Success Stories

From days to minutes: ChatPandas ramps faster with LiveChat

5 min read
Sep 23, 2025

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 BPO 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

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

Onboarding time

Chat-window change

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

“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

visualisation of thirty day lead shapshot

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

Time to apply a common chat-window change

Time saved on reporting thanks to dashboards

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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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