Case Study: Global Telecommunications Provider achieves up to 5% conversion lift with ETech Global Services' Etech Insights

Global Telecommunications Leader Improves Sales Conversion With Market Intelligence Study and Analysis

Global Telecommunications Provider faced declining and inconsistent online chat sales conversions when launching quarterly promotional offers and needed rapid, actionable customer feedback to tune promotions. They engaged ETech Global Services’ Etech Insights QA solution to capture the voice of the customer and quantify reactions to new offers during the critical first days of promotion.

ETech Global Services reviewed a statistically valid sample of chat interactions, delivered daily analysis and categorized customer concerns so the client could make quick adjustments. As a result conversions rose 4% by week two and 5% by week three, with overall quarterly conversion up 3% versus the prior quarter; analysis also revealed that roughly half of prospects cited service/contract concerns and about a third were price‑comparing, enabling targeted changes to the promotion.