Customer Experience Support

The Challenge

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.

The Approach

  • 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%