PAC Web Hosting Ltd. Engaging with Customers and Prospects to Deliver the Answers They Need
Customer Company Size
SME
Region
- Europe
Country
- United Kingdom
Product
- LiveEngage 2.0 platform
Tech Stack
- Live chat
- Content targeting
- Enrichment analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Revenue Growth
- Customer Satisfaction
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Telecommunications
Applicable Functions
- Sales & Marketing
Services
- Cloud Planning, Design & Implementation Services
About The Customer
PAC Web Hosting Ltd. is a leading provider of Web hosting and domain name services for customers in the United Kingdom. Based in Manchester, the company serves individuals and businesses of all sizes. The company was founded in 2007 by Paul Nesbitt and a partner with an explicit commitment to listen to customers’ needs and opinions. The company has grown into one of Britain’s leading hosting and domain name providers, supporting businesses and individuals from its state-of-the-art data center in Manchester. The company prides itself on its 98 percent customer retention rate.
The Challenge
PAC Web Hosting Ltd. was facing a challenge with its rudimentary live chat solution which was causing website slowdowns. The company wanted to engage with customers in a personal way to increase sales. They were looking to move from a live chat channel to a comprehensive digital engagement strategy. The company needed to replace its live chat solution due to technical problems it was causing on the company’s website.
The Solution
The company deployed the new version of the LiveEngage platform three months ago, utilizing Click to Chat, proactive chat, and content targeting for sales, customer service, and technical support. The LiveEngage platform was activated in June 2014. The company deployed Click-to-Chat buttons on PAC Web Hosting’s public website as well as its secure customer portal. The company also wrote several simple targeting rules to trigger both proactive chat invitations and content targeting campaigns based on user behavior. The company plans to create some informational campaigns and proactive chat for customer service as well.
Operational Impact
Quantitative Benefit
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