SUMMER 2021 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. The software captures lead information and automates it to your CRM platform so that your sales reps can nurture promising prospects.
SUMMER 2021 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 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 3 2021 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 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 4 2021
SUMMER 2021 Live Chat Software Category
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 5 203 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT BIRDEYE I am an agency client of Birdeye. In my opinion, they have the best tools for review management and webchat/messaging. I have experience with two competitors, but Birdeye is the product we promote to our clients. Beyond that, our experience with the Birdeye team has been exceptional. One of our largest clients was exploring another solution due to integration with other industry software. Birdeye rallied the troops and figured out a solution that not only met their needs, but saved the client thousands of dollars in fees. One of the founders of the company was even involved in identifying our client's needs and the solution. That's going above-and-beyond!
MICHAEL SHIPLEY Birdeye is an all-in-one Experience PRESIDENT, KAHUNA MARKETING Marketing platform for multi-location businesses. More than 60,000 businesses of all sizes I love that I can manage reviews, send automated campaigns, and chat use Birdeye every day to be found with customers from one place. Birdeye makes the process so simple. online and chosen through listings, reviews, and referrals; be DOUG WISMAN connected with leads and D AND G DEALER SERVICES customers on the channels of their choice, and deliver the best customer experience with surveys, Birdeye Inbox lets us connect, communicate, and respond quickly. We ticketing, and insights tools. answered hundreds of new chats from potential and existing clients. Founded in 2012, Birdeye is headquartered in Palo Alto, and DAWN HARSCH THE MCGUIRE GROUP led by alumni from Google, Amazon, Salesforce and Yahoo. Birdeye is backed by Salesforce founder Marc Benioff, Yahoo We've doubled our monthly new client appointments, all thanks to Webchat. co-founder Jerry Yang, Trinity The ability to reach out to each website visitor and answer questions wherever Ventures and World Innovation I am, at any time of day is a total game-changer. Lab. The company has been the JASON HARTLINE highest-rated Experience MARKETING CONSULTANT, SKINSPAMED Marketing platform over the last 5 years on G2.
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 6 171 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 SALES TEAM LEAD, THRIVEHIVE With Drift on your website, any conversation can be a conversion. Instead of traditional marketing and sales platforms that rely on Drift delivers a great experience. Our prospects don’t have to wait days for a forms and follow-ups, Drift response or field calls from an SDR trying to pin down a time for a meeting. connects your business with the Instead, they come to the site, open a chat, and book the demo. best leads in real-time, like a virtual UDI LEDERGOR assistant for your website. CMO, GONG
We introduced the chatbot in line with the inbound methodology to ensure that before a sales team member spoke with a prospective client they were given relevant information and qualified. In a 6 month period we have seen a 22.9% uplift in lead volume and a 15% uplift in customers.
ADAM AIGBOKHAE SIX & FLOW
The live demo scheduler is fully automated and the lead never has to leave the website. They put in their email address and the chatbot shows them available time slots based on our Google Calendar availability. If you’re managing a larger team, you can also have the bot automatically round robin the leads or assign meetings based on geographic location.
KEVIN FONTENOT DIRECTOR OF MARKETING, TRAINEDUP
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 7 128 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT INTERCOM Since switching to Intercom for live chat support, our team can handle 179% more cases versus our previous solution.
DANNY MATTESON PUBLISHER SUCCESS MANAGER, DISQUS
Intercom offers the world’s leading business messaging platform that We try to keep our support outreach as proactive as possible. It makes for a much more delivers real time contextual seamless customer experience if our customers know about an update or product issue before communications to drive growth at they find it out on their own. We want to keep our users in the know as best as we can. every stage of the customer Intercom’s outbound messaging makes this process seamless and scalable. lifecycle. Intercom is the first to JUNE ZHANG bring a real time messaging-first LEADS THE CUSTOMER SUPPORT TEAM, GURU experience to sales, marketing and support teams and offers the only business messenger that powers We've found in-app messages to be the most effective way to increase more than chat. Its Messenger and engagement with our mobile users. suite of customizable toolkits are built on top of a platform that KATIA OVERSBY creates brilliant and personal COMMUNITY OPERATIONS CONSULTANT, SIDEKICKER experiences for businesses and customers. Intercom has over 30,000 customers and powers 500 We're generating great leads, and with live chat, our sales team is able to million customer conversations make sure that prospects get the proper and fast attention, at exactly the right each month. moment.
KATE SWANBERG GROWTH PRODUCT MANAGER, TRADESHIFT
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 8 191 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT LIVECHAT Integrating Lift Kits 4 Less Magento store with LiveChat was really seamless and it didn’t take more than a few clicks. LiveChat turns out to be even more valuable to e-commerce businesses with some nice features like automated greetings or sales tracking. It can really give you valuable insight based on your conversations, to optimize the way you communicate with your customers.
