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Europcar Uses LiveChat to Turn Visitors into Customers

The company has seen a drastic increase in the number of chats that easily surpasses emails and phone calls as their customers’ preferred communication channel.

Europcar using LiveChat - case study cover

The challenge

A quick and hassle-free way to communicate with customers

A simple, 3-step buying process helps 2ndMove stand out. To make it even more streamlined, Europcar decided to look for a live chat tool. The goal was to get rid of a contact form and directly communicate with customers.

Europcar’s support team of 15 people uses LiveChat mostly for sales. Fleet remarketing coordinator, Hervé Epp, explained:

We wanted to make it easier for customers to talk with a 2ndMove sales representative. The chat widget is available on all 2ndMove pages, making it an additional communication support for our customers.

Hervé Epp, 2ndMove by Europcar

The solution

Pre-chat and post-chat surveys continually improve the service

With the chat widget available in 45 languages, Europcar offers multilingual support to their customers worldwide. This allows the company to greet domestic and international customers in their native language.

Before a chat starts, 2ndMove uses a pre-chat survey to collect a customer’s name and email. Once the conversation is finished, the company gathers customer feedback through a post-chat survey. The information they get helps to determine if customers are satisfied with the level of service they receive.

2ndMove’s customers can also send messages whenever there’s nobody available on chat, and they can be sure that their request will be answered as soon as agents are back online.

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A complement to other communication channels

Europcar noticed that LiveChat is an excellent complement to phone and email support. Since installing LiveChat on their website, they receive more chats than emails and solve customers’ issues faster. Sometimes, phone calls are unavoidable, though. Epp said:

LiveChat helps initiate conversations on the website, but calls are also required since some customers prefer to finish a case over the phone.

Hervé Epp, 2ndMove by Europcar

The result

2ndMove turns website visitors into potential customers over chat

There’s more to LiveChat than helping customers daily. Europcar noticed that when they send their marketing emails, they see higher traffic on their website, and the number of chats goes up. Epp explained:

When we send out high volume newsletter campaigns, the spike in traffic is reflected in the number of people using LiveChat. It helps us convert website visitors into potential customers, which is invaluable to us.

Hervé Epp, 2ndMove by Europcar

Having LiveChat as an initial form of communication for visitors increases the chances of turning them into customers. Quick and hassle-free communication is convenient for both Europcar and its customers, and it results in more visitors deciding to buy from Europcar rather than its competition.

Photo of Kuba Rogalski

Kuba Rogalski


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