The challenge here is to provide Live Chat service to offer superior customer service round the clock and thereby improving Customer Satisfaction and increase online conversions and overall revenue.
- BizRate score moved up to 9.0 from 8.7 in less than a year
- Achieved a conversion rate of 16 – 18% over the Live Chat channel
- Average Order Value (AOV) of $110 – $120 on Live Chat against the website AOV of $60 – $70
- Consistent Customer Satisfaction rate of 93% and above
- Industry leading chat waiting time with more than 95% customers responded in less than 30 seconds
- First Time Resolution rate of 94%