TIM CORONA Best live chat and help desk NATIONAL SALES MANAGER, LIFT KITS 4 software for customer support and online sales. LiveChat helps to build a level of trust with people browsing the website and makes We have found that we get 10% more engagement on the website when LiveChat is them more likely to make a available. With thousands of visitors going to the site each month, this 10% goes a purchase. Increase overall long way to keep users on the site for longer and increase conversions. customer satisfaction through a ROBYN SPYERS MARKETING OFFICER, MR LENDER more personalized way of communication with LiveChat. Over 28,000 companies rely on LiveChat in their everyday duties. We were looking for a solution that provided the appropriate value for the Some of the major ones include: cost. LiveChat is faster and more affordable than other traditional Ikea, Acer, Samsung, RyanAir, communication tools. PayPal, Kaspersky Lab, LG, Suzuki, MARCIN ŁAŃCUCKI and Renault. Try LiveChat for free! CUSTOMER SUCCESS DIRECTOR, GETRESPONSE
LiveChat has been an integral tool in doing this because it has kept us close to our clients. There is an easy flow of feedback due to LiveChat’s reliability and ease of use.
JON MALDIA LEAD SUPPORT, ACTIVECAMPAIGN
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 9 164 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT LIVEPERSON LivePerson live chat has helped us better connect with our site visitors by extending our in-store brand to the online channel. In addition, the ability to highlight and communicate seasonal campaigns to website visitors has helped us achieve good online revenue growth.
EVE HENRIKSON LivePerson, Inc. offers a cloud HEAD OF ECOMMERCE, TED BAKER based platform that enables businesses to proactively connect in real time with customers via LivePerson live chat has quickly become an extension of our corporate chat, voice, and content delivery at the right time, through the right culture of personalized customer service. channel, including websites, social DILLON GONZALES media, and mobile devices. This MARKETING SPECIALIST, LANDINGS CREDIT UNION "intelligent engagement" is driven by real time behavioral analytics, producing connections based on a Working with the Live Chat platform makes it easier for us to engage with our true understanding of business customers and direct them to the appropriate department for quick objectives and customer needs. resolutions. It’s good for them – it’s good for us.
SUHAIB LOGDE HEAD OF MARKETING, EUKHOST
One of the things I love about Live Chat is that it raises the visibility of text and allows me to analyse it much more easily that I can do with voice. We get immediate feedback from our customers on the chat agent call sheets which we can analyse and then use to improve our website & overall customer service performance. We chose to work with LivePerson because they are clearly a leading exponent of this new & important marketing discipline.
COLIN MCDOUGALL HEAD OF DIGITAL, SUN LIFE DIRECT
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 10 326 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT ZENDESK MESSAGING As soon as we put live chat on the website, people felt like connecting to an agent directly increased the likelihood of getting the best rate available. It was good for business.
K’LEE CHALLINGER SOCIAL MEDIA OPTIMIZATION AND REAL-TIME CUSTOMER SERVICE MANAGER, MINOR Zendesk builds software for better HOTELS customer relationships. It empowers organizations to Using chat, you get more context because it’s one person asking a number of different improve customer engagement questions, compared to one ticket being raised with one question via email, going back the next and better understand their day with a suggestion, waiting for the customer to respond, then going back the next day. Live customers. Approximately 114,000 chat is just that—it’s live. paid customer accounts in over TIM MCMINN 160 countries and territories use TRAINING AND SUPPORT MANAGER, CONNECTIVE Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Chat provides a great, simple experience for our website visitors, and Australia, and South America. makes it easy for us to provide excellent service through live monitoring.
JUSTIN SMITH MANAGER OF THE LIVE HELP PROGRAM, EDMUNDS
Chat allows us to create rules that allow us to proactively interact with our clients in a given stage of a user flow within the website or the app. By being able to request feedback in a chat, we can now track quality of service over time, and better manage tickets and attribute them through Zendesk to our second and third levels of customer support.
RAFAEL SOBRAL DIRECTOR OF OPERATIONS, GYMPASS
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 11 85 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT EGAIN eGain has from the very start focused on developing web-based customer communications solutions that can be rapidly and easily hosted. Simply attaching a web-browser front-end to existing client-server (and earlier) applications doesn’t cut it. The future belongs to web-architected applications that have best-of-breed functionality and access and aggregate resources both inside and outside the corporate firewall.
CHRISTOPHER FLETCHER eGain is the leading provider of DIRECTOR CRM, ABERDEEN GROUP cloud customer engagement hub software. Their top-rated cloud applications for social, mobile, web New enterprise search features, combined with its knowledge management and contact centers help clients and multichannel suite, make eGain a must-have vendor for enterprise short deliver connected customer lists. journeys in a multichannel world. Headquartered in Sunnyvale, JOHN RAGSDALE VICE PRESIDENT OF TECHNOLOGY RESEARCH, TECHNOLOGY SERVICES INDUSTRY California, eGain has an operating ASSOCIATION presence in North America, EMEA, and APAC. eGain shines in both traditional features and newer market trends alike. eGain provides the best web self-service interface with the special set of technologies called Click2Collaborate. Users can choose their preferred method of support through one-click access on any mobile device. eGain (is) the product that offers most bang-for-the-buck with its comprehensive set of features and solid vendor credentials.
TIM HICKERNELL CUSTOMER SERVICE KNOWLEDGE MANAGEMENT SUITES, INFO-TECH RESEARCH GROUP
We went through a fairly full evaluation of all the providers in the market place and felt eGain’s comprehensive product functionality met our key criteria most accurately. We felt it was a flexible product but—more importantly than anything—we felt there was a group of people in eGain that we could really work with and who could help to deliver the quality of service we wanted.
