How an ISP Used Online Chat to Lower Customer Service Costs and Achieve an 80% Customer Satisfaction Rate

by Laurie Lande
Case study published on 8/21/2007

Earthlink, one of the country's smaller Internet service providers, serves just over 5 million customers. To differentiate itself, it has decided to provide superior customer service. An early adopter of chat technology, it has sought to actively offer efficient online customer service via chat—both shifting customer support away from the less-efficient phone channel and increasing customer satisfaction while dramatically reducing expenses.