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GetResponse

GetResponse Increases Customer Retention and Decreases Churn with Faster Customer Service

GetResponse

Challenge:

Increasing Customer Success Team availability for more than 350,000 customers.

Solution:

Introducing LiveChat to offer quick service to multiple customers at a time.

Results:

Increased customer retention through improved customer service.

CHALLENGES

With so many competitors on the market, your business needs to stand out to keep customers interested. You can enter the feature rat race or look to other ways of adding value to your product like quicker, more reliable customer service. You could fare much better compared to your competitors if you began providing 24/7 customer service or if customers didn’t have to wait in a line to get in touch with you.

GetResponse is one of the biggest email marketing providers out there. With more than 350,000 customers in 182 countries, they provide email marketing services to both small and big businesses all over the globe. Marcin Łańcucki, Customer Success Director at GetResponse, says:

”GetResponse offers a complete suite of simple-yet-powerful solutions, scaled and customized for small and large companies. We design our tools for organizations that want to implement effective, high-impact campaigns that drive marketing ROI.”

GetResponse wanted to stand out from its competitors and offer top-notch customer service. They wanted to answer the increasing number of customer questions while keeping the contact quality high. Here’s why they decided to use LiveChat to reach that goal:

“We were looking for a solution that provided the appropriate value for the cost. LiveChat is faster and more affordable than other traditional communication tools.”
GetResponse customer story with LiveChat

SOLUTION

With such a vast customer base, you can imagine the demand for contact is pretty big for GetResponse. And you’d be right. To answer the increasing number of contact requests, GetResponse decided to give LiveChat a try. The GetResponse team also wanted to provide 24/7 customer service to make their offering even more appealing to customers. On top of that, they also wanted to “improve support availability, the time of response, and overall customer satisfaction,” Łańcucki said.

Implementation details

Introducing all those improvements to their Customer Success Team wasn’t a small task. Only a large enough team could handle that kind of support demand. This is why GetResponse has 25 concurrent Customer Service Agents working from Canada and Poland. As Łańcucki stated, their agents can ”chat with three customers at the same time,” making it possible to handle a bigger number of questions. That would be impossible with communication channels like phone and email.

Apart from providing an efficient service, Łańcucki said that the data-gathering aspect of LiveChat was also a significant benefit for GetResponse.

”LiveChat also helped us to understand customer behavior better. We can view the pages they log into and also tag the problems they experience or report.”

The customer details — like the current web page, location, or the tagging feature — allow GetResponse to understand their customers’ needs better. Those details also help GetResponse categorize those needs to find out how frequent various cases are.

GetResponse customer story with LiveChat

The GetResponse team prepared an extensive integration of LiveChat and their in-house Customer Support System. The integration makes all chat transcripts available in their system, allowing agents to easily check on various cases. “As a result, we can analyze the quality of the interaction and build and modify detailed statistics to match our current needs,” Łańcucki said.

Two additional aspects of LiveChat that the GetResponse team uses are the supervision feature and the mobile app. Supervision allows the more experienced agents to jump in and help their colleagues with more challenging chats quickly. Mobile apps enable agents to move freely around the office without worrying that some chats will go unanswered.

RESULTS

Great service leads to better customer retention

Making customer service more available on their website turned out to be a big win for GetResponse. “Since LiveChat allows us to gather more feedback than any other communication tool, we’re able to retain more customers and lower customer churn. We learn about our customers’ problems and expectations and respond to them quickly. As a result, more customers stay with us longer, and we manage to keep them highly satisfied,” Łańcucki concluded.

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