Case Study: Media Temple makes chat its primary, faster 24/7 customer support channel with LiveChat

LiveChat overtakes phone as a main customer service tool at Media Temple

Media Temple, a US-based web hosting and cloud services provider founded in 1998 that serves over 125,000 customers and powers 1.5 million+ websites, needed a faster, more flexible customer support channel than email or traditional phone. The company wanted a highly customizable, non-IM chat solution that could integrate with its AccountCenter and give agents authenticated customer information to speed resolution.

Media Temple implemented LiveChat—customizing the chat window to match its site and using desktop, web and mobile apps—so agents could immediately see who they were talking to and resume conversations without putting customers on hold. As a result, chat surpassed phone as the primary contact method: more than 100 agents handle over 2,300 chats weekly, delivering faster, more consistent support for sales and technical issues.

Media Temple

Shiloh Gealogo

Project Manager