Case Study: The Gear Centre achieves improved customer satisfaction and increased sales with Olark live chat

How an ISO Certified Company Uses Live Chat

The Gear Centre, Canada’s leading powertrain parts and service provider and part of an ISO 9001:2015–certified group, needed to modernize how it serves customers in long-established industrial and manufacturing markets while maintaining strict quality and customer satisfaction standards. Their challenge was to add a digital channel that fit into existing processes and upheld the service expectations that supported their ISO certification.

They implemented Olark live chat, staffed by managers and web team members across branches, using features like chat transfers to route customers quickly to the right expert. In under a year they saw increased online traffic, more leads and conversions, and higher customer satisfaction—helping them modernize service without compromising the quality required by their ISO standards.

The Gear Centre

Isolde Henning

Marketing Assistant