Huawei is a Chinese multinational networking and telecommunications equipment and services company, which provide solutions in 170 countries and regions worldwide.

Starting with professional customer service

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 later 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 daily bases, which helps them with proactive interaction with their customers. In addition, they’ve sucessfully managed to offload a high percentage of calls from contact center, that 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
  • Increased Conversion rate of Cross selling and up selling
  • Reduce and Ease Contact center calls and Email tickets
  • Real-Time interaction to increase brand loyalty and trust

Customer satisfaction and goals

Huawei evaluates overall customer satisfaction by using LiveAgent 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.

“Excellent tool which has enhanced the efficiency of our support staff.”

Gokulnaath Gopal – Solution Manager @Huawei

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