Text Case Studies LiveChat helps Touch Support to increase revenue by 30%

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	LiveChat helps Touch Support to increase revenue by 30% Text

LiveChat helps Touch Support to increase revenue by 30%

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Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Professional Service
Applicable Functions	Business Operation Sales & Marketing
Services	Software Design & Engineering Services
Challenge	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. Read More
About Customer	Touch Support is a strategic partner that helps companies benefit from customer experience management. The company designs, builds, manages, scales, and improves highly effective enterprise support delivery. They are focused on the constant improvement of their customer service. The company operates globally with 57 agents working from three offices around the globe and handles over 13,000 chats each month. They provide a number of white-label support services to customers around the globe. Read More
Solution	Touch Support chose LiveChat as their additional communication channel. They were attracted by the immediate connection it offered to their customers, its unique interface, and ease of use. The software could be used on desktop, website, and mobile phone. The implementation was quick and easy, with the company up and running on the LiveChat platform within a matter of hours. The company also utilized LiveChat's customization features, implementing custom branding in chat windows, selecting their own customer engagement graphics, and adding social media buttons to the chat window. They also used the message sneak-peek feature to quickly address customers' problems and built their own Business Intelligence platform on top of LiveChat's API reports to measure customer satisfaction and provide detailed recommendations on ways to improve the customer experience. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Professional Service

Applicable Functions

Business Operation

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

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.

About Customer

Touch Support is a strategic partner that helps companies benefit from customer experience management. The company designs, builds, manages, scales, and improves highly effective enterprise support delivery. They are focused on the constant improvement of their customer service. The company operates globally with 57 agents working from three offices around the globe and handles over 13,000 chats each month. They provide a number of white-label support services to customers around the globe.

Solution

Touch Support chose LiveChat as their additional communication channel. They were attracted by the immediate connection it offered to their customers, its unique interface, and ease of use. The software could be used on desktop, website, and mobile phone. The implementation was quick and easy, with the company up and running on the LiveChat platform within a matter of hours. The company also utilized LiveChat's customization features, implementing custom branding in chat windows, selecting their own customer engagement graphics, and adding social media buttons to the chat window. They also used the message sneak-peek feature to quickly address customers' problems and built their own Business Intelligence platform on top of LiveChat's API reports to measure customer satisfaction and provide detailed recommendations on ways to improve the customer experience.

Impact #1	Touch Support was able to quickly and easily implement LiveChat on their platform.
Impact #2	The company was able to customize the chat windows with their own branding and social media buttons.
Impact #3	The message sneak-peek feature allowed the company's reps to quickly address customers' problems.

Impact #1

Touch Support was able to quickly and easily implement LiveChat on their platform.

Impact #2

The company was able to customize the chat windows with their own branding and social media buttons.

Impact #3

The message sneak-peek feature allowed the company's reps to quickly address customers' problems.

Benefit #1	Revenue increased by 30%.
Benefit #2	Customer satisfaction increased by 11%.
Benefit #3	24% of new customers in 2015 initially contacted the team via live chat.

Benefit #1

Revenue increased by 30%.

Benefit #2

Customer satisfaction increased by 11%.

Benefit #3

24% of new customers in 2015 initially contacted the team via live chat.

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Overview

LiveChat helps Touch Support to increase revenue by 30%

Operational Impact

Quantitative Benefit