Case Study: a major European telecom provider achieves 53% increase in sales with Conduent web chat

Closing more deals and opening more doors with chat

A major European telecom provider sought to optimize the sales potential from its high volume of 40,000 monthly inbound calls and to improve its online sales conversions. The provider engaged Conduent, a vendor specializing in customer experience management, to address this challenge.

Conduent implemented a solution using both proactive and reactive web chat triggers, which increased chat traffic five-fold. This approach resulted in a 53% increase in sales. Chat agents handled 70% more interactions per hour than call agents and achieved 58% more sales while being occupied only 13% more of the time, greatly improving efficiency. The solution's success was also driven by an average rapid response rate of nine seconds.