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For a BPO that values speed, LiveChat® delivered measurable gains: 2–3 days from kickoff to first chat, instant chat window updates, and 20+ hours/month saved on reporting. When FRT spiked, real-time dashboards helped ChatPandas re-staff and reduce missed chats by 45% in a week.
ChatPandas is a leading outsource customer support focused on meaningful customer interactions at every touchpoint. To move faster and scale with confidence, the team moved to LiveChat® for quick deployment, a clean agent experience, exec-ready dashboards, dependable support, and a clear lift in qualified leads.
Quick takeaways
- Go live in days with a simple setup and training.
- Change the chat window in seconds without a developer.
- Track AHT and FRT at a glance with ready-made dashboards.
- Map pre-chat fields to Salesforce to prioritize high-intent leads.
- Count on responsive support for bulk user setup and permissions.
Why speed and clarity matter
“We started using LiveChat almost 8 years ago and stayed on. The setup and training were remarkably simple—our team was fully onboarded and handling live chats within just 2–3 days, compared to the much longer timelines we had experienced with other solutions.”
— Kashif Khan, CTO
ChatPandas chose LiveChat to remove delays from onboarding, configuration, and reporting. BPO programs win or lose on time to launch and day one productivity. That’s why it’s crucial to launch new support channels quickly and for software to allow instant orientation of new agents. Leaders need immediate clarity on AHT, FRT, and trending issues without waiting for manual reports.
Kickoff to first live chat
“What used to take a week with other platforms now takes us just minutes with LiveChat — whether it’s getting agents live or tweaking the chat window, the speed is unmatched.”
— Khan
Chat-window flow
- Easy branding adjustment
- Proactive customer engagement with A/B testing
- Customized welcome messages with A/B testing to know your customers
- Perfect compatibility in-app support and on websites
Onboarding time
- Other solutions: 1–2 weeks
- LiveChat: 2–3 days
Chat-window change
- Other solutions: 3–5 days
- LiveChat: under 1 minute from the dashboard
Agents are productive on day one
Chat agents regularly help two to three customers at once compared with one over the phone. Canned responses, an integrated knowledge base, and chat supervision drive day-one productivity and reduce errors. Seeing each visitor’s URL path gives instant context so agents respond with precision.
Exec visibility without analyst time
Chat engagement from campaigns and campaign conversion lead to campaign success reporting. By analyzing campaign conversion reporting, a complete analysis can be done on what worked and what was missing. Agent utilization is key to optimizing every shift. As a C-level executive, it’s easy to understand if teams are achieving AHT, FRT, and FRC. Tagging adds clarity, helping leaders review trends in customer queries without scanning transcripts.
At a glance in action
During a peak week, Ali Ashraf, COO, noticed an immediate spike in FRT on the dashboard. With that visibility, he quickly reallocated staffing to cover live chat during high-volume hours. This swift decision reduced missed chats by 45% in just one week.
“LiveChat’s dashboard cuts hours of reporting work and gives us instant clarity, while their support team is always there when we need them — fast, precise, and reliable.”
— Ashraf
Reporting lift
- Manual reporting 4–6 hours per week compiling AHT, FRT, CSAT, and trends
- With LiveChat dashboards ready from the start, no analyst required
- Net time saved roughly 20+ hours per month
“Managing a team of a few to thousands is equally easy now — all this was aided by LiveChat’s single click reporting dashboard.”
— Ashraf
Lead generation that flows into Salesforce
ChatPandas captures name, email, phone number, and inquiry type in pre-chat fields. These map directly into Salesforce’s CRM, where tags and routing rules help the sales team prioritize high-intent leads. Proactive messages and sensible routing speed the first touch.
Thirty-day lead snapshot
Support that builds confidence
When ChatPandas scaled for a new client, they needed to add and configure dozens of new agent accounts quickly. A few settings weren’t clear, so the team reached out to LiveChat support. Within 15 minutes, support walked through bulk user setup and permission levels, ensuring new hires were chat-ready the same day.
Results
Onboarding from kickoff to first chat measured in days
- Other solutions: 1–2 weeks (implementation + training)
- LiveChat: 2–3 days (fully trained and live)
Time to apply a common chat-window change
- Other solutions: 3–5 days (developer required)
- LiveChat: under 1 minute (directly from dashboard)
Time saved on reporting thanks to dashboards
- Manual reporting: 4–6 hours per week compiling AHT/FRT, CSAT, and chat trends
- With LiveChat dashboards: minutes (instant, no analyst required)
- Net time saved: ~20+ hours per month
LiveChat for BPOs
- Launch new client programs in days with minimal training overhead.
- Keep agents efficient from the first shift with canned responses, KB, and supervision.
- Give non-technical leaders instant AHT and FRT visibility for shift planning.
- Map pre-chat data into CRM to convert conversations into qualified leads.
- Rely on responsive support for bulk user setup and permissions when you scale.
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About ChatPandas
ChatPandas helps businesses cut operational costs and optimise customer relationships—from simple support queries to complex technical processes—while creating meaningful interactions at every touchpoint.
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