August 1, 2012, 10:34 AM

How a web retailer cuts live chat agents’ response times

Young Living Essential Oils uses BoldChat’s adaptive messaging technology.

Zak Stambor

Managing Editor

Lead Photo

When consumers click to chat with a retailer, they want their answers fast. But given that agents are often engaged with several consumers at once, that isn’t always easy.

After launching live chat several years ago, e-retailer Young Living Essential Oils found that its agents’ response times were slowed because about of all their chats required them to respond to a relatively small number of questions, such as “When does my auto-shipment ship?” or “What’s the cost of shipping?”

That’s why, earlier this year, the retailer decided to streamline its chats. It began using adaptive messaging from LogMeIn Inc.’s BoldChat. The technology scans the consumer’s message as she types to find the most appropriate canned messages from a library of responses. After clicking on an answer, the agent can edit the message to fit the flow of the conversation so that it doesn’t come across as unnatural or stilted, says Darren Gilbert, a Young Living senior manager.
The technology has cut about four seconds off agents’ average response times, freeing up agents to handle more chats, says Gilbert.

“The reason our customers are using live chat is get their answer as quickly as possible,” he says. “Adaptive messaging is helping our agents get those customers their responses more efficiently.”
Moreover, now that the retailer’s nine agents can answer routine questions quickly, they have more time to devote to more challenging questions, he says.

To learn more about live chat, read the upcoming August issue of Internet Retailer.

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