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VXI & LG Electronics Honored for Direct-to-Consumer Online Sales Experience with Two Gold 2025 Stevie® Awards
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Discover how VXI transformed a global consumer electronics leader’s D2C strategy by revamping its live chat program.
When a global consumer electronics leader transitioned to a Direct-to-Consumer (D2C) model in the U.S., it faced a major challenge — replicating the personalized in-store experience online. Its initial in-house pilot saw just a 3% conversion rate, prompting the need for an expert partner. VXI stepped in, redesigning the brand’s live chat strategy, integrating advanced training methodologies, and migrating operations to Sprinklr for improved engagement. Within six months, the program exceeded all targets, driving a 20.7% conversion rate and generating over $21 million in revenue.
VXI’s holistic approach included recruiting and training top-tier agents, refining sales strategies, and optimizing chatbot performance. With first response times averaging 47 seconds and an AOV of $1,249, VXI delivered a best-in-class D2C customer experience. Looking ahead, VXI is expanding its partnership by launching a social selling team to further enhance customer engagement and sales opportunities.