
Green Retreats
LiveChat has helped to control the flow of communication into the sales office.
See our other products: ChatBot - AI bot platform | HelpDesk - support ticket system | KnowledgeBase - help center for website
Challenge:
Efficient way for customers to contact SmugMug’s team.
Solution:
Providing LiveChat from Monday through Friday for 12 hours.
Results:
Helping customers with critical issues, and reaching 94% customer satisfaction.
“We wanted to provide a way for our customers to have almost instant access to our Support Heroes, so we looked into providing live chat access to them.”One of the reasons they decided LiveChat was a good choice for them was because it integrated into the support platform they were using at the time. As Barb told us:
“LiveChat gave us the ability to have a simple chat feature that was easy to learn and use.”
“With message sneak-peek we’re able to ‘wow’ the customers by looking for answers based on what they are already typing.”Visitor info shows data about customers that allows for more personalized service. For example, when you know which country a visitor is from, you can potentially use it in conversation to make a better connection with the customer. As Denise told us, “We can tailor responses depending on what part of the world customers are writing from.” Another feature they like is chat archives and transcripts: “It’s always good to review and follow up on the cases.” They also use notifications to always know when there are customers waiting on the website. They use transfers when they believe a different person can handle a case better. As Denise said: “We seamlessly move the customer to another agent who can assist customers in a specific area.” SmugMug’s team also uses statistics and chat reports to improve the service they provide. According to Denise, “We cannot improve what we can’t measure.” With LiveChat, SmugMug can check their customers’ satisfaction, the average time it takes to handle cases and solve tickets and much more.