Case Study: HLC Achieves Effortless Customer Support with Acquire Live Chat

HLC - Customer Case Study

HLC, a North American bicycle parts and accessories distributor, wanted to create a more effortless digital customer experience for its 5,500+ retail customers. To better support shoppers with a large, technical product catalog and frequent shipping and product questions, HLC turned to Acquire Live Chat to add a faster, more convenient support channel alongside phone and email.

With Acquire, HLC implemented a client-facing live chat program, later expanding from 10 to 20 seats and adding chat tagging and cobrowsing to improve support and visibility into common issues. The results included a 97% live chat response rate, one-day onboarding for new hires, and greater insight into product, freight, and warranty issues so the team could address pain points proactively.

HLC

David Goodman

Customer Experience Lead