Case Study: Leading Australian Operating Company achieves better digital customer engagement and sales with TTEC chat strategy

Leading Australian Operating Company - Customer Case Study

Leading Australian Operating Company wanted to transform its digital strategy to better engage customers online, but its approach was still product-focused and not optimized for today’s more complex, transactional interactions. TTEC helped the company design a world-class chat program to enhance sales, improve service, and create a more customer-centric digital experience.

TTEC developed a chat strategy, agent selection model, training and performance frameworks, and a roadmap to migrate customers to live chat tools across sales, service, and tech support. The solution positioned chat as a key differentiator across channels and customer segments, helping increase online adoption, boost conversion through proactive and reactive chat, and reduce cost to serve, though no specific numerical results were provided.