CHALLENG ESAs an online retailer with a significant seasonal ramp-up, Collage.com needed to provide ongoing, objective, and personalized training to their existing chat team, as well as new hires.

Given a significant portion of Collage.Given a significant portion of Collage.com’s sales were generated from live chat, they needed to optimize their conversations to use their chat channel to most efficiently acquire, upsell and retain customers.

Customer serviCustomer service leaders spent a significant amount of time training agents one-on-one. Selecting and reviewing individual chat transcripts in order to provide objective feedback was a manual process.

Collage.com's CEO set an aggressive goal to improve the quality of the company's customer satisfaction and looked to RapportBoost.AI for assistance.

SOSO LUTIO NSRapportBoost.AI used Collage.com’s chat data to generate RapportRoadMap™, a custom set of actionable insights that drive engagement, retention, order size and conversions while improving visitors’ experience with the brand.

RapportBoost.AI’s SaaS oRapportBoost.AI’s SaaS offering, RapportCoach™, enabled Collage.com to better manage and train their agents plus achieve 30% YoY revenue growth with the same web traffic and fewer contact center employees.

RESULTSIn thIn three months, RapportBoost.AI successfully increased Collage.com’s conversion rate by 7.8%, total order revenue by 7.6%, while also increasing their customer satisfaction by .9%.

Collage.Collage.com achieved significant operational gains including a 31% increase in the number of chat conversations per agent, an 11% decrease in the number of messages per chat conversation, and a 55% decrease in the number of seconds per chat.

The management, chat The management, chat team leaders, and individual agents which power Collage.com’s chat channel reported increased efficiency, excitement, and job satisfaction. The agents and their managers loved RapportBoost.AI’s help!

“In just three months, we saw measurable gains in revenue,

customer satisfaction and conversions. We are excited to continue our partnership with

RapportBoost.AI to realize the full potential of our chat channel.”

- Joe Go- Joe Golden, CEO

Collage.com is a growing eCommerce company specializing in custom photo

products with $25 million in annual revenue, 15% of which is generated from customers who reach out to a live chat

agent during the ordering process.

Get Started with RapportBoost.AI Today! Contact EVP of Sales & Customer Success, Dani Apgar, at dani@rapportboost.ai or (424) 645-7420

How an O n lin e Retailer Used Rap p ortBoost.AI to In c rease Reven ue & Custom er Sat