Case Study: Apparel Retailing Company achieves 15% chat conversion and 20% chat-driven service volume with Radial

Apparel Retailing Company - Customer Case Study

A long-standing client and one of the world’s largest brand-name apparel retailers partnered with Radial since 2007 for phone and email support. The brand wanted faster, more efficient service and higher online conversion, so Radial recommended adding chat to the contact mix—and the client required robust reporting to prove chat’s impact as a reactive sales channel.

Radial implemented chat, added an email field to tie sessions to purchases, and built new reporting to track chat-attributed sales and efficiency metrics. Within months chat accounted for 20% of service volume, allowed agents to handle up to three interactions concurrently, lowered cost-per-minute, and delivered a 15% average conversion (versus a 5% goal) plus a 5% lift in customer satisfaction, driving significant revenue and operational savings.