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Direct365 Uses Two Types of LiveChat Invitations to Get in Touch with Visitors

By implementing LiveChat on its site, Direct365 wanted to speed up query handling times and improve the overall interaction between the company and its customers.

Direct365 using LiveChat - case study cover

The challenge

LiveChat is one of the available contact channels

The company helps businesses by acting as the extra member of their team that works alongside them to provide help, support, advice, and excellent service across all their products and services. To deliver this service effectively, the company must stay in close touch with its customers. Direct365 makes that possible by keeping various contact channels open and available.

We chose to implement LiveChat to give our customers another point of contact to get in touch with us. We’ve found that our customers like to use a variety of channels for communication. Some people prefer calling or emailing, while others use social media or LiveChat.

Kristin Hodgkinson, Digital Marketing Manager at Direct365

By implementing LiveChat on its site, Direct365 wanted to speed up query handling times and improve the overall interaction between the company and its customers. Thanks to LiveChat, Direct365’s customer service team can easily track and monitor customer queries and issues. Agents can now identify and report potential problems more efficiently, leading to faster case resolution.

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The solution

Two kinds of chat invitations

Eight agents handle chats for Direct365 on Supplies and Contracts Service websites. However, they approach clients on each of these sites differently.

Agents on the Supplies site use the monitoring options to see which customers might require help and send manual chat invitations. Hodgkinson mentioned that they like seeing the origin of a customer’s visit, the page they’re actively looking at, and the duration of the time on the page. When they notice a visitor that requires help, agents can start a chat and offer help.

On the Contracts Service page, the chat invites are set up differently. Hodgkinson said the clients who access that page are automatically invited by customized greetings.

Direct365 can reach different types of customers by offering two types of invitations. When a hesitant customer switches back and forth between two product pages, an agent can start a chat to provide more information on those two products, making a choice easier. Customers looking into specific services receive automatic, contextual chat invitations. The invitations relate to particular services, making the conversion to chat more likely.

The result

Customers appreciate additional forms of contact 

They’ve responded well to those forms, and the company encourages them to use them for account queries, quotations, and questions about our product or service. What’s more, some customers mentioned LiveChat when leaving a positive online review, which shows how important it can be for customer satisfaction.

Since website visitors get their questions answered more efficiently, more and more of them convert into customers. Direct365 can quickly understand the nature of their questions and actively create an account if the customers are happy to go ahead.

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Kuba Rogalski


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