Live Chat Software Category - SUMMER 2021 Customer Success Report - FeaturedCustomers
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SUMMER 2021
Customer Success Report
Live Chat Software
Category
Live Chat Software Category
Live chat is a messaging solution that your website visitors and
prospective customers can use to communicate with your support
agents in real time. Similar to phone and email, it is one of the
communication channels commonly deployed to provide customer
support.
Live chat combines the best aspects of phone and email. Your
customers can engage in effective two-way communication in real
time with your sales, support and other agents to get their queries
and issues resolved quickly and efficiently. The software captures
lead information and automates it to your CRM platform so that your
sales reps can nurture promising prospects.
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 2
Award Levels
Customer Success Report
Ranking Methodology
The FeaturedCustomers Customer Success ranking is based on
data from our customer reference platform, market presence,
MARKET LEADER
web presence, & social presence as well as additional data
Vendor on FeaturedCustomers.com with
aggregated from online sources and media properties. Our
substantial customer base & market
ranking engine applies an algorithm to all data collected to
share. Leaders have the highest ratio of
calculate the final Customer Success Report rankings.
customer success content, content
quality score, and social media presence
The overall Customer Success ranking is a weighted average
relative to company size.
based on 3 parts:
CONTENT SCORE
●
Total # of vendor generated customer references (case studies,
success stories, testimonials, and customer videos)
●
Customer reference rating score
TOP PERFORMER
●
Year-over-year change in amount of customer references on
Vendor on FeaturedCustomers.com with
FeaturedCustomers platform
significant market presence and
●
Total # of profile views on FeaturedCustomers platform resources and enough customer
●
Total # of customer reference views on FeaturedCustomers reference content to validate their vision.
Top Performer's products are highly rated
platform
by its customers but have not achieved
MARKET PRESENCE SCORE the customer base and scale of a Market
●
Leader.
Social media followers including LinkedIn, Twitter, & Facebook
●
Vendor momentum based on web traffic and search trends
●
Organic SEO key term rankings
●
Company presence including # of press mentions
COMPANY SCORE
RISING STAR
●
Total # of employees (based on social media and public
Vendor on FeaturedCustomers.com that
resources)
does not have the market presence of
●
Year-over-year change in # of employees over past 12 months Market Leaders or Top Performers, but
●
Glassdoor ranking understands where the market is going
and has disruptive technology. Rising
●
Venture capital raised
Stars have been around long enough to
establish momentum and a minimum
amount of customer reference content
along with a growing social presence.
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 3
2021 Customer Success Awards
Check out this list of the highest rated Live Chat Software based on the
FeaturedCustomers Customer Success Report.
* Companies listed in alphabetical order
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 4
2021
SUMMER 2021
Live Chat
Software Category
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 5
203
VIEW ALL REFERENCES
Total Customer References
Featured Testimonials
ABOUT BIRDEYE I am an agency client of Birdeye. In my opinion, they have the best tools for review management and webchat/messaging. I
have experience with two competitors, but Birdeye is the product we promote to our clients. Beyond that, our experience
with the Birdeye team has been exceptional. One of our largest clients was exploring another solution due to integration
with other industry software. Birdeye rallied the troops and figured out a solution that not only met their needs, but saved
the client thousands of dollars in fees. One of the founders of the company was even involved in identifying our client's
needs and the solution. That's going above-and-beyond!
MICHAEL SHIPLEY
Birdeye is an all-in-one Experience PRESIDENT, KAHUNA MARKETING
Marketing platform for
multi-location businesses. More
than 60,000 businesses of all sizes I love that I can manage reviews, send automated campaigns, and chat
use Birdeye every day to be found
online and chosen through listings,
with customers from one place. Birdeye makes the process so simple.
reviews, and referrals; be DOUG WISMAN
D AND G DEALER SERVICES
connected with leads and
customers on the channels of their
choice, and deliver the best
customer experience with surveys, Birdeye Inbox lets us connect, communicate, and respond quickly. We
ticketing, and insights tools.
answered hundreds of new chats from potential and existing clients.
Founded in 2012, Birdeye is
headquartered in Palo Alto, and DAWN HARSCH
THE MCGUIRE GROUP
led by alumni from Google,
Amazon, Salesforce and Yahoo.
Birdeye is backed by Salesforce
founder Marc Benioff, Yahoo We've doubled our monthly new client appointments, all thanks to Webchat.
co-founder Jerry Yang, Trinity The ability to reach out to each website visitor and answer questions wherever
Ventures and World Innovation I am, at any time of day is a total game-changer.
Lab. The company has been the
JASON HARTLINE
highest-rated Experience MARKETING CONSULTANT, SKINSPAMED
Marketing platform over the last 5
years on G2.
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 6171
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Total Customer References
Featured Testimonials
ABOUT DRIFT
We can chat with people quickly rather than playing phone tag. We usually
book a demo within 10-15 minutes on a chat rather than days of going back
and forth with someone.
LAUREN QUILTY
SALES TEAM LEAD, THRIVEHIVE
With Drift on your website, any
conversation can be a conversion.
Instead of traditional marketing
and sales platforms that rely on Drift delivers a great experience. Our prospects don’t have to wait days for a
forms and follow-ups, Drift response or field calls from an SDR trying to pin down a time for a meeting.
connects your business with the
Instead, they come to the site, open a chat, and book the demo.
best leads in real-time, like a virtual
UDI LEDERGOR
assistant for your website.
CMO, GONG
We introduced the chatbot in line with the inbound methodology to ensure that before a sales
team member spoke with a prospective client they were given relevant information and
qualified. In a 6 month period we have seen a 22.9% uplift in lead volume and a 15% uplift in
customers.
ADAM AIGBOKHAE
SIX & FLOW
The live demo scheduler is fully automated and the lead never has to leave the website. They put
in their email address and the chatbot shows them available time slots based on our Google
Calendar availability. If you’re managing a larger team, you can also have the bot
automatically round robin the leads or assign meetings based on geographic location.
