Live Chat Client Stories | Industry adoption & Deployment Successes
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The Latest Live Chat Deployments delivering value in Retail
The Dufresne Group
- Retail
- Large
Winnipeg, Canada
The Dufresne Group used Acquire's customer engagement platform to shift from in-person to digital sales during COVID-19. They first used... Acquire Video Chat to cut technician inspection visits in half, saving costs and speeding up service from 10 to 5 days. When the pandemic hit, they moved Acquire tools to sales, launching live chat and chatbots. In two weeks, virtual sales chats jumped from 100 to 1,000, driving a one-hundred-fold increase in online sales. Features like cobrowsing, video tours, and translation helped keep customers engaged and business stable.
Freshservice unified 8 of Carrefour Belgium’s 15 helpdesks in just 3 months. The new self-service portal simplified incident management and... improved agent satisfaction. 350 agents now support IT, logistics, HR, and more from a single platform. Legacy systems like BMC Remedy, Google Sheets, and email were replaced. Agent productivity and user satisfaction soared with automated workflows and better service request management.
Velaro's AI-powered live chat helped IWA Wine Accessories boost sales and customer loyalty. The seamless NetSuite integration gave agents real-time... customer data, making support faster and more personal. IWA reduced its reliance on external call centers and improved conversion rates. Customers who used chat had an average order value twice as high as others. Their lifetime value was 2.8 times greater than the average online customer. Chat agents earned a 4.9 out of 5.0 star rating for customer satisfaction.
Smartsupp's Mira AI-winkelassistent lost 70% van de klantvragen van Pidilidi op. De AI-chatbot ondersteunt klantenservice in vier talen en automatiseert... 85% van de customer care-activiteiten. Pidilidi zag een stijging van 20% in de gemiddelde bestelwaarde en een toename van 25% in chat-gestuurde verkoop. De AI biedt snelle, nauwkeurige antwoorden over producten, maten en retourzendingen. Hierdoor hoeft het team nog maar 50 gesprekken per maand handmatig af te handelen.
Kommunicate helped Epic Sports automate customer support using a hybrid human and bot solution. Epic Sports integrated Kommunicate’s chat platform... with Google Dialogflow in just one day. The company automated many repetitive customer service tasks. As a result, Epic Sports automatically resolved 60% of incoming customer service requests. This reduced emails and phone calls, helping control support costs and improve customer experience.
Clickatell helped Builders Warehouse improve post-purchase support for appliance buyers. After a purchase, customers received a WhatsApp message offering installation... help. 70% of customers engaged with the WhatsApp outreach. 27% of those bought installation services. The WhatsApp channel achieved a 60x higher conversion rate than in-store upselling. This made the process easier for customers and increased revenue for Builders Warehouse.
FPT Shop used Subiz Live Chat to help customers faster. Before, their website had many questions that the comment feature... could not handle quickly. With Subiz, FPT Shop answered all customer questions in just 10 seconds. They used real-time chat, survey forms, and API triggers to manage chat flow. As a result, time on site increased and successful orders grew by 23%. Customers were happier with the fast support.
an online retailer that specializes in selling outdoor gear and equipment
- Retail
SiteGlue AI's SmartChat agent helped an online retailer improve customer service and lead generation. The retailer's old chatbot could not... understand natural language or route leads well. SiteGlue AI's integration with ChatGPT fixed these problems. The SmartChat agent gave accurate answers and sent leads to the right department. The business saw better customer service and more leads after using SmartChat.
Sideshow used iAdvize's AI Shopping Assistant to help expert collectors get detailed product advice. Their customers ask complex questions about... authenticity and craftsmanship. Old chatbots gave generic answers and did not build trust. With iAdvize, Sideshow gave accurate, brand-controlled guidance on every product page. This led to an 8x increase in conversion rate and 94% customer satisfaction.
Olark live chat helped VPS Underfloor Heating reduce phone and email inquiries for common questions. The small team of three... now spends more time on high-value orders. The Cart Saver feature, integrated with WooCommerce, lets agents see customer carts in real time and offer targeted help. This gives VPS a competitive edge and helps close more sales. Olark also keeps customer service personal as the company grows.
LiveHelpNow live chat helped CPAP. com improve customer satisfaction scores by 15%. The team used live chat to answer questions...quickly and accurately. They set up satisfaction surveys to get instant feedback. The new chat system made it easier for customers to reach support. The Live Help Bot reduced incoming chats by 60% by helping customers find answers on their own.
LiveHelpNow live chat helped CPAP. com improve customer satisfaction scores by 15%. The team used live chat to answer questions...quickly and accurately. They set up satisfaction surveys to get instant feedback. The new chat system made it easier for customers to reach support. The Live Help Bot reduced incoming chats by 60% by helping customers find answers on their own.
