Prijsvergelijken.nl is an online comparison tool that helps users research alternatives for telecom services like television, mobile carriers, and Internet services. The company also provides a way to compare various housing-related services. The challenge was to build trust among its customers and offer real, not sponsored, advice. The company wanted to give the feeling that Prijsvergelijken.nl is not a machine but a website with people. The policy is to provide the fairest possible advice, even if it means not moving, which also produces no revenue.

HostAdvice.com, a global hosting comparison business, was facing a challenge in providing detailed web hosting recommendations to its customers. The web hosting industry is vast and complex, with over 2,500 providers offering similar services. This makes it difficult for customers to make an informed decision. Furthermore, the company found that comparison tables and text were not sufficient in providing the necessary hosting information to potential customers. For more complex questions, customers wanted to interact with someone and explain their concerns.

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 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 Pilot Group, a company providing complex e-commerce services, understood the importance of addressing customers’ problems swiftly to provide extraordinary customer service. They needed a solution that would allow them to communicate effectively and deliver exceptional customer experience. The company was looking for a tool that would provide quick solutions to customer queries and improve their overall satisfaction.

Touch Support, a company that helps organizations improve the management and performance of their support department, was looking to enhance its customer service. Despite already having high customer satisfaction, the company wanted to open an additional communication channel for their customers to reach them instantly. They aimed to reduce phone call volume, capture potential leads on their website, and stand out from their competitors who were still using traditional communication methods like telephones and emails.

Luxury Estates International (LEI), a real estate brokerage specializing in luxury real estate, needed a tool to respond to all domestic and international clientele 24/7. Their customers were making life-changing decisions and required immediate answers to their questions. The goal was to enable both buyers and sellers to find answers quickly by interacting with them in real time. The company also wanted to ensure that the chat tool would fit the look of the website and its luxury homes in the background.

Jerome’s Furniture, one of the largest furniture retailers in Southern California, wanted to improve their customer engagement and experience. With 75% of their customers visiting their website to find new furniture, the company saw the need to reach out to their customers online. They wanted to answer customer queries right at the time they were doing research. The company aimed to see a lift in online conversions in both Ecommerce sales, and non ecommerce conversions like ‘Click to call’ or ‘Click to get Directions’.

American Business and Technology University, an online university from the USA, struggled with chaos in communication with students. The students’ administrators were getting lost among emails, tickets, and yahoo chats coming from all directions. To free themselves from the clutter, ABTU started using LiveChat as a centralized chat and ticketing system.

The British Film Institute (BFI) needed to provide 24/7 support for their video-on-demand service, BFI Player. The entertainment industry often operates outside of traditional 9-5 work hours, and BFI wanted to ensure that they could answer customer inquiries at any time. They wanted to go beyond the standard expectation of some form of support for a VoD service and provide a live support solution. The goal was to offer a total first-line support solution that would replace phone or form submission.

Innovations for Learning, a nonprofit organization that focuses on teaching kids how to read, was using an in-house chat solution built into their application called TutorMate. As more people joined the project, the custom-made chat solution started to slow down the application. Tutors and teachers were chatting with the agents in a shared channel, which made managing issues difficult. The support team was losing sight of the real problems in the ensuing chaos. Their frustration lasted until they brought LiveChat on board. They integrated it with their application and organized faster and easier technical support.

ForSaleByOwner, an Australian company, helps people sell their homes without the involvement of a real estate agent by providing them with proper marketing tools. The company wanted to offer the best service possible to their customers, so they started looking for a tool that would allow customers to reach out to them quickly and on the spot. They wanted a fast, real-time way of talking to their clients. The company purchased two accounts. The first one is for sales and is dedicated to the new customers who might be interested in signing up for one of their advertisement packages. The second LiveChat account is for support and is dedicated to existing customers who already signed up on the website and may need some help with their own accounts.

District 49, a school district in Colorado, was facing challenges in communicating effectively with parents. Parents were having difficulty finding the information they needed on the district's website. They were resorting to phone calls and emails, but the communication process was slow and inefficient. The district wanted to improve this process and make it easier and quicker for parents to get the information they needed.

