Iceline Hosting Delivers Faster Support at a Fraction of the Cost with NexChat

Key takeaways

• NexChat unified Iceline's support from 3–4 separate tools into one platform, cutting costs from £300/month to £29/month while doubling response times.

• NexChat's WHMCS and custom game panel integrations let agents see customer services, invoices, and servers in one place—one click to manage, no switching between apps.

• NexChat's ephemeral forms and honest AI (which escalates when it doesn't know) gave Iceline the security and flexibility they needed for game hosting support.

Client

Iceline Hosting is a UK-based premium game server and cloud hosting provider serving gaming communities worldwide. Committed to fast, reliable support in an industry where downtime stands out, Iceline needed a support platform that could keep pace with their growth, without the pricing and fragmentation headaches of their previous setup.

After years of testing live chat systems and struggling with disjointed tools, Iceline turned to NexChat in September 2024. The result: support consolidated in one place, costs slashed, and response times dramatically improved, with zero downtime since launch.

Challenges

Before NexChat, Iceline relied on Crisp for live chat, WHMCS for tickets, and email: three or four separate solutions to maintain. Crisp's ticket system fell short: "It was just a live chat disguised as a ticket. No proper ticket tools or integration." Chats and tickets were never synced; agents juggled numerous logins and platforms just to get a full picture of a customer's issue.

Pricing was the biggest issue. Iceline paid £300 per month for Crisp: eight seats plus addons for WHMCS, tickets, and the AI bot. "More staff and seats does not mean the business is doing better financially," they noted. "We've had more staff than needed at times and were penalized for having more agents onboarded." Hosting-specific pain added time to every resolution: agents switched between tools to find a customer's server or product, and sensitive data (logins sent in plaintext) was a nightmare to handle and purge.

Solutions

Iceline chose NexChat for flexibility and pricing. No feature gates meant full access without paying more. Volume-based pricing replaced per-seat, so cost scales with message volume, not headcount, taking them from £300/month to £29/month for the same or better capabilities.

Integrations were paramount. Retranex built a custom theme for Iceline's ticket area; after their custom game panel launched, a bespoke integration followed. Agents now view and access all customer servers from the agent area. One place, one click.

NexChat AI exceeded what Crisp offered. Full transparency into the knowledge base; full control to add content. Crucially, the AI doesn't pretend: if it doesn't know the answer, it escalates to agents instead of hallucinating. For game servers, where issues can be highly niche, that honesty was essential. Ephemeral forms solved sensitive data: credentials for VPS, game servers, and SFTP are sent securely and never stored longer than needed.

Results

Response times doubled; resolution time improved even more. The NexChat escalation system lets agents escalate with full context in one place. No more Trello or external tools. "A blessing for everyone." The team felt a renewed sense of motivation: "It was like a breath of fresh air after all the issues we went through with the previous chat provider." Iceline has used NexChat since September 2025 with zero downtime or major issues.

Quote

"We would recommend NexChat for the flexibility, security, and performance. The bespoke features are unparallel to any other chat/ticket provider. If you care about your hosting provider's response times, NexChat is the software to use."
— Iceline Hosting

Going Forward

As Iceline scales, NexChat remains the foundation for support: unified, secure, and cost-effective. With bespoke integrations, honest AI, and volume-based pricing, Iceline can focus on what matters: keeping gamers connected and support teams motivated.