ANDREW RALSTON CUSTOMER RELATIONSHIP DIRECTOR, VIRGIN MEDIA
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 12 108 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT IADVIZE Customers are not left without assistance on the website, we can easily help them and the conversation is closed when they quickly obtain the answer they needed: there are no pending cases open. Messaging has become crucial, especially for our important offers like the sales or special offers.
LINE LÉCUYER iAdvize is a conversational platform RESPONSIBLE FOR CONSUMER SERVICE DEPARTMENT, PETIT BATEAU that allows more than 2,000 brands in 100 countries to bring a profitable human touch to the Community messaging is a very useful tool, especially for the new members. It enables digital experience at scale, using a them to directly be in contact with the brand community. Community messaging also blend of human touch and artificial allows them to receive quick responses and it reinforces the community spirit. intelligence. We connect customers with experts available 24/7 via ANNE MEMBER, GUESTTOGUEST messaging. iAdvize is a ‘Gartner Cool Vendor’ certified platform that generates value for brands such as Disney, TUI, L’Oréal, and Having worked with iAdvize since 2013, we recognize the importance of having a clear, Nespresso. In 2019, a Forrester defined, and structured targetting strategy to help drive the right sort of contacts study proved that a 64% ROI can maximizing the customer experience, and adding value through web chat be achieved. interactions. SCOTT BAIN HEAD OF CONTACT CENTRE OPERATIONS, HOUSE OF FRASER
The Click to Chat and Click to Call solutions complete email and phone perfectly. Every month, we advise an additional 1,000 B2B visitors thanks to these real-time channels.
ADRIEN VELTER MARKETING & E-BUSINESS MANAGER, ONEDIRECT
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 13 2021
SUMMER 2021 Live Chat Software Category
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 14 57 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT COMM100 We really wanted to find a way to connect with a younger demographic, and live chat has given us exactly this. The channel is so popular among these ages because they are digital-first and they love how easily and quickly they can ask us a question, get the answer, and get on with their day. Even better, they can chat with us via their mobile, removing yet another barrier to engagement.
BARTLOMIEJ TARNACKI The Comm100 digital conversation SENIOR SPECIALIST, CONTACT CENTER, GETIN NOBLE BANK platform powers real-time interactions via web, mobile, and messaging. We make it easy for Search capability and history make it very easy for supervisors to review and monitor chats. We organizations to answer questions, want to ensure we are providing superior customer service. Comm100 makes it easy for us to solve problems, and keep review chat transcripts. These transcripts can then be used as training tools for our customer customers happy. From front-line service representatives. marketing and sales to ongoing SHANNON KOCHEL service and support, Comm100 CUSTOMER SERVICE TRAINING COORDINATOR, DIXON enables great digital experiences that drive revenue without increasing costs. Organizations like Comm100 Live Chat provided immediacy during the user experience and gave us another channel to communicate with HP, Advanced Auto Parts, Stanford customers. One of the great things about chat is we get very pointed, specific questions based on where the customer is in their journey. Our customers are smart; they are doing their homework, but sometimes just need our validation to guide University and Veridian Credit them to the right product or to help them get the best data from their instrument. Chat accomplishes that and more, Union use Comm100 to exceed helping us build stronger, more personalized relationships with our customers. customer expectations every day. PATRICK HIGGINS With headquarters in Vancouver, DIGITAL MARKETING & SOCIAL MANAGER, YSI INC. Canada, and over 10,000 customers worldwide, we help make customer conversations We often have visitors chatting in different languages; Comm100’s auto-translation feature is great. We also love the count. Learn more at canned messages tool because it makes it easy to ensure all of our customer-facing communication is aligned and customers are getting the same answer. The Comm100 dashboard is also super easy to use: I can see how many agents www.comm100.com are currently on chat, how many ongoing chats they currently have, and if there’s a queue. I can then make informed decisions about how and when to deploy our chat agents.
ASHLEY MEALEY GLOBAL TEAM MANAGER, FITBIT HEALTH SOLUTIONS
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 15 614 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT FRESHWORKS As DebtBusters strives to help as many South Africans as possible, a tool such as Freshchat enables us to assist more potential clients from a lead generation point of view, as well as ensuring our existing clients receive prompt assistance when using the chat function on our client portal.
MARC NAUMANN DIRECTOR, CLIENT SERVICES, DEBTBUSTERS Freshworks provides organizations of all sizes with SaaS customer engagement solutions that make it easy for support, sales and We’re using Freshchat to solve our customers’ needs with precision, and in real time. It marketing professionals to has ensured our customers receive prompt personalized experiences, and has also communicate effectively with brought in operational efficiencies that make assisted buying extremely scalable. customers for better service and RAJESH MAGOW collaborate with team members to CO-FOUNDER AND CEO-INDIA, MAKEMYTRIP resolve customer issues. The company's products include Freshdesk, Freshservice, After switching to Freshchat, our team members have been on the top of every Freshsales, Freshcaller, Freshteam, visitor conversation and has not missed a single chat. The team member Freshchat, and Freshmarketer. workflow and experience has been superior. Founded in October 2010, Freshworks Inc., is backed by Accel, KYU RENEGADO HEAD OF CUSTOMER HAPPINESS AND SALES, POUNDIT Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks' headquarters are located in San Bruno, Calif., with With Freshchat, our customers do not have to wait for calls to connect and dedicate their global offices in India, UK, Australia precious time to seek help & support from us. Freshchat offers a frictionless way to reach out for support, raise or report any issue and this has helped us retain & delight our customers with and Germany. The company's quick & dependable support at all times. cloud-based suite is widely used by PUJA ANAND over 150,000 businesses around PRODUCT MANAGER, ZAP SUBSCRIBE, ZOOMCAR the world including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco.
