Case Study: GetResponse achieves higher customer retention through faster customer service with LiveChat

GetResponse increases customer retention with faster customer service through LiveChat

GetResponse, a multinational email marketing platform serving more than 350,000 customers, needed to stand out by improving support availability and speed. Faced with rising contact volumes, the company aimed to offer faster, more reliable (including 24/7) service to reduce wait times and lift customer satisfaction.

They introduced LiveChat, staffed by 25 concurrent agents across Canada and Poland who can handle multiple chats simultaneously, and integrated chat transcripts, tags and supervision into their support system for better analytics and collaboration. The result was faster responses, deeper customer insights, improved support availability and lower churn, leading to higher customer retention.

GetResponse

Marcin Łańcucki

Customer Success Director