CASE STUDY

Creating Unprecedented Value for Ecommerce Leader

Discover how VXI transformed a global consumer electronics leader’s D2C strategy by revamping its live chat program.

Get me a PDF copy!

Case study cover image titled Creating Unprecedented Value for Ecommerce Leader

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.

Key takeaways for CX leaders:

Bridge the CX gap on social:

Social media isn’t just about branding — it’s a powerful sales channel
Invest in the right technology:

Tools like Sprinklr enable automation, analytics, and chat capabilities
People and training matter:

A well-trained team is essential for high-performance customer engagement
Data-driven decisions drive growth:

Continuous analytics and insights ensure high-conversions at scale

CASE STUDY

Creating Unprecedented Value for Ecommerce Leader

Key takeaways for CX leaders:

Bridge the CX gap on social:

Invest in the right technology:

People and training matter:

Data-driven decisions drive growth:

Download the Case Study

LOCATION