Case Study: WITT WEIDEN improves online customer experience and satisfaction with Userlike

WITT WEIDEN - Customer Case Study

WITT WEIDEN, a leading German textile and mail-order company serving an older customer base, wanted to modernize support to remain relevant to younger, more online shoppers. Until 2016 they relied on phone, email and fax, so they evaluated live chat providers against requirements like fast integration, brand customizability, scalability, multi-language support, analytics, customer feedback and strong data security — ultimately choosing Userlike over an international competitor due to privacy concerns.

Userlike was implemented via Google Tag Manager without IT involvement and rolled out across customer service, e‑commerce and product teams. Adoption was quick: agents appreciated the informal, fast interactions and customers left predominantly five‑star ratings and positive comments. The solution met WITT WEIDEN’s technical and security needs and is being expanded with longer chat hours across their German and Dutch shops.

WITT WEIDEN

Christoph Münch

Project Manager