Live Chat

Women’s Aid celebrates one year of Live Chat

99% of users said they would recommend Women’s Aid Live Chat to someone they were worried about

A year ago today the national domestic abuse charity Women’s Aid launched its Live Chat digital service to support survivors of domestic abuse.  

With almost the whole of the nation now online, the online Live Chat service lets survivors – who feel safer typing rather than talking – get the confidential, expert support they need.  

Fully-trained female support workers give survivors the space to explore their situation, and provide information and support 

Women’s Aid worked closely with its tech partner, Cx Partners, to thoroughly understand the needs of survivors before developing and launching the product. 

The national charity is grateful to its Live Chat funders, donors and supporters for their generous donations. 

Live Chat Service User

Survivors have told Women’s Aid about their experienced of Live Chat  

“The support worker I chatted to was brilliant, not only did she give me useful advice and contacts to use, but she made me feel (for the first time since it all started) that I wasn’t to blame and that I was valid in being upset and feeling hurt, which has helped me enormously.” 

“So informative, supportive and genuinely concerned for me rather than just a robotic script. Made me feel safe.” 

“Live Chat meant I could chat on my phone quietly rather than being on the phone which is exactly what I needed.” 

Live Chat service user

Women’s Aid data shows

  • 99% of users said they would recommend Women’s Aid Live Chat to someone they were worried about 
  • Women’s Aid Live Chat support staff had conversations with over 2,600 women in need from 31 October 2019 to 30 October 2020. Demand still exceeded the charity’s resources, with over 22,000 people in total requesting to start a chat. 
  • Over 110,000 people have visited the Live Chat page. 

Nicki Norman OBE, Women’s Aid acting chief executive, said  

“As a survivor-led organisation, we are proud that Live Chat has been developed by listening to survivors. They have told us how reaching out to get help can be hard and making a telephone call is not always safe or easy. Thanks to Live Chat, survivors can now safely access expert and non-judgmental support with a digital click. This has increased our accessibility to survivors. During lockdown, there was a 41% increase in users visiting the Live Chat site, and, thanks to generous donations we were able to expand the service so that women trapped at home with the abuser could safely and discreetly ask for help without making a phone call which could be overheard. However, now, on the first anniversary of our Live Chat service, figures show that demand again exceeds our capacity to respond.  Clearly there is a huge need to increase this life-saving service and we call for sustainable funding to enable us to answer every request from survivors for their support and safety.”

© 2020 Women's Aid Federation of England – Women’s Aid is a company limited by guarantee registered in England No: 3171880.

Women’s Aid is a registered charity in England No. 1054154

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