Industry
Telecommunications & NetworkingCompany
Huawei is a Chinese multinational networking and telecommunications equipment and services company providing solutions in 170 countries and regions worldwide.
Location
Global
- 29% increase in customer satisfaction
- 3x more customers served with live chat than by phone
- Real-time interaction to increase brand loyalty and trust
Starting with Professional Customer Service
Huawei is a Chinese multinational networking and telecommunications equipment and services company, which provides solutions in 170 countries and regions worldwide.
As a leading global ICT solutions provider, Huawei realized the importance of contact with customers in real time. They started looking for a helpdesk software with ticketing system that would enhance the efficiency of their support staff by providing customer service via live chat. After their research in 2013, they decided to go with LiveAgent.
We quickly adapted an easy way of monitoring and answering customer queries towards multiple digital channels.
Live Chat and Proactive Chat Invitations
Huawei uses live chat and chat invitations on a daily basis, which helps them with proactive interaction with their customers. In addition, they’ve successfully managed to offload a high percentage of calls from their contact center, which saves a large amount of time each day.
You can serve 3x more customers with live chat than by phone.
By implementing real-time service, we were able to increase customer satisfaction by 29%.
Improvements Achieved by LiveAgent Implementation
- Enhanced Online Customer Experience - Providing seamless, real-time support across multiple channels
- Increased Conversion Rate of Cross-selling and Up-selling - Real-time interactions enable better sales opportunities
- Reduced and Eased Contact Center Calls and Email Tickets - Live chat offloads significant volume from traditional support channels
- Real-Time Interaction to Increase Brand Loyalty and Trust - Immediate responses build stronger customer relationships
Customer Satisfaction and Goals
Huawei evaluates overall customer satisfaction by using LiveAgent’s reward/rebuke feedback feature. Receiving both positive and negative feedback helps to increase the overall quality of Huawei’s support representatives. It gives supervisors an overview of who is performing well and who needs more training. Receiving positive feedback after a chat session motivates their support staff as well.
Thanks to Twitter and Facebook integration, Huawei is able to monitor all customer posts and queries directly in LiveAgent, ensuring they never miss important customer interactions across social media channels.
Excellent tool which has enhanced the efficiency of our support staff.
Gokulnaath Gopal – Solution Manager @Huawei
