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LiveChat helps Touch Support to increase revenue by 30%
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Software Design & Engineering Services
The Challenge
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.
About The Customer
Touch Support is a strategic partner that helps companies benefit from customer experience management. The company designs, builds, manages, scales, and improves highly effective enterprise support delivery. They are focused on the constant improvement of their customer service. The company operates globally with 57 agents working from three offices around the globe and handles over 13,000 chats each month. They provide a number of white-label support services to customers around the globe.
The Solution
Touch Support chose LiveChat as their additional communication channel. They were attracted by the immediate connection it offered to their customers, its unique interface, and ease of use. The software could be used on desktop, website, and mobile phone. The implementation was quick and easy, with the company up and running on the LiveChat platform within a matter of hours. The company also utilized LiveChat's customization features, implementing custom branding in chat windows, selecting their own customer engagement graphics, and adding social media buttons to the chat window. They also used the message sneak-peek feature to quickly address customers' problems and built their own Business Intelligence platform on top of LiveChat's API reports to measure customer satisfaction and provide detailed recommendations on ways to improve the customer experience.
Operational Impact
Quantitative Benefit
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