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SUMMER 2020 Customer Success Report Live Chat Software Category Live Chat Software Category Live chat is a messaging solution that your website visitors and prospective customers can use to communicate with your support agents in real time. Similar to phone and email, it is one of the communication channels commonly deployed to provide customer support. Live chat combines the best aspects of phone and email. Your customers can engage in effective two-way communication in real time with your sales, support and other agents to get their queries and issues resolved quickly and efficiently. SUMMER 2020 CUSTOMER SUCCESS REPORT Live Chat Software Category 2 Award Levels Customer Success Report Ranking Methodology The FeaturedCustomers Customer Success ranking is based on data from our customer reference platform, market presence, MARKET LEADER web presence, & social presence as well as additional data Vendor on FeaturedCustomers.com with aggregated from online sources and media properties. Our substantial customer base & market ranking engine applies an algorithm to all data collected to share. Leaders have the highest ratio of calculate the final Customer Success Report rankings. customer success content, content quality score, and social media presence The overall Customer Success ranking is a weighted average relative to company size. based on 3 parts: CONTENT SCORE ● Total # of vendor generated customer references (case studies, success stories, testimonials, and customer videos) ● Customer reference rating score TOP PERFORMER ● Year-over-year change in amount of customer references on Vendor on FeaturedCustomers.com with FeaturedCustomers platform significant market presence and ● Total # of profile views on FeaturedCustomers platform resources and enough customer ● Total # of customer reference views on FeaturedCustomers reference content to validate their vision. platform Top Performer's products are highly rated by its customers but have not achieved MARKET PRESENCE SCORE the customer base and scale of a Market Leader. ● Social media followers including LinkedIn, Twitter, & Facebook ● Vendor momentum based on web traffic and search trends ● Organic SEO key term rankings ● Company presence including # of press mentions COMPANY SCORE RISING STAR ● Total # of employees (based on social media and public Vendor on FeaturedCustomers.com that resources) does not have the market presence of ● Year-over-year change in # of employees over past 12 months Market Leaders or Top Performers, but ● Glassdoor ranking understands where the market is going and has disruptive technology. Rising ● Venture capital raised Stars have been around long enough to establish momentum and a minimum amount of customer reference content along with a growing social presence. SUMMER 2020 CUSTOMER SUCCESS REPORT Live Chat Software Category 3 2020 Customer Success Awards Check out this list of the highest rated Live Chat Software based on the FeaturedCustomers Customer Success Report. * Companies listed in alphabetical order SUMMER 2020 CUSTOMER SUCCESS REPORT Live Chat Software Category 4 2020 SUMMER 2020 Live Chat Software Category SUMMER 2020 CUSTOMER SUCCESS REPORT Live Chat Software Category 5 150 Total Customer References VIEW ALL REFERENCES Featured Testimonials ABOUT BIRDEYE We've doubled our monthly new client appointments, all thanks to Webchat. The ability to reach out to each website visitor and answer questions wherever I am, at any time of day is a total game-changer. JASON HARTLINE BirdEye is a comprehensive MARKETING CONSULTANT, SKINSPAMED customer experience platform. More than 50,000 businesses of all sizes use BirdEye every day to be found online through reviews, be It is sweet and to the point! It works! Very functional layout, easy to chosen by customers with text navigate and understand, and almost instantly started providing our messaging interactions, and be the company with results. best business with survey and insights tools. Founded in 2012, NIC SEIBERT MARKETING & GUEST RELATIONS DIRECTOR, MOUNTAIN LAUREL CABIN RENTALS BirdEye is headquartered in Palo Alto, and led by alumni from Google, Amazon, Salesforce and Yahoo. BirdEye is backed by What I love most about BirdEye is their level of commitment to their Salesforce founder Marc Benioff, customers. Everyone I have worked with at BirdEye, including their COO Yahoo co-founder Jerry Yang, and CEO, has been exceptional. Trinity Ventures and World Innovation Lab. HOLLY CARROLL VICE PRESIDENT, CUSTOMER SERVICE & CONTACT CENTER, DAVID'S BRIDAL I love that I can manage reviews, send automated campaigns, and chat with customers from one place. BirdEye makes the process so simple. DOUG WISMAN D AND G DEALER SERVICES TRUSTED BY SUMMER 2020 CUSTOMER SUCCESS REPORT Live Chat Software Category 6 140 Total Customer References VIEW ALL REFERENCES Featured Testimonials ABOUT DRIFT We can chat with people quickly rather than playing phone tag. We usually book a demo within 10-15 minutes on a chat rather than days of going back and forth with someone. LAUREN QUILTY With Drift on your website, any SALES TEAM LEAD, THRIVEHIVE