[Computer specialty shop Paradigit wants to offer the best customer service online as well. The webshop has therefore been equipped since June with a chat button. With the application from Livecom, (potential) customers can live chat with a service employee. And that happens often: some 100 chat conversations are happening daily.

Chat is seen as a good addition to the telephone and e-mail channels. “It is a low-barrier and no-charge way to contact us”, saysHilde van Rooij, manager of the Paradigit Service Desk. “In the short term, live chat creates greater customer satisfaction. In the long term, we hope that the number of e-mails and phone calls will be reduced.”

The chat application from Livecom was selected after thorough comparative research, according to Van Rooij. “Livecom stood out due to the many, but simple, functionalities. An easy-to-manage application, that is also cloud-based.” The 30 active service employees can also handle the application well. “I actually never get questions about how something works; everything speaks for itself. And our supervisors are very satisfied with the reporting and analysis capabilities.”

And the customers? Van Rooij: “Nine out of ten customers indicate after the chat conversation that they are very satisfied with the way in which their question was answered. Live chat us already creating more satisfied customers.” During the week, chat is available from 9 in the morning until 9 in the evening, and on Saturdays from 9 in the morning until 6 in the evening.