Case Study: Touch Support achieves 30% revenue growth and 11% higher customer satisfaction with LiveChat

LiveChat helps Touch Support to increase revenue by 30%

Touch Support, a strategic partner that designs, builds and manages enterprise support operations, needed to deliver five-star service and boost customer satisfaction. Although their satisfaction score was already strong (84%), they wanted faster, more accessible support and a way to capture more leads from website visitors.

They added LiveChat as an additional, easy-to-implement channel—mobile and desktop friendly with features like message sneak‑peek, custom branding, after‑hours forms and API reporting. The result: revenue rose by 30%, customer happiness increased 11 percentage points to 95%, chat resolution times fell to about 9 minutes (vs. 34 minutes via helpdesk), and 24% of new customers now first contact them via chat, driving significant lead capture across 13,000 monthly chats.

Touch Support

Brent Shreve

CMO