KEVIN FONTENOT
DIRECTOR OF MARKETING, TRAINEDUP
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 7128
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Total Customer References
Featured Testimonials
ABOUT INTERCOM
Since switching to Intercom for live chat support, our team can handle
179% more cases versus our previous solution.
DANNY MATTESON
PUBLISHER SUCCESS MANAGER, DISQUS
Intercom offers the world’s leading
business messaging platform that
We try to keep our support outreach as proactive as possible. It makes for a much more
delivers real time contextual seamless customer experience if our customers know about an update or product issue before
communications to drive growth at they find it out on their own. We want to keep our users in the know as best as we can.
every stage of the customer Intercom’s outbound messaging makes this process seamless and scalable.
lifecycle. Intercom is the first to JUNE ZHANG
bring a real time messaging-first LEADS THE CUSTOMER SUPPORT TEAM, GURU
experience to sales, marketing and
support teams and offers the only
business messenger that powers We've found in-app messages to be the most effective way to increase
more than chat. Its Messenger and
suite of customizable toolkits are
engagement with our mobile users.
built on top of a platform that KATIA OVERSBY
COMMUNITY OPERATIONS CONSULTANT, SIDEKICKER
creates brilliant and personal
experiences for businesses and
customers. Intercom has over
30,000 customers and powers 500 We're generating great leads, and with live chat, our sales team is able to
million customer conversations make sure that prospects get the proper and fast attention, at exactly the right
each month.
moment.
KATE SWANBERG
GROWTH PRODUCT MANAGER, TRADESHIFT
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 8191
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Featured Testimonials
ABOUT LIVECHAT Integrating Lift Kits 4 Less Magento store with LiveChat was really seamless and it didn’t take
more than a few clicks. LiveChat turns out to be even more valuable to e-commerce businesses
with some nice features like automated greetings or sales tracking. It can really give you
valuable insight based on your conversations, to optimize the way you communicate with your
customers.
TIM CORONA
Best live chat and help desk NATIONAL SALES MANAGER, LIFT KITS 4
software for customer support and
online sales. LiveChat helps to
build a level of trust with people
browsing the website and makes
We have found that we get 10% more engagement on the website when LiveChat is
them more likely to make a
available. With thousands of visitors going to the site each month, this 10% goes a
purchase. Increase overall
long way to keep users on the site for longer and increase conversions.
customer satisfaction through a ROBYN SPYERS
MARKETING OFFICER, MR LENDER
more personalized way of
communication with LiveChat.
Over 28,000 companies rely on
LiveChat in their everyday duties. We were looking for a solution that provided the appropriate value for the
Some of the major ones include: cost. LiveChat is faster and more affordable than other traditional
Ikea, Acer, Samsung, RyanAir, communication tools.
PayPal, Kaspersky Lab, LG, Suzuki,
MARCIN ŁAŃCUCKI
and Renault. Try LiveChat for free! CUSTOMER SUCCESS DIRECTOR, GETRESPONSE
LiveChat has been an integral tool in doing this because it has kept us close to
our clients. There is an easy flow of feedback due to LiveChat’s reliability and
ease of use.
JON MALDIA
LEAD SUPPORT, ACTIVECAMPAIGN
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 9164
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Total Customer References
Featured Testimonials
ABOUT LIVEPERSON LivePerson live chat has helped us better connect with our site visitors by extending our in-store
brand to the online channel. In addition, the ability to highlight and communicate seasonal
campaigns to website visitors has helped us achieve good online revenue growth.
EVE HENRIKSON
LivePerson, Inc. offers a cloud HEAD OF ECOMMERCE, TED BAKER
based platform that enables
businesses to proactively connect
in real time with customers via
LivePerson live chat has quickly become an extension of our corporate
chat, voice, and content delivery at
the right time, through the right culture of personalized customer service.
channel, including websites, social DILLON GONZALES
media, and mobile devices. This MARKETING SPECIALIST, LANDINGS CREDIT UNION
"intelligent engagement" is driven
by real time behavioral analytics,
producing connections based on a Working with the Live Chat platform makes it easier for us to engage with our
true understanding of business
customers and direct them to the appropriate department for quick
objectives and customer needs.
resolutions. It’s good for them – it’s good for us.
SUHAIB LOGDE
HEAD OF MARKETING, EUKHOST
One of the things I love about Live Chat is that it raises the visibility of text and allows me to analyse it much more easily
that I can do with voice. We get immediate feedback from our customers on the chat agent call sheets which we can
analyse and then use to improve our website & overall customer service performance. We chose to work with LivePerson
because they are clearly a leading exponent of this new & important marketing discipline.
COLIN MCDOUGALL
HEAD OF DIGITAL, SUN LIFE DIRECT
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 10326
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Featured Testimonials
ABOUT ZENDESK MESSAGING
As soon as we put live chat on the website, people felt like connecting to an
agent directly increased the likelihood of getting the best rate available. It was
good for business.
K’LEE CHALLINGER
SOCIAL MEDIA OPTIMIZATION AND REAL-TIME CUSTOMER SERVICE MANAGER, MINOR
HOTELS
Zendesk builds software for better
customer relationships. It
empowers organizations to
Using chat, you get more context because it’s one person asking a number of different
improve customer engagement
questions, compared to one ticket being raised with one question via email, going back the next
and better understand their
day with a suggestion, waiting for the customer to respond, then going back the next day. Live
customers. Approximately 114,000 chat is just that—it’s live.
paid customer accounts in over
TIM MCMINN
160 countries and territories use TRAINING AND SUPPORT MANAGER, CONNECTIVE
Zendesk products. Based in San
Francisco, Zendesk has operations
in the United States, Europe, Asia,
Australia, and South America.
Chat provides a great, simple experience for our website visitors, and
makes it easy for us to provide excellent service through live monitoring.
