Text Case Studies GetResponse increases customer retention with faster customer service through LiveChat

Edit This Case Study Record

	GetResponse increases customer retention with faster customer service through LiveChat Text

GetResponse increases customer retention with faster customer service through LiveChat

Text

Technology Category	Functional Applications - Remote Monitoring & Control Systems
Applicable Industries	Software
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services
Challenge	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. Read More
About Customer	GetResponse is one of the biggest email marketing providers out there. With more than 350,000 customers in 182 countries, they provide email marketing services to both small and big business all over the globe. GetResponse offers a complete suite of simple-yet-powerful solutions, scaled and customized for small and large companies. Their tools are designed for organizations that want to implement effective, high-impact campaigns that drive marketing ROI. Read More
Solution	To answer the increasing number of contact requests, GetResponse decided to give LiveChat a try. The GetResponse team also wanted to try out providing 24/7 customer service to make their offering even more appealing to customers. Introducing all those improvements to their Customer Success Team wasn’t a small task. Only a large enough team could answer that kind of support demand. This is why GetResponse has 25 concurrent Customer Service Agents working from Canada and Poland. As Łańcucki stated, their agents are able to have three chat conversations simultaneously, which makes it possible to handle a bigger number of enquiries – something that would be impossible when using the traditional customer service channels like phone and email. Read More Log in to view content
Contents

Technology Category

Functional Applications - Remote Monitoring & Control Systems

Applicable Industries

Software

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

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.

About Customer

GetResponse is one of the biggest email marketing providers out there. With more than 350,000 customers in 182 countries, they provide email marketing services to both small and big business all over the globe. GetResponse offers a complete suite of simple-yet-powerful solutions, scaled and customized for small and large companies. Their tools are designed for organizations that want to implement effective, high-impact campaigns that drive marketing ROI.

Solution

To answer the increasing number of contact requests, GetResponse decided to give LiveChat a try. The GetResponse team also wanted to try out providing 24/7 customer service to make their offering even more appealing to customers. Introducing all those improvements to their Customer Success Team wasn’t a small task. Only a large enough team could answer that kind of support demand. This is why GetResponse has 25 concurrent Customer Service Agents working from Canada and Poland. As Łańcucki stated, their agents are able to have three chat conversations simultaneously, which makes it possible to handle a bigger number of enquiries – something that would be impossible when using the traditional customer service channels like phone and email.

Impact #1	LiveChat allows GetResponse to gather more feedback than any other communication tool.
Impact #2	GetResponse learns about their customers’ problems and expectations and they know how to respond to them fast.
Impact #3	The data-gathering aspect of LiveChat was also a big benefit for GetResponse. LiveChat helped GetResponse to understand customer behavior better.

Impact #1

LiveChat allows GetResponse to gather more feedback than any other communication tool.

Impact #2

GetResponse learns about their customers’ problems and expectations and they know how to respond to them fast.

Impact #3

The data-gathering aspect of LiveChat was also a big benefit for GetResponse. LiveChat helped GetResponse to understand customer behavior better.

Benefit #1	Increased customer retention
Benefit #2	Lowered customer churn

Benefit #1

Increased customer retention

Benefit #2

Lowered customer churn

Download PDF Version

Overview

GetResponse increases customer retention with faster customer service through LiveChat

Operational Impact

Quantitative Benefit