Provide Support Live Chat helped Quality Logo Products boost sales by making web chats their second-best converting channel after phone calls. The company needed... a reliable live chat tool to meet customer expectations and support their online ordering system. Provide Support delivered a rock-solid, easy-to-use solution that worked 100% of the time. Live chat improved customer satisfaction and allowed for instant, personalized help. Customers valued the privacy and quick responses, turning pain points into sales opportunities.
Airy automations helped Endy, a leading online mattress brand, cut social care costs by 50%. Endy used Airy's Messenger chatbot... plugins to automate FAQs and order updates, achieving a 100% first response rate. The solution integrated with Zendesk and improved customer satisfaction, with CSAT scores over 90%. Endy's support team now focuses on unique requests, while customers get instant answers. Automated customer support made Endy's service more personal and efficient.
Intercom helped Simply (formerly JoyTunes) cut support response times from 10 hours to just 90 seconds. The company restructured its... support team and used Intercom’s Inbox to handle all learner queries faster. Automation and self-service features resolved 20–30% of common questions instantly. Learner satisfaction rose, with a 6.3% increase in 5/5 CSAT scores. Simply now delivers fast, joyful support to millions of users worldwide.
Comm100 Live Chat helped UNIwise support 19,009 exam chats in 2024, with a 98. 49% acceptance rate. UNIwise needed a...scalable live chat for real-time help during online exams. Comm100 enabled fast, reliable support for thousands of candidates and invigilators. The solution adapted to high chat volumes during peak exam periods. UNIwise improved exam support quality and user satisfaction with Comm100.
Comm100 Live Chat helped UNIwise support 19,009 exam chats in 2024, with a 98. 49% acceptance rate. UNIwise needed a...scalable live chat for real-time help during online exams. Comm100 enabled fast, reliable support for thousands of candidates and invigilators. The solution adapted to high chat volumes during peak exam periods. UNIwise improved exam support quality and user satisfaction with Comm100.
Impero Education Pro helped Alderman Peel High School support remote learning during Covid-19. Teachers used the software to broadcast lessons,... control classroom devices, and block distractions. The keyword detection feature alerted staff to student concerns for early intervention. The school saved over £1,100 by automating computer power schedules. Impero Education Pro improved student focus and reduced energy costs.
Richpanel helped Z Natural Foods automate 70% of customer support resolutions. The company unified web, SMS, email, and Facebook into... one inbox. This made agents faster and improved customer experience. Z Natural Foods achieved a 90% CSAT score. Now, 12% of support conversations drive revenue. Multi-brand support was set up for their second brand, Lean Factor.
Tidio helped Pastreez, a French macaron bakery, manage a surge in customer inquiries. The team used Tidio’s chat integration with... Shopify to automate responses and keep communication simple. This led to a 70% conversion rate on chat inquiries. Pastreez secured major corporate clients like Netflix and Google through Tidio. The solution also reduced email volume and improved customer satisfaction.
Varun Beverages used Jio Haptik's WhatsApp chatbot to automate dealer support for visi coolers. The solution enabled 71% end-to-end automation... of support requests. Dealers could quickly raise complaints and get maintenance help, reducing downtime. The WhatsApp bot handled 14,000 conversations each month. Dealer satisfaction reached 60%. This improved service accountability and streamlined cooler maintenance across thousands of outlets.
Sprai
- Information Technology And Services
- Small
Crisp helped Sprai improve customer communication and sales. Sprai uses Crisp to chat with website visitors in real time. The... team sends newsletters and manages email campaigns with Crisp. Mobile apps let them respond to customers anytime. Crisp brings the whole team together to handle support and sales. Sprai values Crisp for startups and its easy-to-use email tools.
Plivo
- Information Technology And Services
- Small
San Francisco, USA
Zoho Expense helped Plivo speed up expense reporting. The old paper-based process took almost two weeks and frustrated the accounting... team. With Zoho Expense, employees could submit expenses easily and managers could review reports quickly. Credit card integration removed the need for paper receipts. Advanced analytics gave the accounting team clear insights into spending. Automation saved time and made reimbursements faster.
Juvare
- Information Technology And Services
- Medium
Rocket. Chat helped Juvare speed up its emergency preparedness solution launch by six months. Juvare used Rocket.Chat for secure, scalable,...and compliant crisis communication. The platform saved $20,000 per incident and improved collaboration across agencies. Juvare met strict data residency and security needs using Rocket.Chat's flexible deployment. The solution enabled faster go-to-market and better community safety.
Gnatta's AI Assist tool helped a client reduce average handle time by 60 seconds during a free trial. The AI-powered assistant... lets customer care agents quickly summarize interactions and draft responses. Agents can switch languages, adjust tone, and add links with ease. The tool aims to boost productivity and reduce errors in contact centers. No specific client name or industry is mentioned in the case study.
