Case Study: Tennessee 811 achieves 300% more website chats and instant resident answers with Pure Chat

Tennessee 811 Gives Residents Instant Answers With Live Chat

Tennessee 811 is a 24/7 non-profit underground utility notification center that serves Tennessee residents and contractors, handling millions of locates annually. Faced with growing online demand, Director of IT Bill Berzins needed a simpler, more user-friendly live chat solution after the team found their initial tool too complicated.

They replaced the old system with Pure Chat for its ease of use and affordability, seeing about a 300% increase in website chats. The chat now helps answer immediate questions, log e-tickets, assist with emergency locates and serves as a phone backup, improving customer engagement and operational resilience.

Tennessee 811

Bill Berzins

Director of IT