In early 2020, a rapidly growing SaaS (Software-as-a-Service) company based in London contacted us. They offered cloud-based collaboration tools for remote teams, including project management, file sharing, and task automation. With a user base expanding globally, the client struggled to maintain quick, helpful, and humanized support across multiple time zones.
They were using a basic chatbot and an overloaded email ticketing system. Response times were long, churn was increasing, and potential leads were dropping off the website without conversion. That’s when they turned to us to implement and manage 24/7 live chat support.
Our job was to create a proactive, high-converting chat experience that:
Live Chat Support
2020 – Present
United Kingdom
24/7 Live Chat, Technical Support, Billing Queries, Onboarding Assistance, Lead Capture, Knowledge Base Integration
We took a multi-layered approach to revamp the client's customer support experience by building a robust, friendly, and technically efficient live chat team backed by training, automation, and analytics.
We designed a 3-week training program tailored to the client's SaaS platform, including:
Each agent had to complete mock chats and pass certification tests before going live.
We deployed live chat agents across three shifts, ensuring round-the-clock support for users in North America, Europe, Asia, and Australia.
Using LiveChat and later transitioning to Intercom, we set up:
This enabled us to offer real-time support in less than 12 seconds average wait time.
To improve conversions, we implemented:
Example:
“👋 Hey there! Looking for the best plan for your team? Let me help you choose.”
This led to a 38% increase in visitor-to-lead conversion rate in the first 90 days.
We integrated Intercom with:
This gave the client full visibility into the chat journey, agent performance, and customer behavior — fueling improvements in both marketing and support.
Not all queries could be solved on chat, so we developed an efficient escalation path:
We kept escalations under 6% of total chats by empowering Tier 1 agents with self-service tools and a rich internal FAQ.
| Metric | Before Our Involvement | After (6 Months) |
|---|---|---|
| Avg. Response Time | 4.8 minutes | 11 seconds |
| First Chat Resolution (FCR) | 52% | 91% |
| Chat-to-Email Ratio | 1:3 | 3:1 |
| New Leads Captured | 50/month | 120/month |
| Chat Satisfaction (CSAT) | 78% | 97% |
| Agent Productivity | ~10 chats/day | 25 chats/day avg. |