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 16 38 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT GLADLY It’s really helpful to see the entire client conversation and how the relationship has evolved. It saves them from having to call back or re-explain their situation because the service heroes can easily see what was communicated previously and make sure that we keep our commitments—most importantly.
KELLEY BOND Gladly is the only platform making SENIOR DIRECTOR OF CLIENT SERVICE, TORY BURCH customer service radically personal by allowing agents to communicate with customers seamlessly across Having every communication with a customer streamlined into one window has been channels. Unlike legacy customer extremely beneficial for the team, and made their workflow so much easier. They also service platforms that are really love how all the information about a customer is just visible from the get-go. case-centric, only Gladly is REBECCA BOXALL designed with people at the center VICE PRESIDENT - MARKETING, CHANNELS AND CUSTOMER EXPERIENCE, NATIVE SHOES and uniquely enables a single lifelong customer conversation from voice to modern messaging. We're no longer treating customer like tickets, or having standalone, Gladly powers some of the most transactional interactions with our customers. With Gladly, our agents are innovative consumer companies like JetBlue, JOANN, and TUMI to empowered to treat customers like people. deliver exceptional customer MARY MIKUS experiences and make customer CORPORATE BUSINESS LEAD, GODIVA service a competitive advantage. Gladly centers customer service around the person, not a case or By meeting customers on their preferred channels, and simplifying ticket number, giving agents full transactions across channels, Gladly’s Payments helps us improve the visibility of customers in a single shopping experience, drive sales, and deliver customer service that people love view. and we’re known for.
KATE SHOWATER SENIOR DIRECTOR, CUSTOMER SERVICE AND PROJECT MANAGEMENT OFFICE, CRATE & BARREL
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 17 57 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT HAPPYFOX Integrating HappyFox has been one of the best decisions we've made for our support team. We're able to see customer info from Magento for each HappyFox ticket and chat. Our team is much more organized and efficient. It's been a game changer for us.
WHITNEY PYE DIRECTOR OF ECOMMERCE, BGZ BRANDS HappyFox Inc., headquartered in Irvine, California, develops a multi-channel customer support help desk solution. HappyFox We've been using HappyFox Chat on our website for about a month competes with Zendesk and and we love it! All of the functionality we need at the right price. Desk.com. Known for its solid ticketing capabilities and simple DANIEL W CROMPTON DIRECTOR OF TECHNOLOGY, OPLERNO LLC user interface, HappyFox caters to the help desk needs of both traditional businesses and modern, high-tech corporations of The chat trigger feature has provided a great benefit to us as well, we are all sizes. HappyFox integrates with noticing that a lot of our website traffic is responding to the pop-up, allowing over 20 SaaS based applications us to reach a larger audience. including Salesforce and Google JUSTIN FOWLER Apps, supports around 35 MARKETING LEAD, UPSWING languages and is also available on iOS, Android and Windows mobile platforms. It really is the very best chat app I've tried. By simply collecting an email to start the chat, they can tell you what the customer has in their existing cart, their order history, their chat history, and more. This is such an obvious and useful feature, it's surprising I couldn't find it anywhere else.
JOHN FOWLER SHORELINE MUSIC
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 18 73 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT HELP SCOUT Using the Android App has made my life 10x easier. I can now respond to my customers even quicker, while I'm on the go. I love it!
DONN FELKER Help Scout provides your team FOUNDER, CASTER.IO with a scalable help desk while keeping the customer experience simple and personalized. The integration has been great! It looks nice in Salesforce, and pulls in old Help Customers won't have to create an Scout conversations automatically. Set-up was easy — and when we did need account or keep track of their ticket support, the Help Scout team was responsive and effective. number because to them, it works just like email. The customer ALYSSA CIORCIARI USER SUPPORT MANAGER, WAYUP experience is simple and training staff is painless, but Help Scout still has all the powerful features you need to provide great support at One of the biggest things for us was that it was the same platform that scale. a support agent could be working on a ticket and see that a chat comes in.
ASHLEY CAYLA SENIOR MANAGER OF CUSTOMER EXPERIENCE, TEAMSNAP
I love that you can quickly plug-in and customize a saved reply when you’re responding to a customer. It’s the in-between when you’re answering a common question, but don’t necessarily need to point the customer to Docs.
EMILY KINZIG CUSTOMER SUPPORT, GONOODLE
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 19 72 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT KAYAKO In the early days of Chess.com we chose Kayako because it seemed cost effective, intuitive, and easy to install. All of that turned out to be true. And now, three years and two million registered members later, we're also grateful it can scale and handle the many hundreds of support tickets we get each day. Kayako is a critical piece of our customer service commitment and I have always recommended Kayako to anyone who asks about starting or improving their online customer service.
