In 2017, Livecom’s chat application is active on Philips-websites in 23 countries and 22 languages, preceded by a pilot project in 2008.
That was when Livecom Chat – both the reactive as well as the pro-active variant – was implemented in the Swedish and British websites of Philips Consumer Lifestyle.

The result was clear: The pilot had to be extended, because the Net Promoter Score (NPS) for chat was remarkably higher than that for customer contact channels like e-mail and phone.

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We receive up to 15% less contact requests via email and phone since we’re offering Livecom Chat. The people who get stuck on our website have a way out via Proactive chat.

Global Process Manager, Philips