Case Study: Tribal Habits achieves sub-5-minute responses and stronger customer relationships with HelpCrunch

How Tribal Habits Uses Live Chat to Stay Customer-Centric and Build Close Customer Relationships

Tribal Habits, a simple SaaS platform for online training, needed to stay intensely customer-centric to compete with larger rivals and to turn user feedback into product improvements. To capture real-time questions, surface UX issues, and keep close relationships with users, they adopted HelpCrunch’s customer communication suite — including live chat, a knowledge base, and in-app messaging.

HelpCrunch’s live chat and knowledge base were embedded in the app, producing about 80% of chats from existing customers and helping Tribal Habits maintain a first-response time under 5 minutes; proactive in-app messages and a Slack integration also sped internal collaboration and product communications. HelpCrunch therefore enabled faster issue resolution, clearer UX insights, and measurable improvements in customer satisfaction reflected in positive reviews.

Tribal Habits