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Support from start to end nets 10% conversion rate increase

Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
  • Software
Applicable Functions
  • Sales & Marketing
Services
  • System Integration
  • Training
The Challenge
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.
About The Customer
Resume Companion is an Internet-based company that provides resume creation services for job seekers. The company has already served over 8 million job seekers, helping them create improved resumes in their efforts to find a job. The company is based in Kensington, MD, and has a dedicated team of professionals who offer assistance in creating upper-tier resumes. The company has serviced over 650,000 clients and continues to grow. They aim to provide constant support for visitors, creating trust and ensuring that new customers feel taken care of.
The Solution
Resume Companion implemented a live chat-based support system using LiveChat and Zendesk integration. This allowed their support team to help customers in real-time, providing answers to their inquiries within seconds. The implementation involved 6 agents working on the website, providing help for customers. The company also used the feature of getting chat transcripts of previous chats, which helped operators understand what the users want and what kind of feedback they already received. The Zendesk integration allowed them to follow up with customers offline even after their LiveChat sessions had ended, thus providing an extended reach for their customer service team.
Operational Impact
  • Improved customer service response time.
  • Managed to handle over 1500 customers each month.
  • Improved customer satisfaction.
Quantitative Benefit
  • 10% increase in conversion rate.

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