LivePerson > Case Studies > eUKhost increases online sales and improves customer satisfaction with online engagement

eUKhost increases online sales and improves customer satisfaction with online engagement

Customer Company Size

Large Corporate

Region

Europe

Country

United Kingdom

Product

eNlight cloud computing solutions
Reseller hosting
Dedicated servers
Build a Website
LivePerson’s Live Chat solution

Tech Stack

Cloud Computing
Web Hosting
Live Chat

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Revenue Growth

Technology Category

Infrastructure as a Service (IaaS) - Cloud Computing
Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

Cloud Planning, Design & Implementation Services
Software Design & Engineering Services

About The Customer

eUKhost is a leading web hosting solutions provider that was launched in 2001. It was among the first companies in Europe to offer fully automated web hosting solutions. The company now serves some 35,000 global customers, with over 150,000 domains, including notable clients like Honeywell and the United Nations. eUKhost provides uninterrupted sales and support services to its customers 24 hours a day, 7 days a week. The suite of services offered by eUKhost includes eNlight cloud computing solutions, reseller hosting, dedicated servers, and a 'Build a Website' service for those lacking the technical expertise.

The Challenge

eUKhost, a leading web hosting solutions provider, was facing a challenge of managing a large and continually growing client base. The volume of incoming calls and emails was increasing steadily, with the website averaging over 85,000 unique visitors each month. This led to a need for improving customer satisfaction by speeding up response times. Additionally, there was an opportunity to improve conversion rates by guiding visitors along the ordering process.

The Solution

eUKhost partnered with LivePerson in 2007 to develop a Live Chat solution for their website. The primary goal was to increase customer satisfaction levels by offering customers with queries immediate access to a member of the eUKhost support team. The secondary goal was to encourage sales by assisting the ordering process, helping customers select a web hosting plan that best suited their needs. eUKhost deployed LivePerson’s Live Chat solution on all its web pages across all of its brands. The Live Chat solution offers customers one-to-one sessions with their dedicated sales or support team agent, during which they can explain their issue in detail and enjoy an instant response.

Operational Impact

eUKhost has seen a significant uplift in sales since implementing LivePerson’s solution.
The company has also seen improved conversion rates.
Customer satisfaction scores have been excellent, with prospective and existing customers reporting that they find Live Chat very beneficial.
The volume of calls processed by eUKhost’s telephone and email systems has decreased by over 35% since Live Chat was deployed.

Quantitative Benefit

15% uplift in sales since implementing LivePerson’s solution.
Conversion rate increased from 50-60% to 80-90%.
Over 35% decrease in the volume of calls processed by eUKhost’s telephone and email systems.