Case Study: LiveChat improves uptime and customer trust with Pingdom

LiveChat boosts uptime for 7,000 customers with Pingdom

LiveChat, a software company providing real-time customer chat services, faced the challenge of scaling their product's reliability while experiencing rapid growth. They needed to ensure near 100% uptime to prevent disruptions for their thousands of customers worldwide. To address this, they turned to the vendor Pingdom for its Synthetic Monitoring service to simulate real customer behavior from external servers.

The solution implemented with Pingdom involved setting up checks to perform HTTP GET API calls across their distributed server infrastructure, monitoring critical services like chat servers and APIs. This provided a reliable, external view of service status. The results included aligning internal incident detection with actual customer experience and significantly improving uptime, which helped LiveChat earn greater trust from their business customers. Pingdom's API also allowed for automation in managing monitoring checks.

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