Kayako is a simple customer ERIK PETER CHESS.COM service software that scales with your business. Kayako makes it easy to deliver an unrivaled customer support experience. Kayako is a fantastic system that allows us to easily manage our customer service inquires and capture the business intelligence we need to improve our operations. It is easy to use and its Kayako started in 2001 with a goal: flexibility gives us options to continually customize as our needs change. It has become an better customer support essential part of our business. experience. Today, Kayako is the ANDREW HENLEY leading multi-channel helpdesk. DIRECTOR, ACCOUNTING SERVICES, GEORGETOWN UNIVERSITY Kayako is a team of more than 100 that helps 10,000s of businesses delight millions of customers using We were looking for a cost-effective and feature rich support desk, but we didn't want to spend too much Kayako all around the world. time with the hosting of it. That is when Kayako's hosted solution came to the rescue – it was exactly what we were looking for. As a product, Kayako gives us the tools to improve customer satisfaction. As a service, Kayako's team are always friendly, responsive and always there. We love Kayako.
JORDI IBANEZ QA MANAGER, USERZOOM
We chose Kayako because it’s the only customer service software that combines live chat and email conversations into a smooth and effortless customer experience.
LEANDRO MORAES PRODUCT MANAGER, JIVA GESTÃO EMPRESARIA
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 20 103 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT LIVEAGENT With over 40 Agents, 12 languages, 20+ partner URLs and around 10,000 chats/tickets per month (and growing), I knew we needed to upgrade from the basic chat app that we had when I first took on this role. I immediately suggested LiveAgent. I had introduced it before to another company and I knew what it was capable of - Unlimited Agents, a personalised chat design for each partner, email, social media and phone integration via Twilio - all in one package, plus a whole bunch of extras - forums, knowledge base and suggestions - that we hope to implement soon. Oh, and all that for less than we were paying yearly for half the number of Agents.
LiveAgent is a fully-featured DAVID CHANDLER BETCONSTRUCT web-based live chat and helpdesk software. It harnesses the power of a universal inbox, real-time live We are using LiveAgent mostly for its chat feature. We like it because it is easy to use and offers great chat, built-in call center, and a functionality, such as useful reporting features and process automation. Furthermore, it is easy to integrate robust customer service portal. into our own user system through the API that is being offered. Finally, it is really fast, easy and fun to learn LiveAgent streamlines all of your and their customer support is always helpful. Thanks for the good service. customer interactions into an SISSY BÖTTCHER integrated, seamless hybrid STUDYPORTALS ticketing system where everything is easily accessible and manageable. Advanced Managing a growing Ecommerce platform, we approached a number of live chat providers to automation features, rules and ensure we could give instant feedback to our customers. We've found LiveAgent were by far the vast amounts of integrations best, offering so many different features in and around the live chat function that really create powerful customer service facilitated the customer journey. software for businesses of all sizes. MATT JANAWAY THE WORKPLACE DEPOT Join companies like BMW, Yamaha, Huawei and Oxford University in providing world-class customer service. Start your free trial, no With LiveAgent we’re able to give our customers support wherever they are. Facebook, Email, credit card required. LiveAgent has Chat – it doesn’t matter for our team, we simply answer the questions and offer solutions. It also works very stable and fast with a great support from the LiveAgent team. served over 150M end-users worldwide and is the most CHRISTIAN LANGE LUCKY-BIKE reviewed and #1 rated live chat software for SMBs in 2020.
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 21 98 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT OLARK As an eCommerce business owner and marketing expert for over 12 years, I can attest that Olark Chat is one of the most efficient and reliable live chat solutions out there. I was able to install Olark in less than two minutes, and the features that are available with Olark have helped me generate thousands of opportunities for sales.
SERGIO AICARDI OWNER, THE MIAMI SEO COMPANY Olark is the most beautiful and effective way to talk to your customers for sales and support. If one person is on the phone, then the rest of the team is disrupted by calls. With chat, they can And they make it super easy for still multitask and chat with visitors while performing other functions. Olark has changed the you! Solve customers' problems volume of calls we get. Some people know that if they go to our website and chat, they are before they have a chance to click speaking right to a director and can get their questions answered. away. Give them the answers they SAMANTHA BUNDY need immediately and gain ASSISTANT DIRECTOR, KENNOLYN CAMPS powerful insights about what Olark wants for relationships that last. Olark has powerful features to give We have Olark integrated within our application interface so our customers can start a live chat or contact us when we are offline directly from their dashboard. We push all the pertinent customer information to Olark via the Olark Javascript API. you access to visitors and This insures that our customers do not have to fill in any data when they contact us. Then, we have Olark send all chat behaviors. Make your business transcripts and contact messages to HelpScout (our help desk software) and create support tickets for customer (and your site) look good and keep interactions. In addition, we use the awesome Targeted Chat feature in Olark to automatically route new visitors to Sales or Support teams based on URLs. Love it. customers coming back. MICHAEL GENELES PITCHBOX
We set it up so when a user clicks the 'report this profile' button, it fires the Olark chat box. If we're online, we can chat with the user and make changes in real-time. If we're offline, the customer can submit an email via the chat box. We just add a little metadata to the email so it's easier to find that profile, and then fix it.
JEREMY FRAZAO VP OF ENGINEERING, CONSPIRE
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 22 74 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT SNAPENGAGE SnapEngage is a very clean light chat program that you can deploy right into your website. We have used the Chat to Lead functionality and it works great. We have also been using their Chat to call feature, which has increased the touch points to our customers, which adds to a better bottom line. With SnapEngage great reporting we are able to see how people navigate our site and where they may get confused. We'e very happy with the product that SnapEngage has provided and would recommend it to anyone, SalesForce user or not.
