Depositphotos, a photo agency from Florida, was facing challenges in achieving a perfect customer satisfaction score. The company was struggling with slow response times and limited forms of communication, which were hindering their goal of creating a product that would satisfy all customers. The company realized that some customers were reluctant to use the phone to contact support and needed a faster way of communication. The company was looking for a solution that would improve three aspects of their service that are directly bound to positive customer satisfaction: pre-sales customer support, online sales, and post-sales customer support.

Better Business Bureau (BBB) Boston, an organization that helps consumers make educated decisions about their purchases, was dealing with a lot of inquiries. These inquiries could be about a particular business, the way BBB works, or complaint-related matters. They needed a solution that would allow for fluent communication with consumers. They wanted to provide another way of contact besides phone and email and also improve their customer service.

Plasticprinters.com, a plastic card printing company, was struggling with the high costs of acquiring new clients and maintaining effective communication with them. Traditional forms of communication like phone and email were proving to be slow and cumbersome. The company was spending its days sending emails and leaving voicemails, which was not only time-consuming but also ineffective in reaching a larger number of clients. The shift in customer communication preferences from phone to email, and now from email to chat, was another challenge that the company had to address.

Warby Parker, a transformative lifestyle brand offering designer eyewear at a revolutionary price, is known for providing an incredible experience to each and every one of their customers. This involves everything from providing free shipping and free returns, to offering frame feedback via social media, to providing quick support via its customer service channels. For instance, there is a six-second phone pickup rule that ensures no client has to wait too long for an answer. However, to cater to all clients, Warby Parker decided to try out LiveChat as a form of contacting customers who prefer immediate responses without having to resort to phone or e-mail.

Fox Rent A Car, a growing car rental company based in Los Angeles, was looking for ways to simplify the car rental process and improve customer access to their services. They identified live chat as a potential solution for the car reservation process. The goal was to enhance the customer experience on their website by making assistance readily available. They also hoped that by providing a readily available chat option on their site, they would open a new channel of communication and generate new leads.

The Chat Shop, a UK-based company, provides end-to-end solutions for their customers, helping to create live chat strategies, generate leads, and provide the best possible customer service. They work with customers from all industries, making it crucial to provide the right solution in the shortest time possible. The company needed to understand customers’ needs and expectations of live chat to provide extraordinary service and support. For example, when Vita Student started working with The Chat Shop, they were competing with incumbents in the student property sector. Vita Student’s challenge was to establish their premium brand and achieve full occupancy of residences.

Jerome’s Furniture, one of the largest furniture retailers in Southern California, wanted to improve their customer engagement and experience. With 75% of their customers visiting their website to find new furniture, the company saw the need to reach out to their customers online. They wanted to answer customer queries right at the time they were doing research. The company aimed to see a lift in online conversions in both Ecommerce sales, and non ecommerce conversions like ‘Click to call’ or ‘Click to get Directions’.

Appsvio, a company that creates Jira apps distributed through the Atlassian Marketplace, was facing a challenge with customer communication. Initially, they handled all customer interactions via email, but soon realized they were juggling too many communication channels. In addition to email, they were using Jira Service Management and Hubspot’s live chat. However, the latter was not meeting their needs as they couldn’t track their chats in Jira Service Management. This lack of integration and tracking was causing inefficiencies and making it difficult for them to provide the level of customer support they aimed for. The challenge was to find a solution that would streamline their customer communication, make it more effective, and allow for real-time interaction.

GreenState Credit Union, Iowa’s largest credit union, operates on a lean model, relying on strong talent and highly efficient processes. The credit union aims to return the savings from their efficiency to their members in the form of better rates and lower fees. However, they faced a challenge in maintaining this efficiency, particularly in their communication with members. Traditional phone communication was not efficient as it allowed one employee to speak with one member at a time. GreenState needed a solution that would allow their employees to interact with multiple members concurrently, thereby increasing their efficiency. They also needed a solution that would integrate well with their platform, provide an excellent user experience, and come with robust reporting tools for tracking their efficiency gains.

Pioneer Millworks, a company with over 30 years of experience in crafting flooring, paneling, siding, and decking, was facing a challenge with their existing chat system. The basic chat system they were using offered limited functionality and did not integrate with their CRM, making it difficult to link customer queries to projects and assist customers in finding products or ordering samples on their website. The company was in need of a more robust system that could seamlessly integrate with their CRM and provide a more efficient and effective customer service experience. They were also looking for a solution that would not break their budget and would offer room for growth.

Sensorem, a Stockholm-based tech start-up, was facing a significant challenge with their previous live chat provider. The company, which develops safety alarms for seniors, was losing potential sales opportunities due to the lack of immediate response to customer inquiries. When their team was offline, visitors would leave the site within minutes, and the agents were unable to reconnect with them. This was causing a significant loss in potential revenue. The turning point came when Johan Danielsson, one of Sensorem’s co-founders, had a positive experience with a live chat service while shopping for shoes online. He realized that superior customer support was a key selling point for Sensorem's products and decided to replicate the service he experienced on Sensorem’s website.

Sephora, a leading beauty retailer, faced a significant challenge when they had to close their physical stores in March 2020 due to the pandemic. The company prides itself on providing a unique and professional service tailored to customers’ needs, including detailed interviews and product consulting. The closure of their stores meant they could no longer offer this personalized service. Even before the pandemic, Sephora had been considering implementing LiveChat on their website, but the lockdown in Poland, where they are based, accelerated this decision. The challenge was to replicate the in-store customer experience in a safe, online space, maintaining the same level of customer care and product knowledge.

Logical Position, an online marketing agency, was facing stiff competition in the online marketing scene. The cost of landing a customer on their website was around $30. They were looking for a solution to increase their leads and stand out among their competitors.

