A brief history of C4A

Today, Click4Assistance is the premier website live chat provider in the UK. But it wasn’t always that way. Like any other technology-focused company, we had humble beginnings.

Click4Assistance got started in 2006 after an Essex-based entrepreneur had the vision to implement live chat on websites. Rather than communicate with companies via forms or call them up, we began with the principle that it was better to text them in real-time.

Later that year, the first version of Click4Assistance's technology was ready and several innovative companies purchased it. The tool made it possible to communicate with website visitors directly, increasing engagement.

The development of the software was only possible because of the experienced people on our team from a range of industries. They had the foresight and the knowledge to develop the kind of chat software technologies that regular internet users would appreciate.

By 2010, it was becoming clear that live chat integration website clients were essential. Interest had grown, and major media outlets and organisations were discussing the benefits that it offered. Users could communicate with companies via a channel they prefer, encouraging them to engage with brands.

During this time, Click4Assistance gained some major clients, many of which still use our software today. Our success began to build and we became better known outside of Essex.

Click4Assistance also began to specialise in specific industry verticals. Our team focused on building relationships and earning business from charities, universities and insurance firms, which now account for more than 40 per cent of our customer base. We invested significantly in upgrading our equipment and improving our server hosting and data security.

In 2013, we began supporting our first apprenticeship schemes. These are opportunities for young people to work towards nationally-recognised qualifications, and gain real business experience with us. Many successful applicants gained full-time roles within Click4Assistance after completion.

By 2014, business was thriving. This year saw the release of a suite of advanced communication software called “The Toolbox,” which included video chat, smart contact and various other software to complement conventional live chat. For the first time, website owners could speak to visitors directly using video.

Live chat got an upgrade, too. Our team began exploring ways to integrate more chat apps, such as Messenger and WhatsApp into the service, allowing agents to communicate with visitors and customers via a single dashboard. Today, we’ve integrated all these services (plus SMS) and continue to work on adding more.

Our partnerships started expanding at this time, too. Eventually, we began working with some of the biggest names in tech, including Google, Capita, Facebook and Microsoft. Firms wanted to use our services because of how flexible and versatile they were (and still are).

Following this expansion, we moved to larger premises. Later, in 2018, we launched “Experiences” which changed the way we delivered live chat. Our latest solutions are fully GDPR-compliant and used by the NHS, police stations and financial institutions.