Efficiency: It's in their DNA
Our client is a category-defining company that continually reinvents the world. First, they took a stagnant vacuum industry and turned it into a sexy product line. Then they did the same thing with fans. And again with hair dryers.
They have a knack for getting ahead of the game and out-innovating competition, and this thinking holds true for the customer support and sales team.
Selling and supporting in chat
When your brand deploys premium products, you are expected to provide a premium experience. Where someone may randomly swing by a Target to pick up a $50 Hoover, consumers are more conscious and thorough about purchasing this company’s product.
The company rolled out a comprehensive chat solution four years ago with Bold 360 and achieved amazing results. This increase in customer care, however, has associated costs. They wanted to maintain their rigorous customer program - but wanted to increase the efficiency of the program.