Case Study: Huawei achieves 29% higher customer satisfaction and faster support with LiveAgent

Huawei - Customer Case Study

Huawei, a global ICT and telecommunications provider operating in 170 countries, needed better real-time customer contact to improve support efficiency. In 2013 they selected LiveAgent as their helpdesk and ticketing solution to enable live chat and more responsive multichannel customer service.

By implementing LiveAgent’s live chat and proactive chat invitations Huawei offloaded a large share of contact center calls, serving up to three times more customers than by phone and increasing customer satisfaction by 29%. The solution enhanced online customer experience, boosted cross-sell/up-sell conversions, reduced call and email ticket volume, and—through feedback tools and social media integration—improved agent performance and monitoring.

Huawei

Gokulnaath Gopal

Solution Manager