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eUKhost increases online sales and improves customer satisfaction with online engagement
Technology Category
- Infrastructure as a Service (IaaS) - Cloud Computing
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Telecommunications
Applicable Functions
- Sales & Marketing
Services
- Cloud Planning, Design & Implementation Services
- Software Design & Engineering Services
The Challenge
eUKhost, a leading web hosting solutions provider, was facing a challenge of managing a large and continually growing client base. The volume of incoming calls and emails was increasing steadily, with the website averaging over 85,000 unique visitors each month. This led to a need for improving customer satisfaction by speeding up response times. Additionally, there was an opportunity to improve conversion rates by guiding visitors along the ordering process.
About The Customer
eUKhost is a leading web hosting solutions provider that was launched in 2001. It was among the first companies in Europe to offer fully automated web hosting solutions. The company now serves some 35,000 global customers, with over 150,000 domains, including notable clients like Honeywell and the United Nations. eUKhost provides uninterrupted sales and support services to its customers 24 hours a day, 7 days a week. The suite of services offered by eUKhost includes eNlight cloud computing solutions, reseller hosting, dedicated servers, and a 'Build a Website' service for those lacking the technical expertise.
The Solution
eUKhost partnered with LivePerson in 2007 to develop a Live Chat solution for their website. The primary goal was to increase customer satisfaction levels by offering customers with queries immediate access to a member of the eUKhost support team. The secondary goal was to encourage sales by assisting the ordering process, helping customers select a web hosting plan that best suited their needs. eUKhost deployed LivePerson’s Live Chat solution on all its web pages across all of its brands. The Live Chat solution offers customers one-to-one sessions with their dedicated sales or support team agent, during which they can explain their issue in detail and enjoy an instant response.
Operational Impact
Quantitative Benefit
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