conversation can be a conversion. Instead of traditional marketing and sales platforms that rely on Drift enables us to connect with people as it’s most relevant. They are forms and follow-ups, Drift connects your business with the on our website, they are asking about pricing, they are asking about best leads in real-time, like a virtual demos, and we can start talking to them while it’s most relevant. assistant for your website. TERRANCE KWOK SALES DEVELOPMENT, VIDYARD It makes it easier for prospects to talk to people on your team, and the benefit is that you’ll see conversion rates increase both from visit-to-lead and from lead-to-customer. JOHN SHORT VP, WORKABLE I have tried live chat for the past five years and have failed four consecutive years at getting my sales team on board. Within the first 3 weeks of implementing Drift, live chat became Segment’s 3rd-strongest source of qualified opportunities. Today, Drift is Segment’s #1 source of qualified opportunities. GUILLAUME CABANE VICE PRESIDENT MARKETING, SEGMENT TRUSTED BY SUMMER 2020 CUSTOMER SUCCESS REPORT Live Chat Software Category 7 97 Total Customer References VIEW ALL REFERENCES Featured Testimonials ABOUT INTERCOM Answer Bot helps us build a better customer experience. It resolves 1 in 5 of all our inbound conversations! KIERAN DOYLE HEAD OF GROWTH, CLEO Intercom offers the world’s leading business messaging platform that The Intercom Messenger has helped Chariot easily personalize delivers real time contextual communications to drive growth at communication with our commuters. It has even opened up numerous every stage of the customer opportunities to engage with new partners! lifecycle. Intercom is the first to CHARIOT bring a real time messaging-first experience to sales, marketing and support teams and offers the only business messenger that powers more than chat. Its Messenger and Giving prospects and customers a way to reach out to us on our suite of customizable toolkits are marketing site via the Intercom Messenger has tremendously increased built on top of a platform that our sign up rates. creates brilliant and personal experiences for businesses and ERWAN JEGOUZO CO-FOUNDER & CTO, PIPPA INC. customers. Intercom has over 30,000 customers and powers 500 million customer conversations each month. We love the Messenger's teammate profiles - they allow us to show more personality, making it clear there's real people helping our customers - rather than faceless agents and this helps us build positive relationships. FOG CREEK SOFTWARE TRUSTED BY SUMMER 2020 CUSTOMER SUCCESS REPORT Live Chat Software Category 8 71 Total Customer References VIEW ALL REFERENCES Featured Testimonials ABOUT KAYAKO I love that with Kayako, I can have conversations with my customers instead of just treating them like faceless tickets. This is the easiest and most efficient customer support tool that we've ever seen - and highly customizable. They're light-years beyond anyone else on the market. TAYLOR DALLY IT DIRECTOR, STORM GUARD RESTORATION Kayako is a simple customer service software that scales with your business. Kayako makes it easy to deliver an unrivaled Kayako provides the best of both worlds in regards to a great real-time messaging customer support experience. experience and excellent conversation management. Kayako is an absolutely fantastic Kayako started in 2001 with a goal: app that helps to keep us organized and our customers happy. better customer support CHRIS NOTLEY-SMITH experience. Today, Kayako is the MARKETING MANAGER, DONESAFE leading multi-channel helpdesk. Kayako is a team of more than 100 that helps 10,000s of businesses Kayko is the only solution that brings us closer to our prospects and customers, all delight millions of customers using from one place. Whether it’s from social media, email, or live chat, we are always Kayako all around the world. having a single conversation - creating a truly unified customer experience. AMRITPAL SINGH FOUNDER, CUSTOMERSUCCESSBOX With Kayako Messenger, we've seen an immediate 17% increase in customer satisfaction. EEGE KLOP SERVICE MANAGER, BRUNEL TRUSTED BY SUMMER 2020 CUSTOMER SUCCESS REPORT Live Chat Software Category 9 191 Total Customer References VIEW ALL REFERENCES Featured Testimonials ABOUT LIVECHAT We use LiveChat for both support and sales. We love the groups feature because we have areas on the website that direct customers to either chat with a support agent or a styling agent. JAMIE GOLDSTEIN Best live chat and help desk MARKETING COORDINATOR, WARBY PARKER software for customer support and online sales. LiveChat helps to build a level of trust with people We were impressed by the advanced functionality LiveChat provided. From auto chat routing, browsing the website and makes chat groups, and languages, to pop-up message automation. These things may sound them more likely to make a common now, but at the time we were looking for a chat software, they were exclusive. purchase. Increase overall DANIEL MILLER customer satisfaction through a MARKETING DIRECTOR, BENCHMARK more personalized way of communication with LiveChat.
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