CallMiner
Case Studies
How British Gas is utilizing the power of WebChat Analytics to drive sales revenue, improve multi-chat rates and increase Net Promoter Score
Overview
How British Gas is utilizing the power of WebChat Analytics to drive sales revenue, improve multi-chat rates and increase Net Promoter ScoreCallMiner |
Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration | |
Utilities | |
Business Operation Sales & Marketing | |
Predictive Quality Analytics | |
Data Science Services | |
Operational Impact
British Gas was able to identify significant under-reporting of sales conversions. | |
The company improved conversion rates by 50%. | |
British Gas increased agent multi-chat rates by 60%. | |
Quantitative Benefit
Increase in Net Promoter Scores by 84% (from 10 to 18.4). | |
Visibility of true Digital Channel sales data was very poor and may have been under-reported by up to 50%. | |