Enterprise software adoptionSourced

Case Study: Invisible increased incoming support chats by 32% with HelpCrunch

Invisible Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Invisible

Industry

Enterprise software adoption

Challenge

The team needed a modern, affordable live chat after outgrowing its previous tools.

Headline result

Invisible, a provider of enterprise adoption and ROI tools, saw incoming support chats rise 32% after switching to HelpCrunch

Key results

32%

Increase in incoming support chats

after switching to HelpCrunch

The challenge

Invisible is a technology provider of tools engineered to increase user adoption and ROI of enterprise software. Its team of 16 live chat agents (8 sales representatives and 8 customer success managers) needed live chat for a side product, and found prior tools dated or, in Intercom's case, too complicated.

The solution

Invisible adopted HelpCrunch, which was fully GDPR-ready, and used its live chat customization per webpage, behavior-based auto-messaging, and mobile apps. More than 60% of live chat visitors were existing customers.

The results, in context

After switching to HelpCrunch, Invisible reported an immediate 32% increase in incoming support chats, while overall chat response time continued to decrease.

Products used

HelpCrunch Live ChatHelpCrunch Auto MessagesHelpCrunch Mobile App