JUSTIN SMITH
MANAGER OF THE LIVE HELP PROGRAM, EDMUNDS
Chat allows us to create rules that allow us to proactively interact with our clients in a given
stage of a user flow within the website or the app. By being able to request feedback in a chat,
we can now track quality of service over time, and better manage tickets and attribute them
through Zendesk to our second and third levels of customer support.
RAFAEL SOBRAL
DIRECTOR OF OPERATIONS, GYMPASS
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 1185
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Featured Testimonials
ABOUT EGAIN eGain has from the very start focused on developing web-based customer communications solutions that
can be rapidly and easily hosted. Simply attaching a web-browser front-end to existing client-server (and
earlier) applications doesn’t cut it. The future belongs to web-architected applications that have
best-of-breed functionality and access and aggregate resources both inside and outside the corporate
firewall.
CHRISTOPHER FLETCHER
DIRECTOR CRM, ABERDEEN GROUP
eGain is the leading provider of
cloud customer engagement hub
software. Their top-rated cloud
applications for social, mobile, web New enterprise search features, combined with its knowledge management
and contact centers help clients and multichannel suite, make eGain a must-have vendor for enterprise short
deliver connected customer
lists.
journeys in a multichannel world.
JOHN RAGSDALE
Headquartered in Sunnyvale,
VICE PRESIDENT OF TECHNOLOGY RESEARCH, TECHNOLOGY SERVICES INDUSTRY
California, eGain has an operating ASSOCIATION
presence in North America, EMEA,
and APAC.
eGain shines in both traditional features and newer market trends alike. eGain provides the best web
self-service interface with the special set of technologies called Click2Collaborate. Users can choose their
preferred method of support through one-click access on any mobile device. eGain (is) the product that
offers most bang-for-the-buck with its comprehensive set of features and solid vendor credentials.
TIM HICKERNELL
CUSTOMER SERVICE KNOWLEDGE MANAGEMENT SUITES, INFO-TECH RESEARCH GROUP
We went through a fairly full evaluation of all the providers in the market place and felt eGain’s
comprehensive product functionality met our key criteria most accurately. We felt it was a
flexible product but—more importantly than anything—we felt there was a group of people in
eGain that we could really work with and who could help to deliver the quality of service we
wanted.
ANDREW RALSTON
CUSTOMER RELATIONSHIP DIRECTOR, VIRGIN MEDIA
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 12108
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Featured Testimonials
ABOUT IADVIZE Customers are not left without assistance on the website, we can easily help them and the
conversation is closed when they quickly obtain the answer they needed: there are no pending
cases open. Messaging has become crucial, especially for our important offers like the sales or
special offers.
LINE LÉCUYER
iAdvize is a conversational platform RESPONSIBLE FOR CONSUMER SERVICE DEPARTMENT, PETIT BATEAU
that allows more than 2,000
brands in 100 countries to bring a
profitable human touch to the
Community messaging is a very useful tool, especially for the new members. It enables
digital experience at scale, using a
them to directly be in contact with the brand community. Community messaging also
blend of human touch and artificial
allows them to receive quick responses and it reinforces the community spirit.
intelligence. We connect customers
ANNE
with experts available 24/7 via
MEMBER, GUESTTOGUEST
messaging. iAdvize is a ‘Gartner
Cool Vendor’ certified platform that
generates value for brands such as
Disney, TUI, L’Oréal, and Having worked with iAdvize since 2013, we recognize the importance of having a clear,
Nespresso. In 2019, a Forrester defined, and structured targetting strategy to help drive the right sort of contacts
study proved that a 64% ROI can maximizing the customer experience, and adding value through web chat
be achieved. interactions.
SCOTT BAIN
HEAD OF CONTACT CENTRE OPERATIONS, HOUSE OF FRASER
The Click to Chat and Click to Call solutions complete email and phone
perfectly. Every month, we advise an additional 1,000 B2B visitors thanks to
these real-time channels.
ADRIEN VELTER
MARKETING & E-BUSINESS MANAGER, ONEDIRECT
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 132021
SUMMER 2021
Live Chat
Software Category
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 1457
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Total Customer References
Featured Testimonials
ABOUT COMM100 We really wanted to find a way to connect with a younger demographic, and live chat has given us exactly
this. The channel is so popular among these ages because they are digital-first and they love how easily and
quickly they can ask us a question, get the answer, and get on with their day. Even better, they can chat with
us via their mobile, removing yet another barrier to engagement.
BARTLOMIEJ TARNACKI
The Comm100 digital conversation SENIOR SPECIALIST, CONTACT CENTER, GETIN NOBLE BANK
platform powers real-time
interactions via web, mobile, and
messaging. We make it easy for
Search capability and history make it very easy for supervisors to review and monitor chats. We
organizations to answer questions,
want to ensure we are providing superior customer service. Comm100 makes it easy for us to
solve problems, and keep review chat transcripts. These transcripts can then be used as training tools for our customer
customers happy. From front-line service representatives.
marketing and sales to ongoing SHANNON KOCHEL
service and support, Comm100 CUSTOMER SERVICE TRAINING COORDINATOR, DIXON
enables great digital experiences
that drive revenue without
increasing costs. Organizations like Comm100 Live Chat provided immediacy during the user experience and gave us another channel to communicate with
HP, Advanced Auto Parts, Stanford customers. One of the great things about chat is we get very pointed, specific questions based on where the customer is in
their journey. Our customers are smart; they are doing their homework, but sometimes just need our validation to guide
University and Veridian Credit them to the right product or to help them get the best data from their instrument. Chat accomplishes that and more,
Union use Comm100 to exceed helping us build stronger, more personalized relationships with our customers.
customer expectations every day. PATRICK HIGGINS
With headquarters in Vancouver, DIGITAL MARKETING & SOCIAL MANAGER, YSI INC.
