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Live Chat Software : Summer 2021 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.
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