LiveChat Support

One thing that is fundamental and at the heart of the service that we provide is help and support. We appreciate that working within legal practice comes with a variety of compliance issues and difficulties occurring on a day-to-day basis from anti-money laundering, VAT, accounts rules to software and financial management. The list is endless.

We can talk through any issues you have and offer help, support and guidance in a variety of ways. Alternatively, we can try to point you in right direction and suggest other options.

Why and how we do it

We understand that when you need help, you need it as soon as possible. In addition to being able to speak to us on the phone or via email, you can also speak to us via our LiveChat Support facility.

When asked about their preferences for support channels, clients say that they prefer live chat over social media, email, and even phone support. Why? Live chat support is fast, efficient, and convenient.

But the benefits of live chat stretch far beyond just giving you a faster and more convenient way to get in touch with us. In addition to improving the support experience, live chat can boost productivity and help you get to know us better.

How do you use it

Whether you’re using a desktop computer, a tablet or mobile, when visiting any of our webpages, you will be presented with a LiveChat Support widget like below. This will either be central and at the bottom of the current webpage you’re visiting or bottom right of the page.

Click or tap on this widget. At the top of the of the popup, there is an option to leave us an offline message instead of chatting to us live. If you want to instigate a live chat, complete the required fields and then click ‘start chat’. This will put you through to one of our team. If our team are dealing with other queries, you will be placed in queue. If all our team are offline, you can leave us with an offline message. This will create a support ticket for you and we will respond as soon as a team member comes online again.

Zoom and Microsoft Teams Integration

The LiveChat widget is an instant messaging application. You type a message to us and we reply. However, we’ve also integrated Zoom and Microsoft Teams into the widget. This enables us to send a link within the chat widow that will instantly open either Zoom or Teams for a live video chat for those more complexed compliance issues.

Our promise

We are usually able to resolve 99% of queries during the live chat. However, there are times when the occasional curveball is thrown at us and we need a little more time to answer. This is usually when the query is more complexed and more thought is required. When this happens, we will create a support ticket for you and respond in line with the timeframes set out below. You will receive an automated email with your support ticket number.

LiveChat Support Hours

Monday 7am – 7pm

Saturday 10am – 2pm

Org Plan

Org Plus Plan

Reponse Time

Within 1 working day

Same day

Practice notes represent the Association of Legal Compliance & Accounts’ view of good practice in a particular area. They are not intended to be the only standard of good practice that firms can follow.

Any advice or guidance received via the LiveChat Support is not legal advice, and does not necessarily provide a defence to complaints of misconduct or poor service. While we have taken care to ensure that the advice and guidance given is up to date and useful, we will not accept any legal liability in relation to it.

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