Phenomenex achieves 96% customer satisfaction from a global audience with Comm100 Live Chat

For over 35 years, Phenomenex has been a global leader in liquid and gas chromatography, providing researchers worldwide with high-quality equipment, sample preparation, and bulk purification chromatographic media. The company serves a highly technical audience, and strives to differentiate itself based on product and service quality. Here’s how Phenomenex uses Comm100 Live Chat to serve their multinational audience and provide instant, 24/7 support and service.

• 99% – chat acceptance rate (not invitations)
• 4.82 – avg. customer satisfaction (CSAT) rating
• 96% – avg. customer satisfaction score

Exceptional customer service is at the heart of Phenomenex’s business operations. Due to the highly technical nature of their audience, they quickly found that traditional support channels, namely telephone and email, were hindering the customer experience rather than enhancing it. Their team was unable to share important documents (e.g. product specification sheets) over the phone, and the time lags in email had the potential to delay important research project timelines.

With this mind, they quickly identified live chat as a channel that could overcome the shortfalls of these other channels through real-time communication, rich media capabilities, and the ability to cover all their customers’ time zones with 24/7 availability.

Changing customer preferences also played a pivotal role in their decision to adopt live chat. Their research showed that their audience was more than willing to embrace this new channel over other traditional methods of support as it offers better timeliness, personalization, and resolution.

As a market leader in a highly technical industry, the choice to invest in live chat as a support channel was obvious; checking all the boxes for both their business operations and their customers, live chat was the customer experience powerhouse they needed.

In their search for the right live chat provider, auto-translation of inbound messages was nonnegotiable. As a new channel to their tech stack, they were also looking for a vendor that could provide comprehensive analytics and insights into how they were doing.

While that narrowed down their list of vendors significantly, a thorough consultation of review sites like G2Crowd and recommendations from their partners helped pare the finalists down to three options – they ultimately chose Comm100 for its superior auto-translation capabilities and powerful reporting suite.

Thanks to Comm100 Live Chat’s robust features, Phenomenex was able to hit the ground running. Multiple campaigns made multi-language deployments on their region-specific websites easy, while proactive chat invitations were responsible for the huge spike in initial chats and quick adoption of chat as a channel.

With live chat, their customers now get immediate answers to their technical questions anytime and anywhere they need. The numbers show how well they have executed: Phenomenex’s average customer satisfaction score of 96% is almost 13 points above the industry benchmark of 83.1%. Their investment has clearly paid off.

Live chat has quickly become a central pillar of Phenomenex’s customer service operations. It allows their customers to connect with their technical experts in real-time and get fast answers to their complex queries – regardless of time or language barriers.

Going forward, building off the success of live chat as a support channel, Phenomenex has plans to further roll out the platform to their sales department in order to automate their ordering process. They also are considering using chatbots to better capture customer information. Interested in downloading the full case study? Click here for a pdf copy.

To those contemplating live chat, Lee stresses the importance of doing it right: