The Pilot Group tailors service to customers ’ needs thanks to LiveChat
产品
- LiveChat
技术栈
- Zendesk
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
技术
- 应用基础设施与中间件 - API 集成与管理
适用功能
- 商业运营
- 销售与市场营销
服务
- 软件设计与工程服务
关于客户
The Pilot Group is a support service company that offers e-commerce solutions for various business fields including real estate, education, entertainment, and others. The company was initially founded as a web design and software development company. Over the years, it has expanded its services to cater to a wider range of industries. Despite the expansion, the company has maintained its focus on providing extraordinary customer service. The Pilot Group understands the importance of speed and accuracy when solving their customers’ problems. They believe that customer satisfaction is paramount, especially in the online business where customers expect quick responses.
挑战
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.
解决方案
The Pilot Group decided to implement LiveChat to improve their communication with customers. They chose LiveChat over other live chat software options due to its superior quality to price ratio. The company currently has 6 live chat agents available 19 hours a day. They use features like automatic greetings and chat supervision to enhance their customer service. Automatic greetings help in predictive engagement by targeting visitors who need assistance but have not started a chat yet. Chat supervision allows team members to help each other in real-time during customer interactions. For more complicated queries that cannot be solved in one session, the company uses Zendesk integration to convert chat transcripts into tickets. They also use a post-chat survey to gauge customer satisfaction after each chat session.
运营影响
数量效益
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