Case Study: Carolina Biological Supply Company achieves more efficient customer support with LiveHelpNow

Carolina Biological Supply Company - Customer Case Study

Carolina Biological Supply Company, a long-standing science education supplier, was facing a sharp rise in customer email volume, especially as the pandemic pushed more communication online and much of its support team went remote. After years of success with LiveHelpNow live chat, the company turned to LiveHelpNow’s ticket management feature to better organize and control its growing email workload.

LiveHelpNow implemented an intelligent ticket management system with unified inbox routing, tagging, auto-close rules, keyword search, reporting, and knowledge base capabilities. The solution helped Carolina Biological categorize and prioritize emails, reroute them to the right departments, and eliminate unnecessary manual work, saving countless labor hours. It also reduced response times, improved customer service quality, and gave the team better reporting and data to drive self-service and customer experience improvements.

Carolina Biological Supply Company

Stephen Kidder

Director of Customer Service