Case Study: British Film Institute extends support hours and achieves 97% customer satisfaction with LiveChat

British Film Institute extends service hours by outsourcing their LiveChat support

The British Film Institute (BFI) needed to provide real-time, round-the-clock support for its BFI Player video-on-demand service to match customers’ viewing habits outside typical 9–5 hours, while also preserving the organisation’s premium brand experience.

BFI outsourced LiveChat to The Chat Shop, which implemented a branded chat programme and staffed a six-person team (handling chat and email) within two weeks, operating until 3am on weekdays and 1am at weekends. The result: extended service hours, an average first response time of 25 seconds, a 90% first-time fix rate for known issues and a 97% customer satisfaction score.

British Film Institute

Paul Lewis

Service Operations Manager