{"id":754,"date":"2018-06-24T10:48:49","date_gmt":"2018-06-24T10:48:49","guid":{"rendered":"https:\/\/helpcrunch.com\/case\/?p=754"},"modified":"2025-11-24T20:47:54","modified_gmt":"2025-11-24T20:47:54","slug":"invisible","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/case\/invisible\/","title":{"rendered":"How Invisible.io Increased the Number of Support Chats by 32% with HelpCrunch"},"content":{"rendered":"\n

So, I\u2019m in the middle of interviewing a candidate for our position of a content marketer. Naturally, I\u2019m asking all kinds of questions about her previous experience. Her last job was at some company named HelpCrunch<\/a>.<\/p>\n\n\n\n

\u201cSo, what exactly is this HelpCrunch doing, anyway?\u201d<\/em> I asked.<\/p>\n\n\n\n

She responded, \u201cBasically, it\u2019s something like Intercom, but way more affordable.\u201d<\/em><\/p>\n\n\n\n

Wait a minute. At this very moment, our team has been testing Intercom for 3 weeks. And they weren\u2019t quite satisfied with it.<\/p>\n\n\n\n

So HelpCrunch, huh? Let\u2019s give it a try, why not.<\/p>\n\n\n\n

Fast forward five months – and we’re all swimming in money that we could save after switching to HelpCrunch.<\/p>\n\n\n\n

The Intro<\/h2>\n\n\n\n

Without any exaggeration, that\u2019s exactly how one of our clients, a company with 16 live chat agents<\/strong> (8 sales representatives and 8 customer success managers) and numerous monthly chats, closed in on us.<\/p>\n\n\n\n

The company\u2019s name is Invisible.io<\/a> and the person doing the interview is their CMO Max Bondarenko.<\/strong><\/p>\n\n\n\n

The company needed a live chat for their side product SmartCloud Connect<\/a> for better and more effective customer communication.<\/p>\n\n\n\n

\"SmartCloud<\/figure>\n\n\n\n

More than 60% of visitors that come to their live chat are existing customers<\/strong> (and pretty important ones, for that matter). The remaining 30% of live chat communications were with the new leads and were handled by their sales team.<\/p>\n\n\n\n

The only thing is, their live chat team is quite big counting 16 agents. And they all want to be able to answer their clients\u2019 requests effectively without a slightest delay.<\/p>\n\n\n\n

The Challenge<\/h2>\n\n\n\n

For a long time, they had been using Tawk.to for a live chat.<\/p>\n\n\n

[otw_shortcode_quote border=”bordered” border_style=”bordered”]It was okay for one reason only – they had desktop notifications. In all other matters, it wasn\u2019t quite a modern tool for our business.<\/p>\n

\"\"Max Bondarenko, CMO @ Invisible <\/strong><\/strong>[\/otw_shortcode_quote]<\/p>\n\n\n\n

So, they started looking for alternatives.<\/p>\n\n\n\n

They gave Olark and SnapEngage a try, but these tools weren\u2019t quite what Invisible needed.<\/p>\n\n\n\n

Then they stumbled upon Intercom, which turned out to be too complicated, according to their team members\u2019 feedback.<\/p>\n\n\n\n

Broadly speaking, Invisible wanted themselves a live chat tool – something customizable and easy to use. That was all they wanted. Or was it?<\/p>\n\n\n\n

Come to think of it, Invisible also needed:<\/strong><\/p>\n\n\n\n