Pescatore Seafood Company
A Grand Central seafood retailer keeps a live person on the site 24/7 for nationwide shipping customers.
Who they are
Pescatore Seafood operates out of Grand Central Terminal, where roughly 750,000 people pass through daily. The company has been at it for more than two decades and is rated the top seafood retailer in New York City. Beyond the storefront, Pescatore ships fresh seafood and prepared meals nationwide five days a week, with President Glen Licht running the operation.
What they were dealing with
Selling perishables across the country means fielding questions at all hours from customers in different time zones. People want to confirm what arrives when, ask about substitutions, and double-check shipping windows before committing to an order. A static FAQ was not enough.
We know our customers are being taken care of because they can go onto the site and there is a live person there 24x7.
How tawk.to helped
Pescatore added live chat with Hired Agents covering the site around the clock and built out a knowledge base that gets updated as new customer questions come in. The setup keeps a real person available regardless of when an order is being placed.
What changed
Customers in any time zone find a live person on the site, every hour of every day. The knowledge base keeps growing alongside the chat history, so the most common questions are increasingly self-serve, and the company has held its #1 rating in New York City through the shift to nationwide shipping.
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