# AI customer support for businesses in the UK

> AI customer support for UK businesses: answers on your website, WhatsApp and Telegram, looks up orders, opens cases for returns and complaints, and hands off to your team.

Canonical: https://heykiko.io/ai-customer-support/uk
Last updated: 2026-11-07

Kiko answers your customers on your website chat, WhatsApp and Telegram straight away, including evenings and weekends. It looks up orders, opens a case for a return or a complaint, and hands the chat to your team when a person is needed.

## How Kiko handles support

- **Answers the questions that fill your inbox**: Delivery, returns, opening hours, prices and how things work, from your own website and documents, with the page each answer came from.
- **Looks up the order**: Connect your order database and Kiko tells the customer where their parcel is, read-only.
- **Opens a case for returns and complaints**: Kiko collects the order number, the reason and photos, gives the customer a reference, and your team approves the reply before it's sent.
- **Hands off to a person**: When the customer asks for someone, or your knowledge doesn't cover it, the chat goes to your shared inbox with the whole conversation.
- **Keeps the evening queue down**: Messages that arrive after you close get an answer; only the ones that need a person wait under “Needs you” for the morning.

## A sample conversation: A return started on the website, finished by the team

A customer asks about returning a lamp. Kiko checks the order, opens a return case with a photo, and the team approves it.

- **Customer**: My lamp arrived with a cracked shade. Order FF-10482
- **Kiko**: I'm sorry it arrived damaged. Order FF-10482 was delivered yesterday, so it's within our 30-day returns. Could you send a photo of the crack?
- **Customer**: Here you go
- **Kiko**: Thanks. I've opened return RT-2207 for you; the team will confirm your replacement by tomorrow.
- **Team**: Hi, Tom here. Replacement shade is on its way, no need to send the old one back.

Fern & Fold, Bristol is a sample business; the names and prices are made up.

## Support for customers in the UK

UK customers expect a clear answer and a straightforward return, and they increasingly message rather than ring. Kiko answers every message and leaves your team the ones that need judgement.

- **Message, don't phone**: Customers who would have rung your landline can message on your website or WhatsApp and get an answer while they're still on the page.
- **Returns without the back-and-forth**: Kiko gathers the order number, the reason and a photo in one go, so your team decides in a single read.
- **Peak weeks, same team**: Black Friday, Christmas and the January sales bring more questions; Kiko takes the repeat ones so the team isn't buried.
- **Your tone, your spelling**: Kiko answers from your own pages, in the voice you set, so replies read like your business wrote them.

## Questions about AI support in the UK

### Can AI handle customer support for a UK business?

Yes. Kiko answers on your website chat, WhatsApp and Telegram from your own content, opens cases for returns and complaints, and hands the chat to your team when a person is needed.

### Can it deal with returns?

Kiko collects the order number, the reason and photos, and opens a case your team approves. It doesn't refund money itself; your team decides and Kiko keeps the customer updated.

### What happens when the AI can't answer?

Kiko says it doesn't know rather than guessing, and with hand-off on, it passes the chat to your team with the whole conversation.

### Does it work outside office hours?

Kiko answers around the clock. Chats that need a person after hours get your closed message and wait for your team.

### How much does AI customer support cost in the UK?

HeyKiko plans start at $29 a month after a 14-day free trial with no card. Website chat costs nothing extra; WhatsApp replies are free for the first 1,000 a month per number.

## Related

- [HeyKiko in the UK](https://heykiko.io/ai-agent/uk)
- [Sales and leads in the UK](https://heykiko.io/ai-sales-agent/uk)
- [WhatsApp pricing in the UK](https://heykiko.io/whatsapp-api-pricing/uk)