Legendary Live Chat Support Boosts NPS by 148% for an Online Retailer

With a legendary chat training curriculum and simulator in place, a retail brand partner was able to deploy fast, effective, and personalized live chat and SMS channels to meet increased consumer demand for digital support.

Struggling to meet demand, a high-growth, online, furniture retailer sought to increase the value and performance of its non-voice contact center channels. Despite the promise of higher CSAT and conversion rates, this client (like many others) was having difficulty operationalizing live chat at scale.

VXI redesigned and revived the client’s live chat and SMS queues, starting with the employee experience. By better-equipping agents (e.g., with skills, tools, excellent examples and scripts, and a training simulator), live chat and SMS have since become the client’s top-performing channels. 

What You’ll Learn

  • Canned content is not the answer: Agents need to be concise and anticipatory in their responses.
  • Policy issues are CX issues: A bad refund policy may cause employee and customer friction.
  • Manage agent multi-tasking: Agents handling 5 interactions at a time will struggle to achieve CSAT.
  • Training simulators help: Agents should learn to craft the right response on their terms.
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VXI-Case-Live Chat for an Online Retailer

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