Case Study: Finnchat achieves faster response times and higher conversions with LiveChat

Finnchat - Customer Case Study

Finnchat GmbH, founded by former e-commerce operators, set out to solve a common problem: online customer service was treated as a cost and a reactive, frustrating experience for shoppers. Their challenge was to make support proactive and sales-focused so it could prevent issues, meet customers’ need for human interaction, and drive conversions rather than merely handle problems.

They implemented personalized, proactive live chat staffed by trained agents and supported by LiveChat software, custom triggers and integrated analytics. The approach delivered fast responses (average 10 seconds), a 35% increase in basket value for chat users, 15–30% chat-to-lead conversion rates, rapid customer growth and more leads through the LiveChat Partner Program, turning support into positive ROI.

Finnchat

Marko Toivonen

Head of Region