Case Study: Direct365 (UK workplace‑essentials provider) achieves faster query handling and higher conversions with LiveChat

Direct365 uses two types of LiveChat invitations to get in touch with visitors

Direct365 is a UK provider of workplace-essential products and services for small and medium businesses. Faced with customers who have different communication preferences—some actively seek help while others self-serve—the company needed a faster, more flexible way to handle queries and improve customer interactions across its sites.

Direct365 implemented LiveChat, using manual monitoring-based invitations on its Supplies site and automatic contextual greetings on its Contracts Service site, handled by eight agents. The approach sped up response times, improved tracking and issue resolution, increased conversions and account creation, and generated positive customer feedback and online reviews.

Direct365

Kristin Hodgkinson

Digital Marketing Manager