Case Study: CoPromote achieves fewer inbound support requests and streamlined onboarding with Olark live chat

How CoPromote uses transcripts for site updates and onboarding

CoPromote is a free co‑marketing platform that helps content creators amplify social posts across Facebook, Twitter and Tumblr. Four years ago the company struggled with chaotic support — roughly 50 emails a day (many negative), frequent confused chats, slow or incomplete email feedback, and customers who expected the product to behave like mainstream social networks, making onboarding and updates a frequent source of friction.

CoPromote began systematically tracking live‑chat transcripts (tagging reason for contact and OS) and using in‑chat tools like the /see command to guide onboarding and explain changes in real time. That insight drove targeted blog posts, social updates and FAQ edits, reducing inbound support, improving onboarding and retention, and leaving the team with a manageable 1–2 chats and 3–4 emails per day and stronger customer trust.

CoPromote

Jorge Hernandez

Communications Director