Lots of product questions came in during the evening, but nobody was available to answer. Visitors left the webshop without buying.
Chathands took over live chat and WhatsApp until 22:00. Our specialists answered bespoke questions, gave advice based on images and helped visitors through the checkout process.
More questions were answered immediately, even outside office hours.
Live chat · WhatsApp
- Response time
- Handled conversations
- Leads
- Customer satisfaction
Read the case studyRequests for test drives and quotes came in outside opening hours and lay unanswered until the next morning. Competitors responded faster.
Chathands picked up conversations immediately, answered stock questions and booked test drives into the dealer's calendar.
Fewer lost enquiries and a faster route from question to appointment.
Live chat · Email
- Response time
- Appointments
- Enquiries followed up
- Conversion
Read the case studyThe inbox kept filling up with recurring questions. The internal team couldn't get to their own work and turnaround time increased.
Chathands handled the first line based on a shared knowledge base and only escalated complex questions to the internal team.
The internal team could focus on their core tasks again.
Email · Social
- Turnaround time
- Handled conversations
- Escalations
- Customer satisfaction
Read the case studyTrial users asked technical questions via chat, but the support team was in meetings during the day and only responded late.
Chathands answered trial questions, recognised upsell moments and routed users with complex questions directly to the right consultant.
Trial users got faster answers and were better guided towards a subscription.
Live chat · Email
- Response time
- Trial-to-paid
- Followed-up leads
- NPS
Read the case studyTravellers booked and changed their trips mostly in the evening and at weekends. The in-house team wasn't available then.
Chathands took over evening and weekend questions about existing bookings, cancellations and new requests.
Travellers got an immediate answer, even outside office hours.
WhatsApp · Live chat
- Availability
- Handled conversations
- Revenue impact
- Customer satisfaction
Read the case studyPotential tenants and buyers asked questions via the website, but stopped responding after waiting a day for an answer.
Chathands answered questions about availability, viewings and documentation immediately and booked viewings into the calendar.
Faster contact led to more viewings and serious enquiries.
Live chat · Email
- Response time
- Viewings
- Serious enquiries
- Turnaround time
Read the case studyPatients and caregivers called and chatted en masse with practical questions. The front desk became overloaded and waiting times grew.
Chathands took over live chat and WhatsApp with a trained team that rescheduled appointments, answered practical questions and escalated care questions according to protocol.
The front desk was relieved and patients got a clear answer straight away.
Live chat · WhatsApp
- Response time
- Handled conversations
- Phone pressure
- Customer satisfaction
Read the case studyCustomers constantly asked about shipment status. The in-house team spent all day answering the same questions.
Chathands answered track & trace questions instantly via live chat and email, communicated delays proactively and escalated only damage claims.
Fewer repeat questions and calm in the operations team.
Live chat · Email
- Response time
- Handled conversations
- Repeat contacts
- Escalations
Read the case studyCandidates applied in the evening and at weekends, but only heard back days later. By then they had already started elsewhere.
Chathands picked up every application instantly, answered questions about vacancies and terms, and booked intake interviews into the recruiters' calendars.
Candidates stayed warm and the flow of intake interviews grew significantly.
WhatsApp · Live chat
- Response time
- Booked intakes
- No-shows
- Time-to-hire
Read the case studyPeople with a legal issue often reach out in the evening. Whoever doesn't get an immediate answer calls the next firm.
Chathands ran the first intake via live chat: what is the situation, which area of law, how urgent. Qualified enquiries went straight to the right lawyer.
Every enquiry was followed up, even at 9:30 in the evening.
Live chat
- Response time
- Qualified enquiries
- Followed-up leads
- New cases
Read the case studyCustomers dropped off during sign-up due to questions about documents and terms. Support only responded after a working day.
Chathands answered onboarding questions instantly via live chat and email, helped with documents and kept customers moving towards activation.
Fewer drop-offs and a smoother route from sign-up to active customer.
Live chat · Email
- Response time
- Completed onboarding
- Drop-offs
- Customer satisfaction
Read the case studyAround ticket sales and in the run-up to events, question volume exploded. The in-house team couldn't handle the peaks.
Chathands scaled up during peak moments and answered questions about tickets, payment issues and practical information via live chat and social.
Peaks were absorbed effortlessly without extra permanent staff costs.
Live chat · Social
- Response time
- Peak volume
- Answered questions
- Customer satisfaction
Read the case study