Case Study: Reno Assistance qualifies 25% more customers with Olark Live Chat

How Reno Assistance uses Olark Live Chat to turn prospects into actual customers

Reno Assistance is a Canadian referral service that connects customers with contractors and differentiates itself by offering personalized renovation advice. The company faced a key challenge: many website visitors—often landing on blog pages—spent less than a minute on the site and didn’t immediately grasp Reno’s tailored value, so opportunities to convert prospects were being lost.

Reno implemented Olark Live Chat with targeted automated messages, pre-chat surveys, click-to-chat, and page-triggered pop-ups to engage visitors within the crucial first minute, capture contact details, and route users to the right renovation experts. The chat channel proved more comfortable than phone for many customers, improved response management via live reporting, and helped Reno qualify 25% more customers through live chat versus other channels, boosting engagement and conversions.

Reno Assistance

Paul-André Bégin

Vice President