GetResponse increases customer retention with faster customer service through LiveChat
Company Size
1,000+
Region
- America
- Europe
Country
- Canada
- Poland
- United States
Product
- LiveChat
Tech Stack
- LiveChat Web app
- LiveChat Mobile app
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Software
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
GetResponse is one of the biggest email marketing providers out there. With more than 350,000 customers in 182 countries, they provide email marketing services to both small and big business all over the globe. GetResponse offers a complete suite of simple-yet-powerful solutions, scaled and customized for small and large companies. Their tools are designed for organizations that want to implement effective, high-impact campaigns that drive marketing ROI.
The Challenge
GetResponse, a multinational online marketing platform, wanted to stand out from the crowd of other email marketing providers and offer best-inline customer service. They wanted to be able to answer the increasing number of customer enquiries while keeping the contact quality high. The challenge was to answer the increasing number of contact requests and provide 24/7 customer service to make their offering even more appealing to customers. They also wanted to improve support availability, the time of response and overall customer satisfaction.
The Solution
To answer the increasing number of contact requests, GetResponse decided to give LiveChat a try. The GetResponse team also wanted to try out providing 24/7 customer service to make their offering even more appealing to customers. Introducing all those improvements to their Customer Success Team wasn’t a small task. Only a large enough team could answer that kind of support demand. This is why GetResponse has 25 concurrent Customer Service Agents working from Canada and Poland. As Łańcucki stated, their agents are able to have three chat conversations simultaneously, which makes it possible to handle a bigger number of enquiries – something that would be impossible when using the traditional customer service channels like phone and email.
Operational Impact
Quantitative Benefit
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