Case Study: Automattic achieves happier customers with Olark live chat support

Automattic - Customer Case Study

Automattic, the company behind WordPress.com, needed a way to deliver responsive, high-quality customer support across a globally distributed team. As its “Happiness Engineers” grew from a small group to nearly 100 people, Automattic turned to Olark for live chat to help customers quickly and effectively inside the product, while balancing support load, training, and a text-based, work-from-home support model.

Olark was implemented as an in-product live chat solution that routed customers across multiple support groups and kept conversations in the same window as WordPress.com. This made support easier for customers and agents alike, and helped Automattic improve responsiveness, reduce friction, and resolve issues in a single interaction; the team also set goals to expand live chat to 24/7 coverage and bring email response times below five hours.

Automattic

Andrew Spittle

Automattic