Case Study: ITHAKA (JSTOR nonprofit) achieves top-rated live-chat customer satisfaction with Pure Chat

Ithaka - Customer Case Study

ITHAKA, a not‑for‑profit that runs JSTOR, Portico and Ithaka S+R, needed a faster, more user‑friendly way to support librarians, faculty and students worldwide. Their 12‑person User Services team wanted to cut down on email and other slow channels, handle varying levels of internet literacy, and deliver quick, consistent answers across time zones.

They implemented Pure Chat with a rotating chat‑owner schedule, a visible alert system and a focus on personalized, transparent responses. By answering chats in under 10 seconds on average and escalating when needed, the team rose into Pure Chat’s top‑10 happiness rankings—boosting customer satisfaction, speeding resolution, and making support more approachable.

Ithaka

Erin Mann

User Services Manager