Case Study: CPAP.com achieves a 15% improvement in customer satisfaction with LiveHelpNow

How CPAP.com Improved Their Customer Satisfaction Scores by 15% with Live Chat

CPAP.com, a retailer of sleep apnea equipment founded in 1999, set out to extend its award-winning, high-touch customer service to its website and improve customer satisfaction and responsiveness online. The challenge was to provide the same knowledgeable, empathetic support customers expect in-store while creating a seamless, measurable channel for web visitors.

CPAP.com implemented LiveHelpNow live chat, training CSRs on deep product knowledge, chat etiquette and empathy, and supporting them with canned responses, page monitoring and an incentive program. They also used post-chat surveys to capture immediate feedback — resulting in faster responses, consistently positive comments from customers and a 15% improvement in customer satisfaction.

CPAP.com

Elizabeth Hamilton

CSR Manager