Case Study: Unimart achieves 4.9‑star customer satisfaction and converts first‑time buyers into repeat customers with LiveChat

How Unimart Excels in Customer Service by Using the Data Available in Customer Insight

Unimart is a San José, Costa Rica–based ecommerce retailer selling everything from electronics to household goods. When it launched in 2016, online shopping was rare in the country and the company faced a major credibility barrier: visitors distrusted the site and many had never completed an online purchase, so Unimart needed to both build trust and teach customers how to shop online.

Unimart implemented LiveChat with Customer Insight plus WhatsApp and Shopify integrations to enable real‑time, personalized agent conversations, view customers’ carts and orders, and centralize messaging. Agents educated first‑time buyers, resolved order and shipping questions quickly, and recommended complementary products—driving repeat purchases, a 4.9/5 rating from nearly 2,500 reviews, consistently high chat satisfaction (around 90% pre‑COVID), and much faster handling of large message volumes.

Unimart

Roberto Jimenez

General Director