Canada, and over 10,000
customers worldwide, we help
make customer conversations We often have visitors chatting in different languages; Comm100’s auto-translation feature is great. We also love the
canned messages tool because it makes it easy to ensure all of our customer-facing communication is aligned and
count. Learn more at
customers are getting the same answer. The Comm100 dashboard is also super easy to use: I can see how many agents
www.comm100.com are currently on chat, how many ongoing chats they currently have, and if there’s a queue. I can then make informed
decisions about how and when to deploy our chat agents.
ASHLEY MEALEY
GLOBAL TEAM MANAGER, FITBIT HEALTH SOLUTIONS
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 15614
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Featured Testimonials
ABOUT FRESHWORKS As DebtBusters strives to help as many South Africans as possible, a tool such as Freshchat
enables us to assist more potential clients from a lead generation point of view, as well as
ensuring our existing clients receive prompt assistance when using the chat function on our
client portal.
MARC NAUMANN
DIRECTOR, CLIENT SERVICES, DEBTBUSTERS
Freshworks provides organizations
of all sizes with SaaS customer
engagement solutions that make it
easy for support, sales and We’re using Freshchat to solve our customers’ needs with precision, and in real time. It
marketing professionals to has ensured our customers receive prompt personalized experiences, and has also
communicate effectively with brought in operational efficiencies that make assisted buying extremely scalable.
customers for better service and RAJESH MAGOW
collaborate with team members to CO-FOUNDER AND CEO-INDIA, MAKEMYTRIP
resolve customer issues. The
company's products include
Freshdesk, Freshservice, After switching to Freshchat, our team members have been on the top of every
Freshsales, Freshcaller, Freshteam,
visitor conversation and has not missed a single chat. The team member
Freshchat, and Freshmarketer.
workflow and experience has been superior.
Founded in October 2010,
Freshworks Inc., is backed by Accel, KYU RENEGADO
HEAD OF CUSTOMER HAPPINESS AND SALES, POUNDIT
Tiger Global Management,
CapitalG and Sequoia Capital India.
Freshworks' headquarters are
located in San Bruno, Calif., with With Freshchat, our customers do not have to wait for calls to connect and dedicate their
global offices in India, UK, Australia precious time to seek help & support from us. Freshchat offers a frictionless way to reach out for
support, raise or report any issue and this has helped us retain & delight our customers with
and Germany. The company's
quick & dependable support at all times.
cloud-based suite is widely used by
PUJA ANAND
over 150,000 businesses around PRODUCT MANAGER, ZAP SUBSCRIBE, ZOOMCAR
the world including the NHS,
Honda, Rightmove, Hugo Boss,
Citizens Advice, Toshiba and Cisco.
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 1638
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Featured Testimonials
ABOUT GLADLY It’s really helpful to see the entire client conversation and how the relationship has evolved. It
saves them from having to call back or re-explain their situation because the service heroes can
easily see what was communicated previously and make sure that we keep our
commitments—most importantly.
KELLEY BOND
Gladly is the only platform making SENIOR DIRECTOR OF CLIENT SERVICE, TORY BURCH
customer service radically personal
by allowing agents to communicate
with customers seamlessly across Having every communication with a customer streamlined into one window has been
channels. Unlike legacy customer extremely beneficial for the team, and made their workflow so much easier. They also
service platforms that are really love how all the information about a customer is just visible from the get-go.
case-centric, only Gladly is
REBECCA BOXALL
designed with people at the center VICE PRESIDENT - MARKETING, CHANNELS AND CUSTOMER EXPERIENCE, NATIVE SHOES
and uniquely enables a single
lifelong customer conversation
from voice to modern messaging.
We're no longer treating customer like tickets, or having standalone,
Gladly powers some of the most
innovative consumer companies
transactional interactions with our customers. With Gladly, our agents are
like JetBlue, JOANN, and TUMI to empowered to treat customers like people.
deliver exceptional customer MARY MIKUS
experiences and make customer CORPORATE BUSINESS LEAD, GODIVA
service a competitive advantage.
Gladly centers customer service
around the person, not a case or By meeting customers on their preferred channels, and simplifying
ticket number, giving agents full
transactions across channels, Gladly’s Payments helps us improve the
visibility of customers in a single
shopping experience, drive sales, and deliver customer service that people love
view.
and we’re known for.
KATE SHOWATER
SENIOR DIRECTOR, CUSTOMER SERVICE AND PROJECT MANAGEMENT OFFICE, CRATE &
BARREL
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 1757
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Featured Testimonials
ABOUT HAPPYFOX
Integrating HappyFox has been one of the best decisions we've made for our support
team. We're able to see customer info from Magento for each HappyFox ticket and
chat. Our team is much more organized and efficient. It's been a game changer for us.
WHITNEY PYE
DIRECTOR OF ECOMMERCE, BGZ BRANDS
HappyFox Inc., headquartered in
Irvine, California, develops a
multi-channel customer support
help desk solution. HappyFox We've been using HappyFox Chat on our website for about a month
competes with Zendesk and
and we love it! All of the functionality we need at the right price.
Desk.com. Known for its solid
DANIEL W CROMPTON
ticketing capabilities and simple
DIRECTOR OF TECHNOLOGY, OPLERNO LLC
user interface, HappyFox caters to
the help desk needs of both
traditional businesses and
modern, high-tech corporations of The chat trigger feature has provided a great benefit to us as well, we are
all sizes. HappyFox integrates with noticing that a lot of our website traffic is responding to the pop-up, allowing
over 20 SaaS based applications us to reach a larger audience.
including Salesforce and Google
JUSTIN FOWLER
Apps, supports around 35 MARKETING LEAD, UPSWING
languages and is also available on
iOS, Android and Windows mobile
platforms.
It really is the very best chat app I've tried. By simply collecting an email to start the chat, they
can tell you what the customer has in their existing cart, their order history, their chat history,
and more. This is such an obvious and useful feature, it's surprising I couldn't find it anywhere
else.
JOHN FOWLER
SHORELINE MUSIC
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 1873
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Featured Testimonials
ABOUT HELP SCOUT
Using the Android App has made my life 10x easier. I can now respond
to my customers even quicker, while I'm on the go. I love it!