Infinity-RTI used Vivocha’s platform to build a digital, cloud-based multichannel contact center. The main channel is live chat, used for... both online sales and customer support. A proactive engine lets Infinity-RTI engage customers in real time during registration. The solution won third place in the 2017 Technology Customer Management Award. The platform is hosted in the cloud through Amazon.
eGain Knowledge+AI helped Southern Water improve customer service. The solution enabled call centre staff to resolve 60% more enquiries in... a single call. Training time for agents dropped by 50%. Unnecessary call outs fell by 25% in nine months. Staff now access expert knowledge quickly and give better advice. The system integrates with their customer service and geographical information systems.
Userlike helped e-regio improve customer communication with live chat. e-regio wanted a simple, flexible chat tool for their growing online... business. The team worried about fast response times but found Userlike easy to use. They reduced chat slots and enabled audio alerts to help operators. Customers gave positive feedback, calling the chat modern and easy. e-regio uses proactive chat and post-chat surveys to keep service personal and efficient.
Unblu helped Raiffeisenbank reduce contact center load by shifting customer support to live chat. The bank trained a chatbot to... handle simple queries, freeing staff for complex cases. Service-to-sales offers in live chat and on high-intent pages boosted product conversions. In August 2022, 5% of live chat sessions led to new sales, rising to 8% in September. Co-browsing and live chat also supported a major customer migration after acquiring Equa Bank.
REVE Chat enabled Scotiabank Colombia to deliver real-time customer support at over 370 self-service kiosks. Customers accessed live chat, co-browsing,... and video or audio calls directly from kiosks, helping over 3.5 million users. The solution reduced wait times and increased digital transaction adoption to 60%. Customer satisfaction scores rose by 40% after deployment. In-branch staff handled fewer queries, improving operational efficiency and resource allocation.
Driving ROI and results: Understanding the Impact of Live Chat in Legal Services
Los Angeles County Public Defender
- Legal Services
- Large
Los Angeles, USA
Salesforce helped the Los Angeles County Public Defender digitize 107 years of paper records and consolidate 26 legacy systems into a secure cloud-based case management platform. The office, with... 1,200 employees, now manages over 140,000 client cases per year digitally. Attorneys access real-time client and case data from anywhere, improving preparation and client service. The new system streamlines legal workflows, enhances collaboration, and supports holistic representation. This transformation enables data-driven justice reform and better outcomes for residents.
Client Chat Live helped a law firm sign 30 new cases in 90 days. The firm used live chat to... capture leads from website visitors. This approach brought in over $350,000 in anticipated fees. The law firm relied on live phone transfers, text to chat, and CRM integration. Without Client Chat Live, the firm could have missed these valuable cases.
The Live Chat Blueprint for Better Selection Decisions in Automotive
Globalcast
- Automotive
Chat Outsource live chat support helped Globalcast, an auto trading company, increase car reservations by 50% in six months. Before using Chat... Outsource, website visitors were confused and left without making reservations. After adding live chat, 30% of those reservations turned into successful sales. Customer satisfaction rose to 94%. Globalcast saw a big improvement in online sales and customer service.
Gubagoo's Offer Builder helps Ken Garff Automotive Group improve customer satisfaction and lead capture rates. The tool lets the team... quickly build and send multiple payment options to buyers. Customers get a better payment selection experience with clear, custom options. The digital retailing process is now easier and more robust for both staff and shoppers. Ken Garff Automotive Group uses Offer Builder to simplify the car buying journey online.
Recent adoption and success with Live Chat software in Insurance
Zurich UK
- Insurance
- Very Large
London, UK
Zurich UK used LivePerson to improve customer engagement in insurance claims. They shifted from phone and email to digital messaging... channels, including WhatsApp and video chat. This change reduced the average claim settlement time to just 13 minutes. Messaging volume increased by 149% and customer satisfaction rose, with a +69 NPS. Agents can now help more customers at once, making the process faster and easier for everyone.
Recent adoption and success with Live Chat software in Entertainment
Wembley Stadium
- Entertainment
- Large
London, UK
LiveChat and ChatBot helped Wembley Stadium handle up to 8,000 customer inquiries per day. The AI-powered solution resolved thousands of... questions instantly, reducing support tickets and wait times. Sales teams now connect with qualified leads in seconds, not days. In just eight months, Wembley generated $1.5 million in extra revenue. Fans and clients get faster, more accurate answers during major events.
Marion County
- Government Administration
- Very Large
Tungsten Automation helped Marion County speed up warrant processing. Officers used to spend up to half an hour just traveling... to get a warrant signed. Now, with Tungsten TotalAgility and digital workflows, officers submit and track warrants electronically. The new system cuts warrant issuance from hours to minutes. Law enforcement can focus more on public safety instead of paperwork.
