HomeExchange substitutes phone and email communication with LiveChat
Company Size
200-1,000
Country
- United States
Product
- LiveChat
Tech Stack
- Google Analytics
- Facebook Integration
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
HomeExchange is a company founded in 1992, based on the idea of swapping homes for travel purposes. The company constantly increases the number of locations available in their listing, allowing many avid tourists to travel for very small costs. The company was founded by Ed Kushins, who turned his own experiences with home exchanging into a business. HomeExchange has a worldwide customer service staff and receives as many as 500 chats a week from visitors.
The Challenge
HomeExchange, a company that allows members to swap houses for travel purposes, was looking for a more efficient way to communicate with their customers. They wanted to move away from traditional phone and email communication and implement a live chat system on their website. The company needed a chat solution that was flexible, easy to set up, and could handle technical inquiries, billing questions, and general inquiries. They also needed a system that could be deployed worldwide and support multiple languages.
The Solution
HomeExchange chose LiveChat as their chat solution. LiveChat was chosen over Live Person because it was easier to set up and didn't require them to jump through hoops. The implementation process was painless and fluent. LiveChat also provided the flexibility that HomeExchange needed. It was easily manageable and deployable in any place, even at home. LiveChat also supported multiple languages, which was important for HomeExchange as they had a chat option for 5 languages. LiveChat also integrated with Google Analytics and Facebook, providing additional information about customers that could be used to provide more precise support and prepare better offerings.
Operational Impact
Quantitative Benefit
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