Case Study: Central Desktop achieves scalable, high-satisfaction customer support with LiveChat

Central Desktop increases its use of LiveChat as the company grows

Central Desktop, a California-based online project collaboration and project management software company founded in 2006 and used by organizations like CBS, the American Red Cross and MLB.com, needed a customer engagement solution that would scale with rapid growth. Many tools lose effectiveness as companies expand, but Central Desktop adopted LiveChat early (2008) to support both sales and, increasingly, customer service across multiple offices.

Using LiveChat across two California offices and an engineering center in India, Central Desktop shifted the tool from sales to primary support, staffed by eight agents handling about 200 chats a month. Nearly 90% of issues are resolved in a single chat (the rest create tickets via LiveChat’s integration), average satisfaction is 9.2/10, and canned responses plus a customized chat window improve efficiency and confidence—plans are underway to extend coverage to 24/7.

Central Desktop

Mark Fordham

Director of Services