Case Study: GTT achieves a 50% reduction in phone calls with LiveChat

GTT Uses LiveChat as a Primary Support Channel and Reduce the Number of Phone Calls by 50%

GTT, Guyana’s national telecom provider and customer support organization, was struggling to keep up with a growing volume of inquiries for phone, internet, TV and mobile services. Rather than expanding its call center staff, the company needed a faster, more convenient channel to reduce long phone queues and improve customer experience.

GTT adopted LiveChat as its primary support channel—using canned responses, visitor info, chat archives, Facebook integration and direct chat links—so agents can handle multiple customers simultaneously. The change cut phone use by 50% (half of customers now choose chat), helped sustain an 83% customer satisfaction rate, reduced staffing pressure, and set the stage for further automation like chatbots.

GTT

Justin Nedd

Chief Executive Officer