CHALLENGE Serving over 3 million small business customers, Web.com is the market leader in online services for small businesses. Part of Web.com’s successful customer experience and sales strategy is to proactively reach out to website visitors via chat. As the company’s chat activity grew, however, they felt increasingly limited by their long-time chat provider. Web.com wanted the freedom to make changes to their implementation quickly as they worked to optimize and grow their chat activity. At the time, Web.com’s chat solution required HTML which often made changes and optimizations complicated and time-consuming. Their previous chat solution also didn’t offer the full range of reporting capabilities Web. com needed to deliver the visibility required to track detailed outco

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