Global Software Powerhouse Successfully Handles 2,963 Chat Support Queries

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Software giant, Ipswitch, successfully handled thousands of chats thanks to CloudTask’s Chat Services.

Entering 2018:

1

Ipswitch had no live
chat channel for their
customers who regularly
visited their website.

2

This was despite the fact that
they had hundreds of thou-
sands of website visits a
month, many of which were
from current customers.

3

They wanted to respond to
their customer needs
instantly on their website,
but knew it would take time
and money to hire an
internal team.

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As a result they turned to CloudTask, who specialize in using live chat to increase customer satisfaction, all at a lower cost than an in-house team.

CloudTask Solutions:

The CloudTask team are on hand to answer incoming customer support chats.

This involves working across a 16 hour shift in both English and Spanish.

They developed a host of training resources to ensure client satisfaction.

The CloudTask Chat Team included:

Chat Support
Agents

Quality
Assurance
Coach

Customer
Success
Manager

Corporate
Trainer

Business
Analyst

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Results

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The CloudTask team successfully handled 2,963 support chats from May 2018 to January 2019.

Increased customer satisfaction by providing an additional support channel where customers could have their queries answered in real time, in their native language.

Chat is now a key part of Ipswitch’s omnichannel support program, which is a factor in increasing Ipswitch customer retention.

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Alex Fisher

Senior Digital Marketing Manager, Ipswitch

“The CloudTask chat team opened our eyes to an additional technical support channel that has allowed us to satisfy customers by responding to their questions in real time on our website.”

To find out how you can benefit from
a CloudTask Chat Team

Chat with Us Now