DANIEL CEO, OLEJO 70% of SnapEngage clients come to us from another chat provider. Why? Because we're focused on SnapEngage live chat enables us to respond to customer questions and support requests in outcomes that have a powerful real-time. The ability to have a live conversation with a customer while addressing their needs impact on your business. With over has improved our customer service and also provides valuable insight into future feature 21,000 users in 87 countries, development opportunities.
SnapEngage clients consistently RAY see better sales conversions, CEO, MAVENLINK higher CSAT/NPS and lower cost per interaction after switching to SnapEngage. Our fully-featured We were up and running with Live Chat and a Feedback Form within minutes. When weighing solution offers robust CRM & Help development time cost against features and functionality, SnapEngage was the best out there. Desk integrations, is HIPAA & PCI Our customers have loved the Live Chat option, and we've been able to increase engagement compliant, available in 30+ and user conversions by integrating SnapEngage into our product. languages and includes advanced LEAH FOUNDER & CEO, TASKRABBIT analytics to prove ROI.
Our sales team is extremely happy with our SnapEngage experience. Their wickedly friendly setup, easy to navigate chat controls and outstanding customer support have increased our team's sales productivity and close rate by over 35%! Our live chat leads are converting into sales efficiently and quickly because of SnapEngage. We couldn't have made a better choice.
DWIGHT SALES DIRECTOR, PV DEPOT
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 23 45 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT WHOSON We have initially set up WhosOn with just the basic features, but we’ve already seen a positive impact on our capabilities as a team. Our agents can respond to customer queries without having to transfer people from department to department, and customers feel that they are getting an overall improved service. Despite live chat still being one of our smallest channels of communication for customers, with approximately 110 enquiries per month, the feedback we’ve received from customers who have used it is first-rate. We did a review of user’s satisfaction levels and live chat came out on top, with 83 percent rating the service as excellent.
WhosOn is a hosted or JOANNE SHAW on-premises live chat solution that CUSTOMER SERVICES OPERATIONS MANAGER, TAMWORTH BOROUGH COUNCIL comes complete with real-time visitor tracking and analytics. WhosOn has been a leader in the Live chat is a service that addresses autonet’s document related challenges by innovatively live chat space for 15 years, and is collecting and verifying documentation from customers electronically in real-time. Not only has a time-tested, ever-enriched the system streamlined processes and efficiencies in order for autonet to stay competitive, it has solution. Today, WhosOn is the also improved both the customer journey and staff engagement. longest provider of chat in the UK CHRIS MCDONALD and an established international HEAD OF TELECOMMUNICATIONS, AUTONET INSURANCE brand. It is used in over 50% of the world’s countries, across six continents and in many different The pre-chat survey and ability to see what the customer is typing is very useful and helped me find the necessary information while they were still asking the question. It resulted in a faster response and a better customer experience. I also industries and languages. really like the ability to monitor chats and whisper messages to colleagues. It allows us to collaborate more easily and share knowledge of our many different products. This feature allows us to get assistance in real time on products we may not know without having to bounce the customer around.
KATIE WALLWORK TECHNICAL ACCOUNT MANAGER, SCHNEIDER ELECTRIC
WhosOn is used extensively for lead generation. We automatically push proactive chat invitations to those visitors that are highly engaged on our website; as a result we are getting a significant return on our investment. We are also impressed with the speed of deployment and the efficiency of the technical support team, who are always available to answer any enquiries we have about the WhosOn solution.
HEAD OF MARKETING DIRECT RESPONSE
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 24 32 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT GOMOXIE Our customers told us that when they are quoting small commercial accounts they want an online experience similar to large retail websites where they can receive immediate attention to win the business and move on to the next account. Live chat enables ICAT to be responsive, in-real-time, and provide fast, convenient, and relevant support to our brokers as they navigate the process.
MICHAEL FERBER CHIEF INFORMATION OFFICER, ICAT Today’s consumers are expected to navigate an increasingly complicated digital world. Pain We chose [Moxie Software] as they were able to demonstrate how we could improve customer points throughout the customer satisfaction and retention while increasing revenues and agent productivity by using the [Spaces journey cause frustration and by Moxie™] multi-channel customer support-driven software - Moxie’s chat and email solution. hesitation, ultimately leading to IAN BODSWORTH abandonment. goMoxie OPERATIONS MANAGER, EPSON AMERICA proactively guides users throughout the online journey, creating self-sufficient and Four months after deploying goMoxie CONTEXT, the company saw a 50% reduction in self-assured customers, which chat volume, and a 10% reduction in phone volume, all while growing the business. leads to dramatically improved The vast majority of digital engagements are now automated, and customers can still conversion rates, an increase in escalate to agents for more complex issues. up-sells, reduce repeat contacts, and faster company growth. Create BOSCOV’S certainty, empower customers, and get results with goMoxie.
Moxie’s Chat Spaces has helped improve patient care in our client facilities by providing great flexibility to our customers. And, internally, the solution has helped us increase operational efficiency and representatives’ productivity.
