How LiveChat Grew Revenue and Increased Customer Happiness With Recurly

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Customer Case Studies LiveChat

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We’ve all seen those little chat icons that pop up at the bottom of countless web pages, asking if you need any help or want to chat with customer support. 

As it turns out, there’s more to chat support than meets the eye. LiveChat, one of the pioneering providers of online customer service software, has been assembling a complete customer service platform since 2002 in order to help over 30,000 companies manage tickets, create AI chatbots, and keep knowledge in a single place.

In 2012, after 10 years in business, LiveChat realized its billing department wasn’t providing stellar customer service to its customers — ironic, considering LiveChat’s focus on powering great customer experiences. The company would manually invoice its business customers and ask them to make payment via PayPal or Skrill. 

This disjointed experience hampered LiveChat’s ability to grow. Customers weren’t comfortable paying invoices through a seemingly random third party service, and LiveChat’s back-office teams simply couldn’t keep up with all the accounting & billing complications. 

In 2012, LiveChat adopted Recurly to simplify its recurring billing practices. What it didn’t realize at the time was that Recurly wouldn’t just make things simpler for customers and employees: Recurly would serve as a catalyst for LiveChat’s growth, both in terms of the number of customers and revenue. Says Szymon Klimczak, CMO of LiveChat: “We’ve always been hungry for more growth, and without Recurly, we wouldn't be in the place we are now.”

Read the full case study and see how LiveChat used Recurly to turbocharge sales and scale as a company. You’ll learn:

  • How LiveChat fights churn by experimenting with different payment processors and subscriber emails
  • Why LiveChat chose Recurly over other subscription billing providers
  • What numbers LiveChat uses to calculate the ROI on Recurly

Want more? Check out our exclusive how-to guide on gaining a competitive advantage with subscriptions:

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