Case Study: Recurly achieves faster ticket resolution — 70% of tickets resolved within 2 hours — with LiveChat

Recurly improves ticket resolution time with LiveChat

Recurly is a subscription billing provider that helps thousands of merchants automate recurring payments. Because merchants rely on accurate monthly billing, Recurly needed faster, more personal support than email offered—aiming to reduce slow ticket turnaround and improve real-time help during customers’ day-to-day operations.

Recurly replaced an IM solution with LiveChat, staffed chat on key touchpoints and integrated it with Zendesk to preserve full support records. The change let agents resolve many issues in real time without escalation, boosting the share of tickets closed in under two hours from 40% to 70% and strengthening customer relationships.

Recurly

Rachel Quick

Senior Director of Customer Support