Darwinbox switched to HappyFox Helpdesk to solve process flexibility and speed issues. They needed a scalable, easy-to-use tool for their... growing team. After implementing HappyFox, first response time improved from 24 to 10 hours. The unlimited agents plan boosted team collaboration. HappyFox AI suggested 100 knowledge base articles, with 30% approved for ticket deflection. Darwinbox values the platform's admin flexibility and robust uptime.
Bell Canada used ProProfs Quiz Maker to solve training access issues for their large, distributed workforce. Many trainees could not... access the company network, making it hard to share training quizzes. ProProfs allowed trainers to easily create and distribute quizzes by sharing direct links. Trainers now access quiz results in real time, saving time on manual reporting. The solution is flexible and supports seamless collaboration.
Libas used Channelize. io's live shopping platform to connect with buyers and boost sales. Their first 30-minute live show had...1,458 viewers and a 7% engagement rate. Libas ran influencer-hosted shows, pre-promoted events, and offered giveaways and festive discounts. They used simulcasting to reach both website and Instagram audiences. Consistent show frequency and interactive features helped increase buyer engagement and conversion rates.
Motava redesigned the Applied Ceramics website. The new site includes a custom material calculator that gives instant pricing for Alumina... based on user input. The design is responsive and works well on mobile devices. Engineers and buyers can easily compare material properties using color-coded tables. WordPress powers the back-end for simple content management.
Driving ROI and results: Understanding the Impact of Live Chat in Hospitality
Global hospitality brand (100+ hotels)
- Hospitality
- Very Large
Emplifi UGC helped a global hospitality brand with over 100 hotels boost authentic content by 20%. The brand used AI-driven... tools to source and manage guest-generated visuals, saving hundreds of hours on manual curation. One guest campaign generated 314 video submissions, enriching their content library. Automated workflows enabled a consistent, engaging social media presence across all properties. The solution improved operational efficiency and strengthened the brand’s connection with travelers.
Recent adoption and success with Live Chat software in Construction
Zen Windows
- Construction
- Medium
Columbus, USA
Zen Windows used AnswerConnect to improve customer service across seven locations. Before, they had issues with missed calls and complaints... about their old answering service. After switching, they saw fewer complaints and better customer satisfaction. The AnswerConnect mobile app made it easy to track calls and messages. Integrations with ServiceMinder saved time and helped manage customer follow-up. Zen Windows now enjoys peace of mind and smoother business growth.
Onsite Storage Solutions
- Consumer Services
- Small
USA
Onsite Storage Solutions used tawk. to to improve customer service. They installed the free chat software and quickly saw hundreds...of chats from customers. As demand grew, they added tawk.to’s Hired Agent service for live chat support. This let them respond to customers 24×7, both before and after sales. The company set a new standard for customer experience in the storage container industry.
Exabytes used NovoChat to improve customer support and team collaboration. Before NovoChat, the team struggled with passing a support phone... around, causing delays and frustration. NovoChat’s shared inbox let multiple team members handle conversations and assign tasks easily. The platform helped Exabytes monitor service quality and reduce lead response times. Faster hand-offs and centralized chats led to better customer satisfaction and more sales opportunities.
Jobma helped Dynata improve their hiring process. Dynata used Jobma to streamline candidate interviews. The platform made it easier to... review and select applicants. Dynata benefited from faster and more efficient hiring. Jobma's video interview tools supported better decision making. The solution led to a smoother recruitment workflow.
HelpCrunch helped Fitlap improve their email marketing. Fitlap saw 11.5% more unique clicks on emails than the industry standard. They... earned €14.8 for every €1 spent on HelpCrunch. The platform enabled Fitlap to send timely, personalized messages. Fitlap's CEO praised the results from using HelpCrunch.
Driving ROI and results: Understanding the Impact of Live Chat in Financial Services
Oney Bank
- Financial Services
- Large
Lille, France
Oney Bank moved to the Genesys Cloud platform to improve customer experience using AI. The bank uses AI-powered analytics and... email processing to boost agility. Oney Bank plans to use agent copilot tools to further optimize customer interactions. The goal is to stay ahead of changing customer needs. The case highlights digital transformation in financial services with Genesys Cloud.
Parkway Hospitals
- Hospital & Health Care
- Very Large
Singapore, Singapore
KeyReply's PAM virtual assistant helped Parkway Hospitals in Singapore manage health queries during the Covid-19 pandemic. PAM answered patient questions,... booked appointments, and provided health tips across web, Facebook, and WhatsApp. The solution streamlined visitor registration and enabled quick contact tracing. Parkway Hospitals could update forms daily using KeyReply's low code platform. PAM surpassed business targets and improved patient communication.
