Text Case Studies The Pilot Group tailors service to customers ’ needs thanks to LiveChat

Edit This Case Study Record

	The Pilot Group tailors service to customers ’ needs thanks to LiveChat Text

The Pilot Group tailors service to customers ’ needs thanks to LiveChat

Text

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Functions	Business Operation Sales & Marketing
Services	Software Design & Engineering Services
Challenge	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. Read More
About Customer	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. Read More
Solution	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. 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

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.

About Customer

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.

Solution

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.

Impact #1	Improved communication with customers
Impact #2	Better understanding of customers
Impact #3	More personalized service

Impact #1

Improved communication with customers

Impact #2

Better understanding of customers

Impact #3

More personalized service

Benefit #1	99.4% average customer satisfaction level

Benefit #1

99.4% average customer satisfaction level

Download PDF Version

Overview

The Pilot Group tailors service to customers ’ needs thanks to LiveChat

Operational Impact

Quantitative Benefit