Omni-channel agent-delivered support through one platform
VOICE
MESSENGERS / SM
LIVE CHAT
EMAIL
CONVERSATIONAL
PLATFORM
STREAMLINING
PERSONALISATION
ECONOMIC GAINS
CONTACT VOLUME
CONVERSION RATE
CX SATISFACTION
Summary
EU auto retailer WinParts partnered with CM.com to enhance customer service using live chat, boosting conversion rates from 4% to 15% and improving customer ratings from 8.5 to 9.1.
Challenges
Heavy reliance on phone and email, low conversion rate at 4%, and need for seamless multi-channel customer interaction.
Solution
WinParts implemented a live chat solution with CM.com, integrating phone, email, and chat for enhanced customer service.
Outcome
Conversion rates increased to 15%, customer ratings improved from 8.5 to 9.1, and customer contact volume doubled, demonstrating enhanced scalability, personalization, and satisfaction.
Sources
- 01