This case study is based on Numericable's implementation of Click to Chat. This cable operator and telecommunications services company has decreased customer contact costs whilst achieving high levels of customer satisfaction. The volume of after sales contacts has been divided by 2 since Click to Chat was implemented and the first contact resolution rate has increased from 63% to 77% since email was replaced by chat.
"With Click to Chat, 77% of visitors get the answer they're looking for during the first exchange, they don't need to come back to a customer support agent by phone or in one of our shops. This has substantially reduced the cost of customer relations."
David Lefèvre, 2.0 Customer Service Manager