Case Study: Pickaweb achieves 95% customer satisfaction and scalable 24/7 support with LiveChat

Pickaweb exceeds customer expectations with LiveChat

Pickaweb, a UK-based web hosting company founded in 2000 and now serving over 20,000 business customers (also operating in Spain as Merkaweb), faced a scaling problem as enquiries grew: phone queues and emails were slowing responses and deterring prospects. This threatened their goal of fast, customer-focused support.

They implemented LiveChat, enabling agents to handle multiple conversations simultaneously, add post-chat surveys, use canned responses, and monitor chats for training. With seven agents working shifts to provide 24/7 support, they now handle thousands of chats monthly, cut wait times, achieved 95% customer satisfaction in recent months, and realized rapid ROI and staffing efficiencies.

PickaWeb

Tony Messer

CEO