Case Study: Accent Group achieves faster chat response times and higher customer satisfaction with Ubiquity

Live Chat (Done Right) Offers Path to Productivity, Customer Satisfaction

Accent Group, an Australian ecommerce footwear retailer, sought to enhance its live chat support to improve customer satisfaction and drive repeat purchases. They partnered with Ubiquity to find a solution that would provide the real-time responsiveness and accuracy this critical channel demands.

Ubiquity built a high-performance team and integrated its InTouch performance management platform. This provided leaders with real-time data for personalized coaching and performance tracking. The solution delivered exceptional results, including a 91.4% customer satisfaction rate and a response time 64% faster than the industry average. The success led to Ubiquity further integrating its platform with the client's CRM for expanded visibility.

Accent Group

Tim Greenstein

GM of Supply Chain & Technology