Depositphotos aiming for 100% customer satisfaction score
Region
- America
Country
- United States
Product
- LiveChat
Tech Stack
- LiveChat
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- E-Commerce
Applicable Functions
- Sales & Marketing
Services
- System Integration
About The Customer
Depositphotos is a professional photo agency based in Florida. Since its founding in 2009, the company has been constantly expanding its photo and vector graphics base. The company offers high-quality materials for both domestic and international clients. Depositphotos serves a wide range of customers who need good-looking photos for press releases or business articles on their sites. The company's customers often need their problems to be solved and their questions to be responded to as soon as possible.
The Challenge
Depositphotos, a photo agency from Florida, was facing challenges in achieving a perfect customer satisfaction score. The company was struggling with slow response times and limited forms of communication, which were hindering their goal of creating a product that would satisfy all customers. The company realized that some customers were reluctant to use the phone to contact support and needed a faster way of communication. The company was looking for a solution that would improve three aspects of their service that are directly bound to positive customer satisfaction: pre-sales customer support, online sales, and post-sales customer support.
The Solution
Depositphotos implemented LiveChat on their site to handle the inquiries of those who were reluctant to use the phone to contact the support. The implementation of LiveChat allowed for a faster way of communication between Depositphotos team and their clients. The company chose LiveChat over other providers due to its easy integration, ease of use, and price. With a team of 5 operators shifting so there are always 2 people online, the chat function at depositphotos.com allows visitors to quickly get the information they need and choose the right product for their projects. The company also uses a number of features to ensure high-quality customer service, including customer queueing, chat transfers, chat supervision, customer message sneak-peek, and multiple language support.
Operational Impact
Quantitative Benefit
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