Live chat clearly made our users happier and our service department more efficient.
Statista is the portal for statistics. By signing up, you get access to over one million statistics and facts. Alexander Proske, IT and product manager at Statista, talks about how Userlike has boosted their service efficiency.
Before 2015, Statista's support team relied on telephone, fax, email, and an online form on the website. Fueled by the drive to continuously improve their customer interactions, they started with live chat.
"We wanted to react to questions faster and more directly", says Alexander Proske. "Live chat seemed the most logical way to do that."
After looking for a provider in Germany that could connect to their support requirements, they settled on Userlike. "Userlike was the most intuitive and modern looking on our shortlist. We also appreciated the extended Dashboard Analytics – we're a statistics portal after all."
The results showed soon after the implementation. Customer waiting time was reduced from hours to minutes, and they could answer at least 25% more support inquiries per day, largely due to a decrease in email requests. "Live chat obviously made our users happier and our service department more efficient", says Alexander.
"Our customer service particularly appreciates the direct influence on the decision-making process of the customer. In the best cases, the customer's decision phase only takes minutes."
We're able to quickly outline the specific benefits of a product and connect it to the customers' needs. They feel like they're getting a tailored product.
Statista also makes use of live chat as an upselling tool. "10% of all customer inquiries resulting in a purchase are related to our high-end corporate products", Alexander explains. "We're able to quickly outline the specific benefits of a product and connect it to the customers' needs. They feel like they're getting a tailored product."