Bank of American Fork, a community bank in Utah, was looking for ways to improve its customer service. The bank wanted to provide an additional communication channel for its customers, allowing them to choose how they want to contact the bank. The bank prides itself on offering 'Big City Banking – Small Town Service' to all of its customers, meaning that all of the technology, products, and services found at a 'big' bank are available, while all the exceptional customer service and friendliness you’d find in a small town are also present. The bank noticed a growing trend in modern customer service where potential customers expect to receive instant answers.

Scottevest, a travel apparel company, wanted to provide proactive customer support to its clients. They wanted to put real people in front of the customers who would be able to provide quick answers regarding their merchandise. The company had tried two different solutions before choosing LiveChat. The challenge was to implement a solution that would allow them to provide real-time, proactive support to their customers.

Media Temple, a US-based web hosting and cloud services company, was looking for a more efficient and effective way to handle customer service inquiries. The company was previously using a combination of email and phone calls, but found these methods to be lacking in terms of speed and ease of use. The company wanted a solution that would allow for continuous conversation, while also allowing representatives to pause as needed to check information or resolve a case. They also wanted a solution that was highly customizable and did not depend on an IM protocol.

HomeExchange, a company that allows members to swap houses for travel purposes, was looking for a more efficient way to communicate with their customers. They wanted to move away from traditional phone and email communication and implement a live chat system on their website. The company needed a chat solution that was flexible, easy to set up, and could handle technical inquiries, billing questions, and general inquiries. They also needed a system that could be deployed worldwide and support multiple languages.

Resume Companion, an Internet-based company providing resume creation services, wanted to provide a support system that would replace the timely, traditional email or phone support. They wanted to provide an easy-to-access way to contact their support team, allowing customers to ask any questions they wanted, and receive immediate responses. The company aimed to help customers just at the right time, i.e. whenever a client needs it, without any delay or need to wait for someone to pick up the phone or reply to an email.

Lunarpages, a hosting provider company, was facing the challenge of converting their website traffic into leads and sales. They were investing a significant portion of their resources into various advertising and marketing campaigns to drive traffic to their sites. However, they were not able to effectively utilize this traffic. They wanted to convert a portion of their on-site visitor activity into leads and sales. Another challenge was to address the support needs of their visitors, 24 hours a day, 7 days a week.

Grove City College, a Christian liberal arts college from Pennsylvania, was looking for a way to assist future students with college planning and the application process. They wanted to provide information about the school and help with the application process right on their website. The challenge was to find a solution that would allow them to interact with students in real-time, answer their questions, and provide assistance when needed.

Prijsvergelijken.nl is an online comparison tool that helps users research alternatives for telecom services like television, mobile carriers, and Internet services. The company also provides a way to compare various housing-related services. The challenge was to build trust among its customers and offer real, not sponsored, advice. The company wanted to give the feeling that Prijsvergelijken.nl is not a machine but a website with people. The policy is to provide the fairest possible advice, even if it means not moving, which also produces no revenue.

HostAdvice.com, a global hosting comparison business, was facing a challenge in providing detailed web hosting recommendations to its customers. The web hosting industry is vast and complex, with over 2,500 providers offering similar services. This makes it difficult for customers to make an informed decision. Furthermore, the company found that comparison tables and text were not sufficient in providing the necessary hosting information to potential customers. For more complex questions, customers wanted to interact with someone and explain their concerns.

GetResponse, a multinational online marketing platform, wanted to stand out from the crowd of other email marketing providers and offer best-inline customer service. They wanted to be able to answer the increasing number of customer enquiries while keeping the contact quality high. The challenge was to answer the increasing number of contact requests and provide 24/7 customer service to make their offering even more appealing to customers. They also wanted to improve support availability, the time of response and overall customer satisfaction.

The Pilot Group, a company providing complex e-commerce services, understood the importance of addressing customers’ problems swiftly to provide extraordinary customer service. They needed a solution that would allow them to communicate effectively and deliver exceptional customer experience. The company was looking for a tool that would provide quick solutions to customer queries and improve their overall satisfaction.

Touch Support, a company that helps organizations improve the management and performance of their support department, was looking to enhance its customer service. Despite already having high customer satisfaction, the company wanted to open an additional communication channel for their customers to reach them instantly. They aimed to reduce phone call volume, capture potential leads on their website, and stand out from their competitors who were still using traditional communication methods like telephones and emails.

American Business and Technology University, an online university from the USA, struggled with chaos in communication with students. The students’ administrators were getting lost among emails, tickets, and yahoo chats coming from all directions. To free themselves from the clutter, ABTU started using LiveChat as a centralized chat and ticketing system.

Innovations for Learning, a nonprofit organization that focuses on teaching kids how to read, was using an in-house chat solution built into their application called TutorMate. As more people joined the project, the custom-made chat solution started to slow down the application. Tutors and teachers were chatting with the agents in a shared channel, which made managing issues difficult. The support team was losing sight of the real problems in the ensuing chaos. Their frustration lasted until they brought LiveChat on board. They integrated it with their application and organized faster and easier technical support.

ForSaleByOwner, an Australian company, helps people sell their homes without the involvement of a real estate agent by providing them with proper marketing tools. The company wanted to offer the best service possible to their customers, so they started looking for a tool that would allow customers to reach out to them quickly and on the spot. They wanted a fast, real-time way of talking to their clients. The company purchased two accounts. The first one is for sales and is dedicated to the new customers who might be interested in signing up for one of their advertisement packages. The second LiveChat account is for support and is dedicated to existing customers who already signed up on the website and may need some help with their own accounts.