Case Study: Palo Alto Software Uses Live Chat to Increase Sales
With this in mind, the Eugene, Ore.-based retailer (the company's roots are in Palo Alto, Calif., hence its name) turned to online chat to help make the online shopping experience as seamless as possible. Partnering with Bold Software, PAS launched BoldChat nearly 10 months ago.
With six customer service reps (CSRs) monitoring PAS's live chat feed 18 hours a day — the company has a London office with CSRs available for nine hours, plus CSRs in the U.S. for nine hours — consumers are provided near immediate response to their queries. In July, the average chat response time was less than 13 seconds, with an email transcript of the chat along with follow-up information sent to users in less than 43 minutes. For email queries, PAS's response time averaged 47 minutes during open hours (7 a.m. PST to 5 p.m. PST).
