One of the key aspects to ensure that a promotional offer does well is to get timely feedback and reactions from customers in the first few days. This helps companies quickly make adjustments and changes to their promotional offers. In today’s competitive marketplace time is money and a delayed decision or an incorrect decision directly impacts revenue and profits. So, it’s imperative that companies close this gap to ensure that they are ahead of the competitors in the marketplace.

The company chose Etech Global Services’ Quality Assurance division, Etech Monitoring Solutions (EMS), for their deep industry experience led by QA experts with over 20 years of experience. The EMS solution included process mapping and gap analysis to understand their existing challenges with conversion, creation of an evaluation checklist for QA monitoring, and analytical reporting and trend analysis that can drive conversion improvements. The solution was implemented in less than 30 days.

The company chose Etech Global Services due to their deep expertise in web chat sales and the
host of best practices they provided. Etech’s solution included world-class training, quick staffing
and roll-out capabilities, fast chat responses, 24/7/365 service, stringent quality monitoring,
deep business intelligence and state-of-the art technology. The chat
technology included sophisticated rules engine, prioritization routing
and advanced analytics to provide the most effective chat solution
available. The solution was implemented in four short weeks.

My Plates must cater to a web-savvy customer base, one that expects to see live chat on its site. "Many of our customers are young, between 20 and 30 years of age. We knew at the time of launch that we'd have to offer live chat for sales and service support," explained Sean Kennedy, Vice President, My Plates. "But who would staff and manage the channel? That was a big concern for us."

This leading telecommunications company had higher than desired churn rates, especially in their Hispanic Market segment.  They needed to find a solution to win back their Hispanic customers cost-effectively.  Developing a strong Win-Back Program is challenging in itself, but trying to win back Hispanic customers throws in additional complexities.