Virgin Atlantic, the UK's second largest long-haul airline, prides itself on offering a high level of customer service, starting from the point of booking via their website. However, managing fluctuating levels of customer enquiries, particularly via email, was proving to be a significant challenge. The average query took at least three emails and 48 hours to resolve. The airline needed to find a way to improve this response time without increasing costs. Additionally, Virgin Atlantic wanted to improve ticket sales conversion rates and catch website visitors who were dropping off before completing the booking process.

Extra Space Storage wanted to deploy live chat for sales in a deliberate way, using extensive post-deployment testing to refine the program for maximum effectiveness and optimal customer experience. They were concerned that live chat might just cannibalize business from their other channels, which could negatively affect commissioned salespeople without improving the bottom line. They wanted to find out whether they could actually get incremental conversions from live chat. The team started by placing a nonintrusive Click-to-Chat button for potential customers who had spent 60 seconds on the site’s facility, search, or reserve and hold pages.

Community College of Denver (CCD) faced a significant increase in enrollment, which put a strain on their existing systems and programs. The administrative functions, particularly the Call Center, faced unprecedented pressure. The college needed a technology solution that would enable the Call Center to handle a higher volume of support calls without increasing resources. They realized that live chat could bring the economies of scale they were looking for. They also needed to improve their website architecture to improve students’ ability to self-serve.

Beau-coup, a leader in the online favors and gifts industry, was facing challenges with its customer service. The company prides itself on offering exceptional customer service, but technical issues with their previous chat provider were causing interruptions and a frustrating experience for both customers and service reps. The company was dropping a lot of chats due to connection issues, and they were missing 20 to 30 chats a day. They also lacked information about how their customers came to their site, what search terms they used, and if the resulting chat was proactive or reactive. There was no method to the madness in how their chat invitations were fired, and they experienced very poor acceptance rates as a result.

Poder Comercial, a mobile phone distributor that markets Telcel services to corporate accounts and consumer distributors throughout Mexico, wanted to build on its reputation for personalized service by adding a live chat channel for sales and customer service. The company was looking for a solution that would provide an intimate, real-time engagement channel to support its corporate reputation for personalized service, increase sales in corporate and distributor accounts, and bring more efficiency and effectiveness to customer service operations. The company had been considering live chat as a sales and customer service channel for several years, but wanted to ensure they got it right the first time. They conducted a market survey of digital engagement solutions, looking for a solution that went beyond rudimentary live chat to an intelligent and proactive engagement solution, and a demonstrably secure platform in a cloud-based environment.

PAC Web Hosting Ltd. was facing a challenge with its rudimentary live chat solution which was causing website slowdowns. The company wanted to engage with customers in a personal way to increase sales. They were looking to move from a live chat channel to a comprehensive digital engagement strategy. The company needed to replace its live chat solution due to technical problems it was causing on the company’s website.

Landings Credit Union, formerly known as Tempe Schools Credit Union, underwent a name change in 2013 to reflect a broader membership base. However, the organization faced challenges in promoting its new identity due to a limited advertising budget. The credit union wanted to maintain its reputation for personalized customer service while expanding its membership base. It sought to provide a personalized, digital customer service channel to support its corporate initiative to build new membership. The organization's president and CEO, Margaret Hunnicutt, learned about LivePerson at a conference for credit union executives and saw potential in the solution.

GenoLogics, a Canadian laboratory information management systems vendor, wanted to provide a channel where prospects could quickly get answers to questions about the company’s highly technical product offerings. The company had previously conducted a brief trial of a rudimentary live chat solution, but found it wanting. Despite this setback, GenoLogics CEO Michael Ball believed that live chat could still bring value to the company. The challenge was to find a better live chat solution that could engage website visitors and answer their questions, thereby keeping them on the website longer.

Lifeline Australia, a crisis counseling and referral service, wanted to add a live chat channel to its phone counseling services to reach a younger demographic that is less comfortable with calling in by phone. The organization initially tried a rudimentary live chat solution and an internally-developed application, but found these solutions lacking in several ways. The offshore service had slow connectivity and full-time support was difficult to obtain. The in-house system was not built with the right technology skills and had mistakes in the underlying architecture of the platform.

