Text > Case Studies > LiveChat overtakes phone as a main customer service tool at Media Temple

LiveChat overtakes phone as a main customer service tool at Media Temple

Company Size

1,000+

Region

America

Country

United States

Product

LiveChat

Tech Stack

LiveChat
Desktop app
Web app

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Customer Satisfaction
Productivity Improvements

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Telecommunications

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

About The Customer

Media Temple is a leading hosting provider founded in 1998. The company services over 125,000 customers in 100 countries, providing a number of tools that power more than 1.5 million websites. Media Temple has repeatedly appeared on Inc. 500, the list of the fastest growing American companies, and continues to grow and further enhance the services it provides. The company uses live chat for two main tasks: sales and, through their customer Account Center, support. With over 100 agent accounts handling more than 2300 chats each week, Media Temple is one of LiveChat’s biggest customers.

The Challenge

Media Temple, a US-based web hosting and cloud services company, was looking for a more efficient and effective way to handle customer service inquiries. The company was previously using a combination of email and phone calls, but found these methods to be lacking in terms of speed and ease of use. The company wanted a solution that would allow for continuous conversation, while also allowing representatives to pause as needed to check information or resolve a case. They also wanted a solution that was highly customizable and did not depend on an IM protocol.

The Solution

Media Temple chose to implement LiveChat as their main customer service tool. LiveChat offered a clean, customizable chat window that could be easily integrated into Media Temple's website. The separate application was another plus, as it was easy to use and did not require a lot of configuration before it was ready to use. LiveChat also provided a wide range of desktop, mobile, and web-based applications that let agents chat straight away. The chat function also served as a method of authentication for people in the Account Center, providing operators with more information about who they were talking to and allowing them to provide faster, more accurate responses.

Operational Impact

LiveChat has become the main driver for customer communications at Media Temple, overtaking phone calls.
The chat function serves as a method of authentication for people in the Account Center, providing operators with more information about who they are talking to.
The implementation of LiveChat has allowed Media Temple to set a new standard in fast and precise communication with their customers.

Quantitative Benefit