Today, we operate much more in the moment, [as] customers expect to have conversations immediately. It’s all about doing it now, and that’s what chat offers.
-Russell Stephens, Head of Channel Planning and Operations, Telecom New Zealand
In 2010, Telecom NZ, New Zealand’s largest telecommunications service provider, embarked on a mission to improve customer service engagement without requiring the use of phone or in-store visits.
By employing live chat,
- Sales conversion rates have improved by a factor of seven
- Users give Telecom NZ consistently high customer satisfaction scores whenever chat is involved
- Chat is now one of Telecom NZ’s most important tools for connecting with customers