SAHAR, a nonprofit organization based in Israel, was facing the challenge of enabling real-time digital engagement with distressed individuals. They needed to offer mobile chat and leverage data insights to improve chat and information effectiveness. The organization was seeking to connect its network of approximately 100 volunteers with those seeking assistance, and they were conducting approximately 1,000 live chat sessions each month. They needed to add mobile live chat, which was becoming increasingly important for their Arabic-speaking audience who primarily used mobile devices.

Extraco Banks was faced with the challenge of mirroring the customer experience in bank lobbies online. They wanted to ensure ease of implementation and ongoing management of their digital engagement platform. Protecting customer interactions and data was a top priority. The bank also wanted to integrate their digital engagement platform with their existing Jack Henry Banking Online and Mobile solutions platform. The bank's unique SWARM Banking® methodology, which involves employees 'swarming' to where the traffic is and taking each customer through the entire banking experience without handing them off to a colleague, presented additional challenges for digital implementation.

Cvent, a leading cloud-based enterprise event management platform, was facing a high bounce rate on its website. The company wanted to provide a compelling customer experience for its diverse website visitors. The complexity of event planning and the inability to provide pricing on the website made it difficult for visitors to find the information they needed. The company had tried another live chat product but found it lacking in several areas. The company needed a solution that was cloud-based, scalable, with robust reporting capabilities and the ability to integrate with its existing and planned digital marketing infrastructure.

United Way of Greater Atlanta, one of the largest United Way agencies in the United States, wanted to expand on the tremendous success of its 211 telephone referral program, which connects community members with a wide variety of social services. The agency realized that it could build on the success of the 211 program and extend its benefits to a larger population by revamping its website and adding online engagement options. The agency underwent 18 months of strategic planning, fundraising, and development work before launching its new online portal in April 2011. The agency added access to services by email, text message, and live chat.

Nine West Group, a division of Nine West Holdings, Inc., aimed to increase e-commerce sales for its Ninewest.com website while building brand value in support of more sales at partner retailers. The company wanted to provide an optimal e-commerce experience to drive incremental revenue, build brand satisfaction for future in-store purchases, and reduce support costs while improving customer service. The challenge was to stay competitive in e-commerce, which has become more complex over the years. The company needed to consider what their site looks like on a variety of screens—desktop, laptop, tablet, and smartphone—as well as a variety of operating systems. Today’s customers expect to be able to access real-time help at the touch of a button.

Traeger Pellet Grills, a company that markets outdoor cooking grills, was looking to grow its e-commerce sales and make customer service more efficient and effective. They wanted to launch a live chat channel to provide an efficient and effective channel for customer service, increase e-commerce sales with a sales support channel, and protect and support a brand that has intensely loyal followers. The company had a website but it was not doing much e-commerce. The focus was on pointing people to their dealer network. However, they wanted to take a much more aggressive approach to direct selling.

The Michigan Legal Help Program was established to provide legal information for citizens who find themselves in the civil court system without a lawyer. The program offers a variety of resources, including informational content, referrals to legal services organizations, and automated online legal forms and documents. However, the complexity of these resources and the variables in people’s situations often led to questions and difficulties in navigation. The five-person staff of the Michigan Legal Help Program did not have the capacity to field inquiries from the public. The organization needed a cost-effective channel to answer legal information questions, help visitors navigate the tools available, and ensure that volunteer agents could log into the platform from anywhere.

Lancôme, a globally recognized brand for its upscale line of cosmetics and fragrances, wanted to extend its well-known personalized customer experience to its online shoppers. The company aimed to build in-store and e-commerce sales through digital engagement and support the “inner nature” of the Lancôme brand, individualized service, for online customers. They wanted to provide an intimate channel to help customers open up. The team knew that live chat would be one way to accomplish this. They felt that women might open up more fully with live chat, and explore what they really want. The team began a formal evaluation of live chat solutions in early 2012, and they had some detailed requirements. They wanted to have proactive chat with robust targeting, a customized live chat experience for mobile devices, the ability to push marketing content to selected visitors, and extensive reporting and data analysis capabilities.