As an online retailer with a significant seasonal ramp-up,
Collage.com needed to provide ongoing,
objective, and personalized training to their existing chat team, as well
as new hires.
Given a significant portion of Collage.com’s sales were generated
from live chat, they needed to optimize their conversations to use their chat channel to most efficiently acquire,
upsell and retain customers.
Customer service leaders spent a significant amount of time
training agents one-on-one. Selecting and reviewing individual chat transcripts
in order to provide objective feedback was a manual process.
Collage.com’s CEO set an aggressive goal to improve the
quality of the company’s customer satisfaction and looked to RapportBoost.AI