Case Study: Staples achieves higher conversion and lower support costs with Powerfront INSIDE

With INSIDE, Staples has boosted sales and slashed its' cost to serve

Staples, one of the world’s largest internet retailers, wanted to improve its online customer engagement program by reducing friction in the shopping experience, supporting buyers with personalized help, and lowering the cost to serve. Powerfront’s INSIDE Customer Engagement Platform was selected to help Staples deliver data-driven, proactive engagements across its digital channels while supporting both sales and customer service goals.

Powerfront implemented INSIDE to intelligently target visitors, eliminate chat queues, and give agents real-time visibility into customer behavior and product interest. The results were significant: proactive engagement response rates improved by 300%, conversion increased by an average of 48%, chat speed rose by 78%, CSAT increased by 15%, chat length was cut nearly in half, and agents were able to handle 40% more chat volume with 40% higher efficiency.

Staples

Hashim Amin

Director, Inside Sales & Strategy