Text Case Studies HomeExchange substitutes phone and email communication with LiveChat

Edit This Case Study Record

	HomeExchange substitutes phone and email communication with LiveChat Text

HomeExchange substitutes phone and email communication with LiveChat

Text

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Functions	Business Operation Sales & Marketing
Services	Software Design & Engineering Services
Challenge	HomeExchange, a company that allows members to swap houses for travel purposes, was looking for a more efficient way to communicate with their customers. They wanted to move away from traditional phone and email communication and implement a live chat system on their website. The company needed a chat solution that was flexible, easy to set up, and could handle technical inquiries, billing questions, and general inquiries. They also needed a system that could be deployed worldwide and support multiple languages. Read More
About Customer	HomeExchange is a company founded in 1992, based on the idea of swapping homes for travel purposes. The company constantly increases the number of locations available in their listing, allowing many avid tourists to travel for very small costs. The company was founded by Ed Kushins, who turned his own experiences with home exchanging into a business. HomeExchange has a worldwide customer service staff and receives as many as 500 chats a week from visitors. Read More
Solution	HomeExchange chose LiveChat as their chat solution. LiveChat was chosen over Live Person because it was easier to set up and didn't require them to jump through hoops. The implementation process was painless and fluent. LiveChat also provided the flexibility that HomeExchange needed. It was easily manageable and deployable in any place, even at home. LiveChat also supported multiple languages, which was important for HomeExchange as they had a chat option for 5 languages. LiveChat also integrated with Google Analytics and Facebook, providing additional information about customers that could be used to provide more precise support and prepare better offerings. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Functions

Business Operation

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

HomeExchange, a company that allows members to swap houses for travel purposes, was looking for a more efficient way to communicate with their customers. They wanted to move away from traditional phone and email communication and implement a live chat system on their website. The company needed a chat solution that was flexible, easy to set up, and could handle technical inquiries, billing questions, and general inquiries. They also needed a system that could be deployed worldwide and support multiple languages.

About Customer

HomeExchange is a company founded in 1992, based on the idea of swapping homes for travel purposes. The company constantly increases the number of locations available in their listing, allowing many avid tourists to travel for very small costs. The company was founded by Ed Kushins, who turned his own experiences with home exchanging into a business. HomeExchange has a worldwide customer service staff and receives as many as 500 chats a week from visitors.

Solution

HomeExchange chose LiveChat as their chat solution. LiveChat was chosen over Live Person because it was easier to set up and didn't require them to jump through hoops. The implementation process was painless and fluent. LiveChat also provided the flexibility that HomeExchange needed. It was easily manageable and deployable in any place, even at home. LiveChat also supported multiple languages, which was important for HomeExchange as they had a chat option for 5 languages. LiveChat also integrated with Google Analytics and Facebook, providing additional information about customers that could be used to provide more precise support and prepare better offerings.

Impact #1	LiveChat has become an important communication tool for HomeExchange.com, pushing out phone and email communication.
Impact #2	The flexibility of LiveChat has allowed HomeExchange to manage and deploy the system anywhere, even at home.
Impact #3	The multiple language support and integrations with Google Analytics and Facebook have provided additional information about customers, allowing HomeExchange to provide more precise support and prepare better offerings.

Impact #1

LiveChat has become an important communication tool for HomeExchange.com, pushing out phone and email communication.

Impact #2

The flexibility of LiveChat has allowed HomeExchange to manage and deploy the system anywhere, even at home.

Impact #3

The multiple language support and integrations with Google Analytics and Facebook have provided additional information about customers, allowing HomeExchange to provide more precise support and prepare better offerings.

Benefit #1	HomeExchange receives as many as 500 chats a week from visitors.
Benefit #2	LiveChat has become the main communication tool for HomeExchange.com, pushing out phone and email communication.

Benefit #1

HomeExchange receives as many as 500 chats a week from visitors.

Benefit #2

LiveChat has become the main communication tool for HomeExchange.com, pushing out phone and email communication.

Download PDF Version

Overview

HomeExchange substitutes phone and email communication with LiveChat

Operational Impact

Quantitative Benefit