Case Study: SmugMug achieves 94% customer satisfaction with LiveChat

SmugMug Supports Customers with LiveChat and Achieves 94% Customer Satisfaction

SmugMug, a photo-hosting platform built for photographers, needed a faster, more efficient way to support customers—until then they offered only email (no phone) and wanted near-instant access that would integrate with their existing support platform.

They deployed LiveChat with a 32-person support team available weekdays for 12 hours a day, using features like message sneak-peek, visitor info, transcripts, transfers and analytics to personalize and streamline conversations. The solution handled more than 1,000 chats per month and helped SmugMug achieve a 94% customer satisfaction rating.

SmugMug

Denise Twum

Support Process Manager