Case Study: The Pilot Group achieves 99.4% customer satisfaction with LiveChat

The Pilot Group tailors service to customers’ needs thanks to LiveChat

The Pilot Group is a support services company that provides e-commerce solutions across industries such as real estate, education and entertainment. Facing the need to improve communication and deliver faster, more accurate customer support, they set out to increase problem‑solving speed and overall customer satisfaction for their online-business clients.

They implemented LiveChat—staffing six agents 19 hours a day and using features like automatic greetings, chat supervision, Zendesk integration, post-chat surveys and chat history—to engage visitors, assist agents and monitor satisfaction. This led to faster, more personalized support and an average customer satisfaction rate of 99.4%, and the company now recommends live chat to its clients.

The Pilot Group

Jane Dmitrieva

Sales Manager