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.