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The company - a large SaaS enterprise with global reach - provided great phone and email support to its customers but did not provide support via Live Chat and so was falling behind its competitors and customer expectations.
They wanted to implement Live Chat as a new support channel to serve their 200,000+ customers globally, using it as a service differentiator.
Launched pilots to gather data and insights to develop a to-be customer support offering that includes Live Chat as a customer support channel.
Evaluated the impact of introducing Live Chat on existing processes, org structures, staffing models, technology, and ways of working.
Identified and implemented what and how to change business operations to embed Live Chat successful.
Received business case approval and secured EUR 1m in annual funding to implement Live Chat globally in a phased approach.
