Case Study: My Plates achieves 218% ROI and major conversion lift with ETech Global Services

Etech Global Services Helps My Plates Beat Sales Projections and Reduce Operating Costs

My Plates is a pure‑Internet retailer and the sole vendor for specialty license plates for the Texas Department of Motor Vehicles. With a lean team (14 full‑time employees and interns) and a web‑savvy customer base that expected live chat, My Plates needed a recognized partner to provide chat infrastructure, staffing, and ongoing optimization while keeping jobs local. They selected ETech Global Services to deliver live chat services and agent support.

ETech Global Services implemented a rule‑based, proactive chat platform and a dedicated, rigorously trained team to handle chat, phone, and email, later migrating My Plates to a more flexible chat platform to cut costs. The result: chat acquisition costs fell by 30%, average order value rose to $275, conversions typically exceed 20% (peaking over 30%), an incremental sales lift of 11.9%, a 218% ROI, 98% chat satisfaction, and strong upsell performance—delivering measurable revenue growth and reduced operating costs.

My Plates

Sean Kennedy

Vice President