Pure Chat Focuses On Code To Perfect Live Chat Customer Experience

Pure Chat Focuses On Code To Perfect Live Chat Customer Experience

“It’s all about starting conversations in the most familiar, authentic way,” says Lindsay Bayuk. Lindsay helps build the software that fosters conversations between customer and company at Pure Chat.

Javascript and The Customer Experience

Pure Chat’s goal is simple — make it easier for customers to get the help they need through live chat. But, achieving that goal requires a fair amount of (javascript) engineering. Pure Chat’s bread and butter is live chat. They rely heavily on JS frameworks like Node.js, backbone.js, marionette.js, and grunt.js to make their live chat run smoothly.

Backbone and marionette power their chat widget, and have a big impact on their client’s experience. “Backbone is stable, flexible, and modular, which makes incorporating other libraries, like Marionette, a piece of cake,” says Lindsay.

For the grunt work, Pure Chat (unsurprisingly) relies on Grunt.js. “Grunt.js makes automating builds much easier by allowing us to write custom tasks to accomplish different things.”

While You Were Away – Empowering Customers To Communicate Offline via SMS

Not all of Pure Chat’s clients are in front of a computer 24/7, experiencing some finely engineered Javascript software. When they’re away from a desktop, they can still get updates on their customers and their questions via text through Twilio.

Lindsay argues that in a mobile-first, on demand world that it’s now more important than ever to be connected with your customers at all times.

“Our customers need to know when someone has a question for them–whether they’re at the office or running errands. Twilio allows us to send those SMS notifications to our customers. This alert allows them to respond as fast as possible using our native mobile apps. We send almost 2,000 messages per day using Twilio and growing.”

Pure Chat is running fast, and only taking breaks to shoot nerf guns and take a tour of the newest breweries in Scottsdale, AZ. Their investment in engineering is only matched by their investment in customer experience. To their team, the two are inextricably linked and that belief helps them engineer a better customer experience every day.