DONN FELKER
FOUNDER, CASTER.IO
Help Scout provides your team
with a scalable help desk while
keeping the customer experience
simple and personalized. The integration has been great! It looks nice in Salesforce, and pulls in old Help
Customers won't have to create an Scout conversations automatically. Set-up was easy — and when we did need
account or keep track of their ticket
support, the Help Scout team was responsive and effective.
number because to them, it works
ALYSSA CIORCIARI
just like email. The customer
USER SUPPORT MANAGER, WAYUP
experience is simple and training
staff is painless, but Help Scout still
has all the powerful features you
need to provide great support at One of the biggest things for us was that it was the same platform that
scale. a support agent could be working on a ticket and see that a chat comes
in.
ASHLEY CAYLA
SENIOR MANAGER OF CUSTOMER EXPERIENCE, TEAMSNAP
I love that you can quickly plug-in and customize a saved reply when you’re
responding to a customer. It’s the in-between when you’re answering a
common question, but don’t necessarily need to point the customer to Docs.
EMILY KINZIG
CUSTOMER SUPPORT, GONOODLE
TRUSTED BY
SUMMER 2021 CUSTOMER SUCCESS REPORT
Live Chat Software Category 1972
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ABOUT KAYAKO In the early days of Chess.com we chose Kayako because it seemed cost effective, intuitive, and easy to install. All of that
turned out to be true. And now, three years and two million registered members later, we're also grateful it can scale and
handle the many hundreds of support tickets we get each day. Kayako is a critical piece of our customer service
commitment and I have always recommended Kayako to anyone who asks about starting or improving their online
customer service.
ERIK PETER
Kayako is a simple customer
CHESS.COM
service software that scales with
your business. Kayako makes it
easy to deliver an unrivaled
customer support experience. Kayako is a fantastic system that allows us to easily manage our customer service inquires and
capture the business intelligence we need to improve our operations. It is easy to use and its
Kayako started in 2001 with a goal:
flexibility gives us options to continually customize as our needs change. It has become an
better customer support essential part of our business.
experience. Today, Kayako is the
ANDREW HENLEY
leading multi-channel helpdesk. DIRECTOR, ACCOUNTING SERVICES, GEORGETOWN UNIVERSITY
Kayako is a team of more than 100
that helps 10,000s of businesses
delight millions of customers using
We were looking for a cost-effective and feature rich support desk, but we didn't want to spend too much
Kayako all around the world. time with the hosting of it. That is when Kayako's hosted solution came to the rescue – it was exactly what
we were looking for. As a product, Kayako gives us the tools to improve customer satisfaction. As a service,
Kayako's team are always friendly, responsive and always there. We love Kayako.
JORDI IBANEZ
QA MANAGER, USERZOOM
We chose Kayako because it’s the only customer service software that
combines live chat and email conversations into a smooth and effortless
customer experience.
LEANDRO MORAES
PRODUCT MANAGER, JIVA GESTÃO EMPRESARIA
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ABOUT LIVEAGENT With over 40 Agents, 12 languages, 20+ partner URLs and around 10,000 chats/tickets per month (and growing), I knew we
needed to upgrade from the basic chat app that we had when I first took on this role. I immediately suggested LiveAgent. I
had introduced it before to another company and I knew what it was capable of - Unlimited Agents, a personalised chat
design for each partner, email, social media and phone integration via Twilio - all in one package, plus a whole bunch of
extras - forums, knowledge base and suggestions - that we hope to implement soon. Oh, and all that for less than we were
paying yearly for half the number of Agents.
DAVID CHANDLER
LiveAgent is a fully-featured
BETCONSTRUCT
web-based live chat and helpdesk
software. It harnesses the power of
a universal inbox, real-time live
We are using LiveAgent mostly for its chat feature. We like it because it is easy to use and offers great
chat, built-in call center, and a
functionality, such as useful reporting features and process automation. Furthermore, it is easy to integrate
robust customer service portal. into our own user system through the API that is being offered. Finally, it is really fast, easy and fun to learn
LiveAgent streamlines all of your and their customer support is always helpful. Thanks for the good service.
customer interactions into an SISSY BÖTTCHER
integrated, seamless hybrid STUDYPORTALS
ticketing system where everything
is easily accessible and
manageable. Advanced Managing a growing Ecommerce platform, we approached a number of live chat providers to
automation features, rules and ensure we could give instant feedback to our customers. We've found LiveAgent were by far the
vast amounts of integrations best, offering so many different features in and around the live chat function that really
create powerful customer service facilitated the customer journey.
software for businesses of all sizes. MATT JANAWAY
THE WORKPLACE DEPOT
Join companies like BMW, Yamaha,
Huawei and Oxford University in
providing world-class customer
service. Start your free trial, no With LiveAgent we’re able to give our customers support wherever they are. Facebook, Email,
credit card required. LiveAgent has Chat – it doesn’t matter for our team, we simply answer the questions and offer solutions. It also
works very stable and fast with a great support from the LiveAgent team.
served over 150M end-users
CHRISTIAN LANGE
worldwide and is the most
LUCKY-BIKE
reviewed and #1 rated live chat
software for SMBs in 2020.
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ABOUT OLARK As an eCommerce business owner and marketing expert for over 12 years, I can attest that
Olark Chat is one of the most efficient and reliable live chat solutions out there. I was able to
install Olark in less than two minutes, and the features that are available with Olark have
helped me generate thousands of opportunities for sales.
SERGIO AICARDI
OWNER, THE MIAMI SEO COMPANY
Olark is the most beautiful and
effective way to talk to your
customers for sales and support. If one person is on the phone, then the rest of the team is disrupted by calls. With chat, they can
And they make it super easy for still multitask and chat with visitors while performing other functions. Olark has changed the
you! Solve customers' problems volume of calls we get. Some people know that if they go to our website and chat, they are
before they have a chance to click speaking right to a director and can get their questions answered.
away. Give them the answers they SAMANTHA BUNDY
ASSISTANT DIRECTOR, KENNOLYN CAMPS
need immediately and gain
powerful insights about what Olark
wants for relationships that last.