ANDREW GABRIEL OPERATIONS SUPPORT SUPERVISOR, VRAD
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 25 2021
SUMMER 2021 Live Chat Software Category
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 26 27 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT HELPONCLICK So far, HelpOnClick is the only live chat software that I have found that meets all my business needs, including: ability to use on several websites but monitor from one system; social media tags; saving the history and contact information; saving common responses alerted by sound on incoming chat; leaving e-mail when operator not available, and much more. Thanks for helping my startup get off to a great start!
MICHELLE BEAUDET-SMITH HelpOnClick is a Live Chat software PRESIDENT, E-MEND SOFTWARE and Help Desk software for your online customer support. A one-stop shop for all your sales HelpOnClick has been a great addition to our website and enhanced our sales force to deliver and customer support needs, better results, ensuring we are always contactable via the simplest of routes. Affordable and HelpOnClick's Live Chat is the simple to use, I've been really impressed with the service and will continue to use this. headline product, used and loved DANIEL PEACOCK by thousands of customers. DIRECTOR, PROPERTY SECRETS HelpOnClick's Help Desk software is a new product that helps you track all communications with your We love this software. It has enabled us to allocate a half dozen employees to take care of our current and customers. Their business is not potential customers, without them having to call in or submit a ticket. This has really reduced the calls in to only software, but also our office and I think the employees really do like it better than speaking with people on the phone. This service is instant, and I really think we are gaining sales because of it. forward-looking management, creative marketing, high-end DWAYNE BOND SOFTWARE DEVELOPER, NATIONAL DRIVER TRAINING development and dedicated customer support. They build the company that you would love to HelpOnClick's Chat app has allowed us to easily handle customer questions. We've reduced call volumes and increased work with. customer service. At first our chat volumes were low but then we setup auto invitations and things really ramped up. Unlike many other chat providers HelpOnClick offers a desktop client. This allows sales staff to not be dependent on their web browsers. It looks more professional over all works better. I only wish we had done this sooner. I recommend HelpOnClick for anyone looking to get into chatting with their website users. The price point is very reasonable and allows us to test things out without fearing new big expenses.
SASHA SHTERN BATH & GRANITE
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 27 65 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT LIVEADMINS LiveAdmins has definitely increased and improved our connection with incoming website traffic. The LiveAdmins chat feature has brought us some great leads that might have been lost otherwise. We've found the "chatters" to be extremely friendly, responsive, and accurate while engaging with visitors on our website. We consider them to be a part of our Exact Solar team!
DARA BORTMAN VICE PRESIDENT MARKETING & SALES, EXACT SOLAR LiveAdmins is a leader in providing multilingual live chat solutions and services that enrich online visitor experience, customer satisfaction I would highly recommend LiveAdmins. We receive a large volume of online chats that have led to business. People appreciate the option to chat live with someone at various hours and the bottom line of businesses throughout the day. It gives our clients an additional way to contact us and be heard. of all sizes. LiveAdmins offers the most innovative and easy-to-use SUSAN THOMPSON AGENCY MANAGER, COLDWELL BANKER BERMUDA REALTY live help solution, allowing businesses from a variety of industries to provide instant online LiveAdmins has been a great asset to our sales department. We have been able to grow our Live Chat into Facebook customer support and proactively Marketplace listings, with Facebook Messenger chat service to text service. One of the greatest features of LiveAdmins is their sell their products and services. ability to shape the chat around our own dealership culture. When Covid-19 restrictions changed how we did business, LiveAdmins strives to provide your LiveAdmins chat team conveyed all of the changes to our customers in a timely manner. I highly recommend their services to anyone interested. website visitors with the best KRIS DOUGHERTY possible online experience - one SALES MANAGER, PROGRESSIVE AUTO SALES that resonates your brand. Over the years, live chat has evidently become the preferred mode of By using LiveAdmins to handle our chat we have seen an increase in chats to lead conversion. They keep the customer service available around customer engaged by their friendly and professional approach. We are extremely happy with the service the clock. Their solutions are fully that LiveAdmins provides. They are always there for us by keeping everyone on track and up to date, customizable, easy to set up and especially during these uncertain times. We would highly recommend them. always online, catering to over 10 LAURIE WHITSON industries across 8 time zones. DIGITAL MARKETING ASSISTANT, LARRY HUDSON
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 28 20 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT LIVEHELPNOW Integrating the Live Chat System into our website has allowed us to better serve our customers by speaking to them directly, in real-time. Any customer inquiries or issues can be resolved almost instantly by a live operator, and installing and customizing the chat window couldn't have been easier. Using Live Chat has also increased our company's bottom line by allowing us to assist customers much like a salesperson would do physically in a store. We would recommend LiveHelpNow software to any e-commerce site!
