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To contact PureVPN agents, a website visitor needs to fill out a form to choose the department they want to reach: pre-sales or support.

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This extra trust is important, especially in the software industry. This way website visitors are sure they’re contacting the right people. They also give the chat window a custom colour, so it fits their brand theme. That’s how they know they were able to increase overall sales by 15-20% due to LiveChat interactions.īesides analytics and reports, PureVPN customized their chat window by displaying their company logo. They also like the Sales tracker feature to measure the revenue they generate from the chats. Based on the data, they can improve their website usability, or start a chat during the checkout process to guide users to a sale. PureVPN agents set a goal to see how many visitors were able to successfully conclude their checkout. They also use the Goals feature embedded in the LiveChat solution to track all the chats that led to a sale. One of them is monitoring the agents’ performance, as they claim it’s “one feature we cannot do without.” They monitor the effectiveness of chats and customer satisfaction: it helps them improve their processes. They particularly like LiveChat’s reports. PureVPN’s Customer Success Agents use many LiveChat’s features to help them provide better customer service and measure their sales. Their support team is now more than 30 people strong. PureVPN uses LiveChat to assist the visitors on their website, including existing and new customers.

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LiveChat not only fulfilled our requirements but also provided guidance and metrics on how to create a great, value-filled experience for our users.” They wanted to efficiently assist their growing subscriber base and most tools lacked the key element of mapping internal metrics for their Customer Success Agents. Why did they decide to go with LiveChat?Īccording to PureVPN Customer Service Team Manager Sarmad Hussain, the initial tools they tested didn’t provide the adequate features to satisfy their requirements. That’s why they decided to try out LiveChat, which offers a real-time communication channel on a website. To better serve its users, PureVPN wanted a communication tool that’s easy to use for its users. When it comes to customer service, PureVPN always had a customer–centric approach from the get–go.

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PureVPN helps users stream their favourite content instantly, browse websites without facing any hurdles, download safely, avoid hackers, ISPs monitoring and geo-tagging by third parties. The VPN provider operates a self-managed VPN network that currently stands at 750+ servers in 180+ locations. PureVPN is a VPN service loved by millions of users around the world. Sales increased by 20% and customer satisfaction hit 94%.