Case Study: Titus (Europe’s leading skateboard retailer) achieves faster customer query resolution and higher engagement with Userlike

Titus - Customer Case Study

Titus, Europe’s leading skateboard goods and apparel retailer with 30+ shops and a 15-person chat team, needed a more accessible way to meet customers’ communication preferences. Before adopting live chat the company relied on phone, email, Skype, mail and fax — channels that were slower or imposed barriers (Skype required installation) and didn’t allow proactive engagement from the online shop.

After testing providers, Titus chose Userlike for its easy setup, strong ecommerce fit and value; they now use features like push, Messenger integration and Chat Butler. Live chat is used for quick, simple queries, keeps customers on product pages, and has been embraced by both customers and reps for faster issue resolution and smoother service.

Titus

Pius Knebel

Ecommerce and Online Marketing Manager