ROBERT MEIER PRESIDENT, BABY SUPERMALL LiveHelpNow is to enable companies of all sizes to facilitate meaningful customer service LiveHelpNow provides many features that our former chat system didn't have. Making ourselves accessible in more than interactions. They provide a just one way has really increased our level of customer service. The ability for students to create tickets when we are offline complete customer service is a big plus as well. Also, the FAQ Dashboard serves as a great resource for frequently asked questions we receive. Most importantly, I love the customer service that the company provides. There's never been a time when my questions were not software suite that brings personal answered. attention, timely responses and PHONG YANG motivating incentives into the sales COUNSELOR, CALIFORNIA STATE UNIVERSITY and support process of each and every business. LiveHelpNow solutions make real customer Integrating LiveHelpNow's Chat System with the Knowledge Base and Callback System has dramatically improved the relationships possible, fueled by efficiency of our outreach efforts. By giving our agents access to all of our company information at a moment’s notice they are able to answer client inquiries quickly and accurately, so that users can research and book accommodations in the data shared and exchanged Florida Keys as smoothly as possible. Additionally, LiveHelpNow has allowed us to give our clients the option of speaking to effortlessly by both parties, a live operator through the Callback System as well as chatting with an operator in real time, which keeps all of our facilitating relationships that set customers satisfied. their clients apart from their CLINTON BARRAS DIRECTOR OF SALES AND MARKETING, FLORIDA KEYS competitors.
LiveHelpNow’s live chat system has enhanced the way that our company handles customer service. We can connect with our customers in an instant, all while learning more about them than ever before. We can tailor our marketing services to various organizations all while growing our business. Additionally, all of our support needs are met in a timely manner by the LiveHelpNow staff, should we ever have questions. We would recommend this product in a heartbeat to anyone looking to change the way they do business.
JOE RANGEL DIRECTOR OF CUSTOMER EXPERIENCE KEY ACCOUNTS MANAGER, OUTREACH
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 29 73 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT PROVIDE SUPPORT LIVE CHAT Provide Support’s live chat feature has allowed us to offer an additional channel through which our customers can contact us. One very handy feature is the canned responses. We are able to send required documents to our customers via direct weblinks by embedding them right into the canned response. So when our customers click on the link it takes them directly to the online form versus having to send them a pdf that has to be downloaded and opened.
TATE TOOLEY IT MANAGER, BLOSS & DILLARD, INC. Provide Support Live Chat is a powerful customer support tool. It allows you to help customers instantly via live chat, see their Since 2004 we've utilized the ProvideSupport Live Chat Software on all of our websites. Even more, if you're a webmaster you can sign up for the affiliate referral program and offer it to your clients as we have been doing. With just a little effort navigation through your website in the sales will pay for your account and then some. Interesting thing I've noticed with our website is that we've had a toll free real time, guide them, and offer number and live chat for clients to choose from. Over 80% of our sales come from the live chat. Thank you for creating such an amazing tool we're happy to share with others! assistance proactively. Provide Support offers one of the most SCOTT SNERDEY LAWRENCE FOUNDER, CHIEF EXECUTIVE OFFICER, PRESIDENT, SNERDEY WEB DESIGNS reliable Live Chat services on the market. The company was founded in 2003 and has proven its We have been very pleased with Provide Support's live online chat system. We used another similar service previously and credibility. With Provide Support decided to switch to yours because it had more of the features we wanted and was a better value. Since switching, both our Live Chat you get: All features employees that use it and our customers have been very happy. We enjoy being able to separate our chats by department included in any plan Unlimited so the customers are directed to the right person. And the emoticons allow our chat operators to add some personality and extra friendliness to the chats, which we feel makes our customers more comfortable. We also love having transcripts of number of chats Multiple domains each chat emailed so we can refer back to them later. That comes in very handy. support at no extra cost Flexible DONEEN ST.JOHN chat window and chat button CO-OWNER, BITTER CREEK CANDLE SUPPLY customizations Embedded or popup chat window Operators grouping and unlimited We used another chat client previously, and switched to Provide Support mainly because the value far exceeded the departments File transfer Flexible competitor, while still providing us with a great chat interface. The code and instructions are clear and easy to use, and Provide Support does just that - they provide great support to their clients. When I contacted Provide Support for technical chat access restrictions Powerful support, they were very knowledgeable, helpful, and patient! The chat icon looks great on our website, and we love that our chat statistics Chat agent apps clients have the option to contact us online! Thank you, Provide Support. included into price Unlimited live JENNY CLEVELAND product assistance 24/7 ACADEMIC PROBLEM SOLVER, INSPIRE IN-HOME TUTORING
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 30 119 Total Customer References VIEW ALL REFERENCES
Featured Testimonials
ABOUT TAWK.TO It’s amazing that a person can come to our website, they can talk to a tawk.to person, get their questions answered, and purchase the product. And this could be at 1 AM in the morning.
JOHN POLIDAN CHIEF EXECUTIVE OFFICER, FOUNDER, UFM UNDERWEAR We're changing the way businesses communicate with customers, making real time a real thing. Working with tawk.to has been an integral part of our business. They have always gone above and beyond to treat our business as their own and assist our customers as if they were their own customers. Would absolutely recommend tawk.to's services. During these difficult times with COVID-19 we've been able to expand our support team while our in-house support team has been forced to work from home. This was incredibly important as we originally had to scale back our phone support. With the help of tawk.to we have once again around the clock email support, 24/7 live chat and phone support during business hours. tawk.to handles everything professionally and quickly. Would absolutely recommend tawk.to.
AARON INSPIRE UPLIFT
tawk.to has been such a fantastic platform. It's so important to have a channel to talk to customers online, in real time.
MIKE VASAVADA DIRECTOR, MOBIDDICTION
I was incredibly happy when I discovered tawk.to, because I had been searching forever for a live chat software that I could afford.
MELISSA STRAWN CHIEF EXECUTIVE OFFICER, MYPEOPLENOW
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT Live Chat Software Category 31