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Text > Case Studies > Enhancing Customer Satisfaction and Sales with LiveChat: A Case Study on Sensorem

Enhancing Customer Satisfaction and Sales with LiveChat: A Case Study on Sensorem

Technology Category

Networks & Connectivity - 5G

Applicable Industries

National Security & Defense
Telecommunications

Applicable Functions

Procurement
Sales & Marketing

Use Cases

Leasing Finance Automation
Smart Contracts

Services

Testing & Certification

The Challenge

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.

About The Customer

Sensorem is a tech start-up based in Stockholm that develops safety alarms designed to increase freedom and safety for senior citizens. Their product, which resembles a smartwatch, allows seniors to live safely and independently in their private homes. Sensorem's primary focus is not just on the product they sell, but also on providing superior customer support. They believe that their service makes a real difference for millions of seniors who want to live safely and independently in their private homes. The company operates in the software industry with a focus on sales and support.

The Solution

After researching various live chat providers, Sensorem chose LiveChat due to its superior support quality. The software was installed on their website, and the communication between Sensorem and the LiveChat team was seamless. LiveChat's greeting feature helped Sensorem engage with visitors who were only browsing the website and not making purchases. The company could now answer customer queries in real time or later. Despite not having a dedicated support team, Sensorem managed to handle all incoming chats efficiently with two co-founders and a salesperson. The mobile app feature of LiveChat allowed them to chat with customers anytime, anywhere. LiveChat proved to be more effective than email and phone support, especially during late afternoons and evenings when most purchases were made.

Operational Impact

The implementation of LiveChat on Sensorem's website resulted in a significant improvement in customer engagement and satisfaction. The greeting feature allowed Sensorem to better engage with their target customers, answer their questions in real time, and even trigger targeted messages based on predefined rules. This led to an increase in conversions and sales. The mobile app feature of LiveChat also enabled Sensorem's team to chat with customers on the go, providing a more flexible and efficient customer support system. The presence of LiveChat on Sensorem’s website proved to be a win-win situation for both the customers and the company.

Quantitative Benefit

Sensorem doubled their sales after installing LiveChat.
The company achieved a 4.6 out of 5 rating on TrustPilot, attributed to LiveChat.
Increased customer satisfaction led to an extension in the average contract length.