Case Study: Edmund Optics achieves almost 50% of customer interactions with LiveChat

Edmund Optics® Handles Almost 50% of Customer Interactions through LiveChat

Edmund Optics, founded in 1942, is a global supplier of precision optics and optomechanical components with a catalog of over 30,000 stock and custom products. With such a large, technical product range, customers often need real‑time guidance to choose the right components, and previous chat tools didn’t offer the right combination of features and price.

Edmund Optics implemented LiveChat in 2011, using features like chat tagging, transcripts and post‑chat surveys and staffing dedicated technical support worldwide. Tags and transcripts helped build FAQs and track case types, while surveys drove service improvements — chat volume grew from 11% of interactions to 42% by 2017 and now handles almost 50% of customer interactions, earning strong customer feedback and boosting sales and support efficiency.

Edmund Optics

Greg Wolf

Product Support Manager