Olark has powerful features to give We have Olark integrated within our application interface so our customers can start a live chat or contact us when we are
offline directly from their dashboard. We push all the pertinent customer information to Olark via the Olark Javascript API.
you access to visitors and This insures that our customers do not have to fill in any data when they contact us. Then, we have Olark send all chat
behaviors. Make your business transcripts and contact messages to HelpScout (our help desk software) and create support tickets for customer
interactions. In addition, we use the awesome Targeted Chat feature in Olark to automatically route new visitors to Sales or
(and your site) look good and keep
Support teams based on URLs. Love it.
customers coming back.
MICHAEL GENELES
PITCHBOX
We set it up so when a user clicks the 'report this profile' button, it fires the Olark chat box. If
we're online, we can chat with the user and make changes in real-time. If we're offline, the
customer can submit an email via the chat box. We just add a little metadata to the email so it's
easier to find that profile, and then fix it.
JEREMY FRAZAO
VP OF ENGINEERING, CONSPIRE
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ABOUT SNAPENGAGE SnapEngage is a very clean light chat program that you can deploy right into your website. We have used the Chat to Lead
functionality and it works great. We have also been using their Chat to call feature, which has increased the touch points to
our customers, which adds to a better bottom line. With SnapEngage great reporting we are able to see how people
navigate our site and where they may get confused. We'e very happy with the product that SnapEngage has provided and
would recommend it to anyone, SalesForce user or not.
DANIEL
CEO, OLEJO
70% of SnapEngage clients come to
us from another chat provider.
Why? Because we're focused on
SnapEngage live chat enables us to respond to customer questions and support requests in
outcomes that have a powerful real-time. The ability to have a live conversation with a customer while addressing their needs
impact on your business. With over has improved our customer service and also provides valuable insight into future feature
21,000 users in 87 countries, development opportunities.
SnapEngage clients consistently RAY
see better sales conversions, CEO, MAVENLINK
higher CSAT/NPS and lower cost
per interaction after switching to
SnapEngage. Our fully-featured We were up and running with Live Chat and a Feedback Form within minutes. When weighing
solution offers robust CRM & Help development time cost against features and functionality, SnapEngage was the best out there.
Desk integrations, is HIPAA & PCI Our customers have loved the Live Chat option, and we've been able to increase engagement
compliant, available in 30+ and user conversions by integrating SnapEngage into our product.
languages and includes advanced LEAH
FOUNDER & CEO, TASKRABBIT
analytics to prove ROI.
Our sales team is extremely happy with our SnapEngage experience. Their wickedly friendly
setup, easy to navigate chat controls and outstanding customer support have increased our
team's sales productivity and close rate by over 35%! Our live chat leads are converting into
sales efficiently and quickly because of SnapEngage. We couldn't have made a better choice.
DWIGHT
SALES DIRECTOR, PV DEPOT
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ABOUT WHOSON We have initially set up WhosOn with just the basic features, but we’ve already seen a positive impact on our capabilities as
a team. Our agents can respond to customer queries without having to transfer people from department to department,
and customers feel that they are getting an overall improved service. Despite live chat still being one of our smallest
channels of communication for customers, with approximately 110 enquiries per month, the feedback we’ve received from
customers who have used it is first-rate. We did a review of user’s satisfaction levels and live chat came out on top, with 83
percent rating the service as excellent.
WhosOn is a hosted or JOANNE SHAW
on-premises live chat solution that CUSTOMER SERVICES OPERATIONS MANAGER, TAMWORTH BOROUGH COUNCIL
comes complete with real-time
visitor tracking and analytics.
WhosOn has been a leader in the Live chat is a service that addresses autonet’s document related challenges by innovatively
live chat space for 15 years, and is collecting and verifying documentation from customers electronically in real-time. Not only has
a time-tested, ever-enriched the system streamlined processes and efficiencies in order for autonet to stay competitive, it has
solution. Today, WhosOn is the also improved both the customer journey and staff engagement.
longest provider of chat in the UK CHRIS MCDONALD
HEAD OF TELECOMMUNICATIONS, AUTONET INSURANCE
and an established international
brand. It is used in over 50% of the
world’s countries, across six
continents and in many different The pre-chat survey and ability to see what the customer is typing is very useful and helped me find the necessary
information while they were still asking the question. It resulted in a faster response and a better customer experience. I also
industries and languages. really like the ability to monitor chats and whisper messages to colleagues. It allows us to collaborate more easily and
share knowledge of our many different products. This feature allows us to get assistance in real time on products we may
not know without having to bounce the customer around.
KATIE WALLWORK
TECHNICAL ACCOUNT MANAGER, SCHNEIDER ELECTRIC
WhosOn is used extensively for lead generation. We automatically push proactive chat invitations to those
visitors that are highly engaged on our website; as a result we are getting a significant return on our
investment. We are also impressed with the speed of deployment and the efficiency of the technical support
team, who are always available to answer any enquiries we have about the WhosOn solution.
HEAD OF MARKETING
DIRECT RESPONSE
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ABOUT GOMOXIE Our customers told us that when they are quoting small commercial accounts they want an online
experience similar to large retail websites where they can receive immediate attention to win the business
and move on to the next account. Live chat enables ICAT to be responsive, in-real-time, and provide fast,
convenient, and relevant support to our brokers as they navigate the process.
