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Chat service provider for elite messaging experience powered by human interaction.

May 26, 2021

This web-based live chat solution is designed to assist with enhancing the buying experience of customers through guided assistance. The company was founded on the principle that for highly emotional, high value products, people buy from people. itel helps to deliver on their promise to create dynamic conversations to build trust and relationships that deliver results.

The Goals

  • Reduce cost of lead acquisition while maintaining service levels and human interaction
  • Convert more than 70% of all queries into leads
  • Increase appointments

The Approach

  • Developed an ideal candidate profile that mirrors domestic team
  • Provided dedicated training for new hires from itel and client
  • Real-time chat monitoring

The Results

  • More than 70% of the chats that come in convert to a lead
  • Continued growth in client base

Human interaction is at the core of this company’s niche within the marketplace. They offer an elite chat service that is powered by people and unscripted. They partnered with itel so they could continue to offer this service while being competitively priced in the marketplace.  

In three years, we have doubled the size of our 24//7 nearshore lead generation teams. The company is hands-on with training to ensure consistency for each group. Our program has extended into Facebook Marketplace and other apps that bring in sales queries.

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