Touch Support’s Chats Translate to 30% Of Their Expected Revenue

The challenge

A natural solution for a support service company

Touch Support understood that their customer service was their business card. Although their customer happiness was already high, they decided to try opening an additional communication channel. It quickly turned out that the results exceeded their expectations. Brent Shreve, CMO at Touch Support, said:

“Our mission is based around improving customer experience. We wanted to improve our overall customer satisfaction by creating an additional support channel that was convenient and easy to use. It worked.”

Brent Shreve, Touch Support

The solution

Reasons for choosing LiveChat

They loved that their customers could get in touch with them immediately by clicking a chat icon. Another decisive factor was that they could reduce the number of phone calls thanks to real-time chat. Live chat lets them capture potential leads on their website, making them stand out from those competitors still using telephones and emails.

Other reasons for choosing LiveChat include a unique interface and ease of use. Shreve said it’s the best-looking chat platform on the market. The company also liked the platform’s versatility and web, desktop, and mobile versions.

We got LiveChat up and running on our website within a couple of hours. Our team was pleasantly surprised at the ease of implementing visitor tracking and the live chat code on our website.

Brent Shreve, Touch Support

Touch Support has seven operator seats used by 57 agents working from three offices around the globe and handles over 13,000 chats each month. They admit that they could not have done that without LiveChat.

Going above and beyond

Since the company provides customers with several global white-label support services, customization quickly became a critical feature. Implementing custom branding in chat windows was a must-have feature for Touch Support. LiveChat allows them to upload a unique company logo and perform CSS customization. They can also select their customer engagement graphics and add social media buttons to the chat window.

The agents can quickly address customers’ problems thanks to the message sneak peek. Seeing what a customer is typing in real time allows them to respond quickly. It’s also an important part of understanding a customer’s thinking process.

To get further insight into customers’ reasoning, Touch Support’s developers use data from API reports. They built their own business intelligence platform on top of it, which helps them measure customer satisfaction and give customers detailed recommendations on ways to improve their customer experience.

Customer satisfaction is also a point of interest for Touch Support’s management. They love chat ratings and the ability to add comments because now they always know what makes their customer happy and what bothers them. The company can quickly identify rock stars within its organization and target areas of improvement based on customer satisfaction reports.

Customers can reach Touch Support even on rare occasions when LiveChat reps are unavailable. They can use an offline form to leave a message that the support team will reply to as soon as it’s back online. Because of that, the company does not miss any opportunities and can respond to every question.

The result

Customer happiness goes sky-high

Before installing LiveChat, Touch Support’s customer satisfaction had already reached an impressive 84%. After the implementation, it bumped up by 11%. High customer satisfaction has a direct relationship with their sales.

So far in 2015, 24% of our new customers initially contacted our team via live chat, which translates into over 30% of our expected revenue.

Brent Shreve, Touch Support

LiveChat also helped to save countless hours on support interactions. On average, Touch Support technicians resolve issues within 34 minutes through their helpdesk. Customers that reach them via chat typically have their issue resolved in 9 minutes or less, nearly four times faster than before.

A perfect customer service tool

Touch Support is over the moon because of installing LiveChat on their website. They managed to quickly increase customer happiness and revenue at the same time. Ease of use and helpful features are also the reasons why the company recommends LiveChat to its customers.

Kuba Rogalski

LiveChat