Not-So-Secret Formula for #1: Better Chat at Less Cost

Hollis Chin | July 30, 2015

[24] recently became the world’s largest chat provider, with more than 5,000 dedicated chat agents.

How did we get there? No secret, really: We made our customers happy by providing “digital chat agents” that deliver better chat at lower cost and with greater customer satisfaction. The [24] digital chat agents now outperform voice agents achieving costs that are 20% lower while improving Net Promoter Score (NPS) by 10 points or more. And compared to other chat agents, they deliver more First Contact Resolution (FCR), shorter Average Handle Times (AHT) and higher sales conversions.

And how do we do that? We couple technology with redefined processes for chat operations based on more than a decade of customer interaction experience. We continue to help some of the world’s largest consumer brands with a key goal: deflect more phone calls to chat. We are proud to have great teammates bringing clear value to our customers.

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