Boosting customer service and sales ROI
To validate best practices for online chat sales and to help companies maximize online sales and customer service, TELUS International commissioned a benchmarking study using an independent consulting firm.
Sixty in-depth web chat sessions were conducted with six Fortune 500 companies to analyze the qualitative metrics of an ideal online chat sales session.
In this whitepaper you can find results, conclusions and recommendations for best-in-class sales chat.
Also, we outline the essential components for measuring ROI, including revenue generation, cost avoidance and total program costs—once again providing a fundamental framework. Your organization can use the guidance presented in this paper to create customized metrics for your unique situation.