Case Study: Articulate achieves increased Premium Membership sales and streamlined support with Provide Support Live Chat

Provide Support's Live Chat Software Adds Sellable Benefit to Company's Premium Membership Offering

Articulate, a New York–based e‑learning software company with over 12,000 customers, found that offering live chat to everyone generated an unsustainable flood of support requests. To maintain a high level of customer service while optimizing staff time and budgets, Articulate chose Provide Support Live Chat as its live chat solution.

Articulate made Provide Support Live Chat a key benefit of its paid Premium Membership Plan, giving members unlimited live Web chat with Tier 2 engineers and other premium services. The change cut live chat volume to under 20 inquiries per day, boosted upselling and perceived product value, and helped earn Articulate recognition as one of the Association of Support Professionals’ 10 Best Web Support Sites of 2007.

Articulate

Gabe Anderson

Director of Customer Support