Industry: Manufacturing | Service: Live Web Chat Service
As a Texas-based company, My Plates desired to create jobs within the State of Texas, so while using outsourced agents to take the chats was an obvious solution, the company needed to look close to home for an outsourcing provider.
Etech takes full responsibility for handling all incoming chat, email, and phone calls from My Plates visitors. A dedicated a team of chat, phone and “blended” agents is deployed and they respond to My Plates customers exclusively. All chat and blended agents have been through rigorous chat-platform training, as well as a five-day training program on My Plates products that Etech developed.
“Partnering with Etech was a smart decision for My Plates. They have over 1,000 chat reps trained and certified. When there are business spikes, as it does when release a new series of plate designs, Etech deploys additional agents to convert all of those extra visitors. This has had a significant impact on our monthly revenues,” Mr. Kennedy explained.
To increase the AOV of orders, chat agents encourage visitors to upgrade their specialty plate from one year to five or ten year terms. Chat agents also educate prospective customers on the personalization pricing level options.
And to top it all off, My Plates visitors are clearly happy with the sites chat service; 98% rate the chat experience as very favorable in exit surveys.