Case Study: Overstock achieves 18% NPS increase and 28% reduction in AHT with [24]7.ai

Overstock - Customer Case Study

Overstock.com, a major U.S. online retailer offering furniture, home goods and more, wanted to boost the effectiveness and quality of its live chat sales and service channel despite already strong performance. The challenge was to identify specific drivers of customer satisfaction and agent efficiency to further improve Net Promoter Score (NPS) and reduce handle time.

[24]7.ai analyzed 100% of chat transcripts using advanced text mining to pinpoint factors affecting NPS and average handle time (AHT), then built a targeted curriculum and personalized training for bottom-quartile agents and adjusted service processes to speed resolutions. Within three months the program raised NPS by 18% and cut AHT by 28%, driven by closed-loop performance management and daily operational reviews.

Overstock