Live chat: supporting you in more ways

The Macular Society is exploring the possibility of introducing a text-based live chat service on our website to meet the growing need for high-quality, evidence-based information and personalised support for people affected by macular disease. The live chat service will make it easier to find instant answers, access help and connect with our team at a time that suits you.

We’d love your feedback as we develop this service.

What is live web chat?

Live chat is an online tool that lets you ask questions on our website and get instant responses. At first, you’ll chat with an AI-powered assistant that uses our expert information resources to answer your questions and direct you to further information on the Macular Society website. If your question is more complex or you need more support, you’ll be connected with a member of our helpline team.

The service will be available 24/7 for basic information, with back-up from staff during helpline hours (Monday-Friday, 9am-5pm).

Why are we considering live chat?

The way people seek information is changing. People are using their phones and other devices more to look up information or get advice at a time that suits them. 

Live chat could potentially:

• Provide immediate support for common questions.
• Direct people to trusted Macular Society resources.
• Make help available day and night, whenever it’s needed.
• Reach more people, especially those who might not call the helpline.

Please be assured that live chat is designed to complement, not replace, our helpline service.

Accessibility and safeguarding

We want this service to be safe and inclusive for everyone. The live chat will:

• Be rigorously tested with screen readers, magnification tools, and use clear, simple language.
• Explore voice options so people can speak to and hear from the live chat assistant.
• Include safeguarding protocols, so if concerning words or phrases are detected, the system will immediately connect the person with a trained human support person.

What this means for the macular disease community

Live web chat will build on the Macular Society’s existing advice and support services. It will give people:

• More choice in how to get the support they need.
• Faster answers to questions, whenever they arise.
• Reassurance that expert help is always available.

Share your thoughts

We’re still exploring this potential service and want to make sure it meets the needs of our community.

Please complete our short survey to share your thoughts and experiences of using live web chat. Your feedback will help shape a service that works for everyone.