Case Study: cPanel achieves 94% customer satisfaction with LiveChat

cPanel Reaches 94% of Customer Satisfaction with LiveChat

cPanel is a long‑standing Linux‑based web hosting control panel (since 1997) that helps businesses manage websites and focuses on delivering excellent customer and partner support. Although they had used live chat for years, their previous provider felt outdated and limited, so they needed a more intuitive, easy‑to‑use chat solution for both agents and customers.

After a trial, cPanel adopted LiveChat: a six‑operator team now handles pre‑sales, billing, licensing and final customer questions using features like searchable chat archives, canned responses and built‑in translation for 45 languages, plus post‑chat ratings and follow‑ups. The change drove strong results — nearly 1,300 ratings last year produced a 94% customer satisfaction score — and cPanel plans to keep expanding its use of LiveChat features.

CPanel

Jeremy Maldonado

Customer Service Representative