D-03 · US live chat SaaS case study
A US live chat company with more than two decades in market, selling chat, managed agents and an AI chatbot to businesses in the US and the Middle East.
The short answer
From January 2023 to February 2026 AiS LABZ's founder served as business consultant to a Chicago live chat and AI chatbot company. The work spanned brand and social strategy, a new website, bilingual enrolment into an automaker's Canadian dealer programme, industry-specific sales collateral, a hybrid AI-plus-human chat playbook, Middle East events, retention analytics and SEO. By September 2025 the site held #1 for “chicago live chat software” and “live chat software for travel agencies”.
What was in the way?
- Two markets, one brand: growth in the US and the Middle East needed one consistent story.
- Communication gaps between departments: marketing, sales, support and IT.
- New products needing launch material: chat features, the AI chatbot and a call-centre line needed decks, flyers and positioning.
- Retention blind spots: cancellations were logged ticket by ticket, with no view of why accounts left.
What changed?
- #1 for “chicago live chat software” and “live chat software for travel agencies”.
- “Chat support for business” up 67 places, “website chat solutions” up 60.
- “24/7 live chat service” up 20 places to #9.
- Approved as a chat provider in an automaker's Canadian dealer programme, with enrolment content in English and French.
- Activations accelerated through spring 2025: the first half of May brought more new live accounts than any full month before it, with real estate the largest vertical at about half of activations.
- Churn traced to its source: about half of cancellations came from dealers migrating website or CRM platforms, and only one cited cost.
- 28-second average first response on managed chat (July 2024 account report).
- 2,900 active users in September 2025, led by the US.
- Media partnerships at two major Dubai technology events, 2024 and 2025.
How did we do it?
The same four-phase method on every engagement: diagnose, model, build, compound.
Diagnose
Competitor analysis across social, search and review platforms; working sessions with marketing, sales, support and IT; a review of five months of activation and cancellation records to find where accounts were won and lost.
Model
One brand story for two markets, and a hybrid chat playbook mapping when the AI chatbot handles a visitor and when it hands over to a human agent across eleven industries.
Build
A new website with the UI/UX and development teams; a 2024 pitch deck; brochures and flyers in six industry editions (automotive, powersports, real estate, law, IT and marketing); bilingual English and French enrolment content for an automaker's Canadian dealer digital programme; a call-centre product scoped against competitors in the US and UAE; booth, print and video for two Dubai technology events.
Compound
Monthly SEO reporting across hundreds of tracked terms, review programmes on Clutch, Capterra and G2, feature ideas for the product team, and processes that closed gaps between departments.
Who did we work with?
Common questions
Whatever sits between strategy and delivery: brand, website, collateral, events, review platforms, SEO, retention analysis and the processes that make departments work from one plan.
The AI chatbot handles routine questions and bookings; when a visitor needs judgement, such as financing, a diagnosis or legal advice, it hands over to a trained human agent with the conversation intact. We mapped those handover points industry by industry.
As media partnerships that put the brand in front of regional buyers, backed by booth design, print and video for the sales team.
It ran from January 2023 to February 2026.
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