{"id":813,"date":"2018-04-25T11:55:15","date_gmt":"2018-04-25T11:55:15","guid":{"rendered":"https:\/\/helpcrunch.com\/case\/?p=813"},"modified":"2026-02-04T13:44:21","modified_gmt":"2026-02-04T13:44:21","slug":"pr-dashboard","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/case\/pr-dashboard\/","title":{"rendered":"How PR-Dashboard Got a 91% Boost to Their Live Chats after Switching from Zendesk to HelpCrunch"},"content":{"rendered":"\n

The product is great and your enthusiasm and personal attention to customers makes a big difference.<\/em><\/strong><\/p>Jeroen Borgesius, CEO @ PR-Dashboard<\/cite><\/blockquote>\n\n\n\n

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

In plain English, if you\u2019re a PR manager in the Netherlands, you can use PR-Dashboard<\/a> for finding relevant journalists for your press releases. You can send them emails, monitor their opens and replies together with media outlets updates \u2014 all in one tool.<\/p>\n\n\n\n

And as any self-respecting company, they wanted to have a live chat on their website for customer communication. Live chat gives their customers an opportunity to quickly ask a question or leave their feedback. That\u2019s what companies do this day \u2014 communicate with clients in real time via live chat. And that\u2019s what PR-Dashboard has been doing for a long time, too.<\/p>\n\n\n\n

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

From the very start, PR-Dashboard needed a simple and intuitive live chat tool that would look integral within their product, but still attract people\u2019s attention and encourage them to start a conversation.<\/p>\n\n\n\n

So they chose Zopim<\/strong> (which is now a part of Zendesk<\/a> toolset). Back then, it was a simple live chat tool with nothing fancy on top of that. Maybe even too simple.<\/p>\n\n\n\n

There were two fundamental problems with Zopim:<\/strong><\/p>\n\n\n\n

  1. Though they used this tool for quite some time, PR-Dashboard weren\u2019t satisfied with Zopim\u2019s very limited customization options. They didn\u2019t like their live chat widget layout and the fact they couldn\u2019t place it freely on their website. Also, it looked kind of terrible on mobile devices.
    <\/li>
  2. On top of that, their team worked from outside their office quite often, so having their live chat software as a mobile app would be of a great help. Zopim didn\u2019t offer that, too.<\/li><\/ol>\n\n\n\n

    The last straw emerged during Zopim\u2019s integration with Zendesk. Back then, Zendesk was just a cloud-based helpdesk company, but at some point they decided to add a live chat tool to their toolset. So they acquired Zopim live chat for this purpose.<\/p>\n\n\n\n

    Naturally, during the integration process, things have become too confusing for their users. So PR-Dashboard started looking for alternatives.<\/p>\n\n\n\n

    The Solution<\/h2>\n\n\n\n

    That\u2019s when PR-Dashboard stumbled upon HelpCrunch. It was a pure chance as they accidentally saw a nice chat widget on some third party website and liked the way it looked. Just like that.<\/p>\n\n\n\n

    After a small research, they found out it was HelpCrunch<\/a>.<\/p>\n\n\n\n

    There are three fundamental things they appreciated in it right from the beginning \u2014 live chat widget design, mobile app, and instantaneous high-quality customer support.<\/p>\n\n\n\n

    Mobile app<\/h3>\n\n\n\n

    The first huge surprise after signing up for HelpCrunch was our mobile app. It was exactly what they needed \u2014 the ability to answer clients\u2019 requests from wherever they want in a fast and simple way.<\/p>\n\n\n\n

    Chat widget customization<\/h3>\n\n\n\n

    Then they saw all the customization features to the HelpCrunch live chat widget. They were able to place it on their website according to their needs so that it won\u2019t stand out as a third party solution.<\/p>\n\n\n\n

    \"PR-dashboard<\/figure>\n\n\n\n

    Great customer support experience<\/h3>\n\n\n\n

    HelpCrunch also provides one of the best customer support experience out there! At least that\u2019s what Jeroen Borgesius, CEO at PR-Dashboard, keeps saying to his personal onboarding assistant Konstantine.<\/p>\n\n\n\n

    Another nice little thing they appreciated was the \u2018operating hours\u2019 feature. Not that big of a feature, but they really liked this particular setting. After setting their work schedule, their team went online during the specified operating hours and offline during the rest of the time.<\/p>\n\n\n\n

    Overall, HelpCrunch live chat worked amazing for PR-Dashboard. It had everything they needed \u2014 from file sharing to saved responses to even helpdesk functionality. And it worked wonders.<\/p>\n\n\n\n

    The Result<\/h2>\n\n\n\n

    If something is right for you, you can instantly see positive outcomes. After switching to HelpCrunch, PR-Dashboard saw a huge boost to their live chat key figures:<\/p>\n\n\n\n