Case Study: Bouygues Telecom achieves faster chat responses, reduced handling time and 90% customer satisfaction with iAdvize

Trained by an Iadvize Coach, Chat Agents Gain 7 Seconds Response Time and Handle Chats More Efficiently

bouygues TELECOM ENTREPRISES, which equips more than 1.7 million professionals and companies and supports around 400 professionals via chat each month, needed to acquire best chat practices to generate more BtoB leads. Because purchasing in BtoB often shifts to phone or face-to-face meetings, the challenge was to increase points of contact and better qualify prospects so the sales force received more and higher-quality leads.

Trained by an iAdvize coach through a one-day "Chat Talk" program (mystery chats, discussion analysis and canned-response tuning), chat agents cut first-response time to 12 seconds (7 seconds faster), reduced average handling time to 8 minutes 17 seconds (1 minute 30 seconds faster) and achieved a 90% customer satisfaction rate—improving efficiency and lead qualification for the sales team.

Bouygues Telecom

Fadoit

Chat Agent