MICHAEL FERBER
CHIEF INFORMATION OFFICER, ICAT
Today’s consumers are expected to
navigate an increasingly
complicated digital world. Pain
We chose [Moxie Software] as they were able to demonstrate how we could improve customer
points throughout the customer
satisfaction and retention while increasing revenues and agent productivity by using the [Spaces
journey cause frustration and by Moxie™] multi-channel customer support-driven software - Moxie’s chat and email solution.
hesitation, ultimately leading to
IAN BODSWORTH
abandonment. goMoxie OPERATIONS MANAGER, EPSON AMERICA
proactively guides users
throughout the online journey,
creating self-sufficient and
Four months after deploying goMoxie CONTEXT, the company saw a 50% reduction in
self-assured customers, which
chat volume, and a 10% reduction in phone volume, all while growing the business.
leads to dramatically improved
The vast majority of digital engagements are now automated, and customers can still
conversion rates, an increase in
escalate to agents for more complex issues.
up-sells, reduce repeat contacts,
BOSCOV’S
and faster company growth. Create
certainty, empower customers,
and get results with goMoxie.
Moxie’s Chat Spaces has helped improve patient care in our client facilities by
providing great flexibility to our customers. And, internally, the solution has
helped us increase operational efficiency and representatives’ productivity.
ANDREW GABRIEL
OPERATIONS SUPPORT SUPERVISOR, VRAD
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Software Category
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ABOUT HELPONCLICK So far, HelpOnClick is the only live chat software that I have found that meets all my business needs,
including: ability to use on several websites but monitor from one system; social media tags; saving the
history and contact information; saving common responses alerted by sound on incoming chat; leaving
e-mail when operator not available, and much more. Thanks for helping my startup get off to a great start!
MICHELLE BEAUDET-SMITH
HelpOnClick is a Live Chat software PRESIDENT, E-MEND SOFTWARE
and Help Desk software for your
online customer support. A
one-stop shop for all your sales
HelpOnClick has been a great addition to our website and enhanced our sales force to deliver
and customer support needs,
better results, ensuring we are always contactable via the simplest of routes. Affordable and
HelpOnClick's Live Chat is the simple to use, I've been really impressed with the service and will continue to use this.
headline product, used and loved
DANIEL PEACOCK
by thousands of customers. DIRECTOR, PROPERTY SECRETS
HelpOnClick's Help Desk software
is a new product that helps you
track all communications with your We love this software. It has enabled us to allocate a half dozen employees to take care of our current and
customers. Their business is not potential customers, without them having to call in or submit a ticket. This has really reduced the calls in to
only software, but also our office and I think the employees really do like it better than speaking with people on the phone. This
service is instant, and I really think we are gaining sales because of it.
forward-looking management,
creative marketing, high-end DWAYNE BOND
SOFTWARE DEVELOPER, NATIONAL DRIVER TRAINING
development and dedicated
customer support. They build the
company that you would love to
HelpOnClick's Chat app has allowed us to easily handle customer questions. We've reduced call volumes and increased
work with.
customer service. At first our chat volumes were low but then we setup auto invitations and things really ramped up. Unlike
many other chat providers HelpOnClick offers a desktop client. This allows sales staff to not be dependent on their web
browsers. It looks more professional over all works better. I only wish we had done this sooner. I recommend HelpOnClick
for anyone looking to get into chatting with their website users. The price point is very reasonable and allows us to test
things out without fearing new big expenses.
SASHA SHTERN
BATH & GRANITE
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ABOUT LIVEADMINS LiveAdmins has definitely increased and improved our connection with incoming website traffic.
The LiveAdmins chat feature has brought us some great leads that might have been lost
otherwise. We've found the "chatters" to be extremely friendly, responsive, and accurate while
engaging with visitors on our website. We consider them to be a part of our Exact Solar team!
DARA BORTMAN
VICE PRESIDENT MARKETING & SALES, EXACT SOLAR
LiveAdmins is a leader in providing
multilingual live chat solutions and
services that enrich online visitor
experience, customer satisfaction I would highly recommend LiveAdmins. We receive a large volume of online chats that have led
to business. People appreciate the option to chat live with someone at various hours
and the bottom line of businesses
throughout the day. It gives our clients an additional way to contact us and be heard.
of all sizes. LiveAdmins offers the
SUSAN THOMPSON
most innovative and easy-to-use
AGENCY MANAGER, COLDWELL BANKER BERMUDA REALTY
live help solution, allowing
businesses from a variety of
industries to provide instant online
LiveAdmins has been a great asset to our sales department. We have been able to grow our Live Chat into Facebook
customer support and proactively Marketplace listings, with Facebook Messenger chat service to text service. One of the greatest features of LiveAdmins is their
sell their products and services. ability to shape the chat around our own dealership culture. When Covid-19 restrictions changed how we did business,
LiveAdmins chat team conveyed all of the changes to our customers in a timely manner. I highly recommend their services
LiveAdmins strives to provide your
to anyone interested.
website visitors with the best
KRIS DOUGHERTY
possible online experience - one SALES MANAGER, PROGRESSIVE AUTO SALES
that resonates your brand. Over
the years, live chat has evidently
become the preferred mode of
By using LiveAdmins to handle our chat we have seen an increase in chats to lead conversion. They keep the
customer service available around customer engaged by their friendly and professional approach. We are extremely happy with the service
the clock. Their solutions are fully that LiveAdmins provides. They are always there for us by keeping everyone on track and up to date,
customizable, easy to set up and especially during these uncertain times. We would highly recommend them.
always online, catering to over 10 LAURIE WHITSON
DIGITAL MARKETING ASSISTANT, LARRY HUDSON
industries across 8 time zones.
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ABOUT LIVEHELPNOW Integrating the Live Chat System into our website has allowed us to better serve our customers by speaking to them directly,
in real-time. Any customer inquiries or issues can be resolved almost instantly by a live operator, and installing and
customizing the chat window couldn't have been easier. Using Live Chat has also increased our company's bottom line by
allowing us to assist customers much like a salesperson would do physically in a store. We would recommend LiveHelpNow
software to any e-commerce site!
