in growing an e-commerce brand
• Balancing tech, logistics and human connection

This is a story about passion, resilience, and never compromising on quality. If you run a product-based business or care about standout service, you’ll love this conversation.

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

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Feeling Overwhelmed? Meet the Business & Lifestyle Assistant Who Can Help! 🎧

Ever feel like there just aren’t enough hours in the day? My latest podcast guest, Abi Cronin, knows exactly how to fix that.

Abi runs Too Busy to Work, a business and lifestyle assistant service that helps overwhelmed professionals take back control of their time. Whether it's diary management, email organisation, event planning, or even booking appointments, Abi’s expertise keeps businesses running smoothly.

In this episode, we chat about:
 ✅ Why delegation isn’t a failure – it’s a strategy
 ✅ The tasks professionals most often offload
 ✅ How outsourcing gives you more time for the things that matter

Her biggest piece of advice? Don’t wait until you’re drowning in to-dos. Get support before burnout hits!

Listen now to hear how a little help can make a huge difference.

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

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Recruitment is shifting fast, and digital marketing roles are feeling the impact. In my latest LiveChat Factory Podcast, I sat down with Ian Benjamin from Digital Execs to talk about:

🔥 The highs and lows of digital recruitment over the past decade
💡 How AI and data are shaping the hiring landscape
📉 Why candidate communication is still a major challenge in recruitment
🌍 The importance of diversity, equity, and inclusion in hiring

One of the biggest takeaways? Customer service in recruitment matters. Candidates left in the dark will move on. Companies with slow response times lose top talent. Whether it's AI, data, or marketing—hiring the right people starts with treating candidates like customers.

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

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In this festive episode, Karen Levett chats with Joey Willoughby-Rainsford, a digital content specialist at Ofcom, about the evolution of customer service and the ever-growing need for a human touch in a tech-driven world. From their shared beginnings at Which? to Joey’s innovative role at Ofcom, they dive into how creativity, empathy, and simplicity can transform customer interactions and content creation.

Plus, Joey spills the beans on what it’s like hosting "Traitors" evenings, why building trust online is more crucial than ever, and how to create content that’s as impactful as it is engaging. It's a mix of nostalgia, insights, and a dash of Christmas cheer.

Let’s make your customer experience sparkle this holiday season! ✨

Introduction by the LiveChat Factory Podcast Editor, Mike Roberts of Making Digital Real

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

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In this episode, Karen Levett chats with one of her top advisors, Debbie Whybrow, who shares insights from her years of experience in customer service. 

Debbie discusses her journey, the skills needed for great service—like empathy, patience, and active listening—and how to turn frustrated customers into loyal advocates. 

They also explore the challenges and rewards of working in a customer-focused industry.

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

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In this episode, Karen sits down with Sam Taylor, Marketing Manager at Sturdy Foods.

They discuss the story of Yorkshire Handmade Pies and the Homemade Pizza Club, exploring how LiveChat Factory became an essential partner in delivering top-notch customer service. 

Sam shares insights on the challenges and rewards of outsourcing customer care.

Tune in for a 30 minute chat about pies, pizzas, and perfecting customer service! 🎧🥧🍕

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️

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Welcome to the LiveChat Factory Podcast.

In our trailer episode, we're diving into what you can expect from this exciting new journey. 

I'm Karen, your host, and I'll be sharing insights on upcoming episodes, featuring interviews with clients discussing the ins and outs of outsourced customer service. We'll explore the benefits, challenges, and best practices for incredible customer support techniques and case studies. 

Plus, we'll tackle hot topics such automation, live chat, business WhatsApp and SO MUCH more.

Join us for engaging discussions and practical tips to elevate your customer service game. 

Episode 1 coming VERY soon! 🚀

For more information on what we do, please visit https://www.livechatfactory.live/

The Live Chat Factory Podcast is edited with finesse by Mike Roberts of Making Digital Real 🎙️