The Chat Shop increases sales and delivers 98% customer satisfaction with LiveChat
Company Size
11-200
Region
- Europe
Country
- United Kingdom
Product
- LiveChat
Tech Stack
- Google Analytics
- API
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Revenue Growth
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Professional Service
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
The Chat Shop is a UK based company providing end to end solutions for their customers. They help to create live chat strategies, to generate leads and to provide the best possible customer service. The company works with customers from all industries one could imagine. They increase bookings for student properties, generate leads for car parks, sell experience days, solve technical support issues and much more. The Chat Shop helps their clients to make the most of their marketing budget and deliver more leads from their existing traffic. They also work with customers who need help with their websites or with those who need to improve customer experience.
The Challenge
The Chat Shop, a UK-based company, provides end-to-end solutions for their customers, helping to create live chat strategies, generate leads, and provide the best possible customer service. They work with customers from all industries, making it crucial to provide the right solution in the shortest time possible. The company needed to understand customers’ needs and expectations of live chat to provide extraordinary service and support. For example, when Vita Student started working with The Chat Shop, they were competing with incumbents in the student property sector. Vita Student’s challenge was to establish their premium brand and achieve full occupancy of residences.
The Solution
The Chat Shop decided to base their business on LiveChat. This move allowed the company to provide swift responses and seamless customer service, skyrocket customer happiness, and increase their client’s sales. They especially liked the freedom to customize the chat to fit their customer’s websites. LiveChat’s customer service was also important during the implementation process. The Chat Shop’s customer service team uses greetings to proactively invite visitors to chat. Since it’s possible to set up multiple criteria's before the invitation starts, greetings are a very effective tool when it comes to customer support and sales. The team also extracts the data from the API and uses a custom reporting tool to merge LiveChat data with Google Analytics data. They study data on a macro and micro basis, working with clients to constantly look for ways in which the performance of their service could be improved.
Operational Impact
Quantitative Benefit
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