ROBERT MEIER
PRESIDENT, BABY SUPERMALL
LiveHelpNow is to enable
companies of all sizes to facilitate
meaningful customer service LiveHelpNow provides many features that our former chat system didn't have. Making ourselves accessible in more than
interactions. They provide a just one way has really increased our level of customer service. The ability for students to create tickets when we are offline
is a big plus as well. Also, the FAQ Dashboard serves as a great resource for frequently asked questions we receive. Most
complete customer service
importantly, I love the customer service that the company provides. There's never been a time when my questions were not
software suite that brings personal answered.
attention, timely responses and PHONG YANG
motivating incentives into the sales COUNSELOR, CALIFORNIA STATE UNIVERSITY
and support process of each and
every business. LiveHelpNow
solutions make real customer Integrating LiveHelpNow's Chat System with the Knowledge Base and Callback System has dramatically improved the
relationships possible, fueled by efficiency of our outreach efforts. By giving our agents access to all of our company information at a moment’s notice they
are able to answer client inquiries quickly and accurately, so that users can research and book accommodations in the
data shared and exchanged Florida Keys as smoothly as possible. Additionally, LiveHelpNow has allowed us to give our clients the option of speaking to
effortlessly by both parties, a live operator through the Callback System as well as chatting with an operator in real time, which keeps all of our
customers satisfied.
facilitating relationships that set
their clients apart from their CLINTON BARRAS
DIRECTOR OF SALES AND MARKETING, FLORIDA KEYS
competitors.
LiveHelpNow’s live chat system has enhanced the way that our company handles customer service. We can connect with
our customers in an instant, all while learning more about them than ever before. We can tailor our marketing services to
various organizations all while growing our business. Additionally, all of our support needs are met in a timely manner by
the LiveHelpNow staff, should we ever have questions. We would recommend this product in a heartbeat to anyone looking
to change the way they do business.
JOE RANGEL
DIRECTOR OF CUSTOMER EXPERIENCE KEY ACCOUNTS MANAGER, OUTREACH
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ABOUT PROVIDE SUPPORT LIVE CHAT Provide Support’s live chat feature has allowed us to offer an additional channel through which our customers can contact
us. One very handy feature is the canned responses. We are able to send required documents to our customers via direct
weblinks by embedding them right into the canned response. So when our customers click on the link it takes them directly
to the online form versus having to send them a pdf that has to be downloaded and opened.
TATE TOOLEY
IT MANAGER, BLOSS & DILLARD, INC.
Provide Support Live Chat is a
powerful customer support tool. It
allows you to help customers
Since 2004 we've utilized the ProvideSupport Live Chat Software on all of our websites. Even more, if you're a webmaster
instantly via live chat, see their
you can sign up for the affiliate referral program and offer it to your clients as we have been doing. With just a little effort
navigation through your website in the sales will pay for your account and then some. Interesting thing I've noticed with our website is that we've had a toll free
real time, guide them, and offer number and live chat for clients to choose from. Over 80% of our sales come from the live chat. Thank you for creating
such an amazing tool we're happy to share with others!
assistance proactively. Provide
SCOTT SNERDEY LAWRENCE
Support offers one of the most
FOUNDER, CHIEF EXECUTIVE OFFICER, PRESIDENT, SNERDEY WEB DESIGNS
reliable Live Chat services on the
market. The company was founded
in 2003 and has proven its
We have been very pleased with Provide Support's live online chat system. We used another similar service previously and
credibility. With Provide Support decided to switch to yours because it had more of the features we wanted and was a better value. Since switching, both our
Live Chat you get: All features employees that use it and our customers have been very happy. We enjoy being able to separate our chats by department
so the customers are directed to the right person. And the emoticons allow our chat operators to add some personality and
included in any plan Unlimited
extra friendliness to the chats, which we feel makes our customers more comfortable. We also love having transcripts of
number of chats Multiple domains each chat emailed so we can refer back to them later. That comes in very handy.
support at no extra cost Flexible DONEEN ST.JOHN
chat window and chat button CO-OWNER, BITTER CREEK CANDLE SUPPLY
customizations Embedded or
popup chat window Operators
grouping and unlimited We used another chat client previously, and switched to Provide Support mainly because the value far exceeded the
departments File transfer Flexible competitor, while still providing us with a great chat interface. The code and instructions are clear and easy to use, and
Provide Support does just that - they provide great support to their clients. When I contacted Provide Support for technical
chat access restrictions Powerful support, they were very knowledgeable, helpful, and patient! The chat icon looks great on our website, and we love that our
chat statistics Chat agent apps clients have the option to contact us online! Thank you, Provide Support.
included into price Unlimited live JENNY CLEVELAND
product assistance 24/7 ACADEMIC PROBLEM SOLVER, INSPIRE IN-HOME TUTORING
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ABOUT TAWK.TO
It’s amazing that a person can come to our website, they can talk to a tawk.to
person, get their questions answered, and purchase the product. And this
could be at 1 AM in the morning.
JOHN POLIDAN
CHIEF EXECUTIVE OFFICER, FOUNDER, UFM UNDERWEAR
We're changing the way businesses
communicate with customers,
making real time a real thing. Working with tawk.to has been an integral part of our business. They have always gone above and beyond to treat our
business as their own and assist our customers as if they were their own customers. Would absolutely recommend tawk.to's
services. During these difficult times with COVID-19 we've been able to expand our support team while our in-house support
team has been forced to work from home. This was incredibly important as we originally had to scale back our phone
support. With the help of tawk.to we have once again around the clock email support, 24/7 live chat and phone support
during business hours. tawk.to handles everything professionally and quickly. Would absolutely recommend tawk.to.
AARON
INSPIRE UPLIFT
tawk.to has been such a fantastic platform. It's so important to have a
channel to talk to customers online, in real time.
MIKE VASAVADA
DIRECTOR, MOBIDDICTION
I was incredibly happy when I discovered tawk.to, because I had been
searching forever for a live chat software that I could afford.
MELISSA STRAWN
CHIEF EXECUTIVE OFFICER, MYPEOPLENOW
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