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Qwest Video

John Hines of Qwest communications discussed how LivePeson live chat solutions helped increase sales at Qwest.com. The company sought to reduce abandonment, increase online sales, and improve Net Promoter scores. Furthermore, Qwest wanted to evolve its chat reps into closers who could increase upsell opportunities. With LivePerson’s intelligent chat solutions in place, Qwest reduced abandonment and experienced between a 40%-50% closure rate among chat reps. The Net Promoter score also was 20 percentage points higher among chat reps than the overall website. Most notably though was the 150% increase in revenue per chat hour.

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