Overstock is a leading US online retailer that sells a broad range of products including furniture, rugs, bedding, electronics, clothing, and jewelry. [24]7.ai provides live chat support for sales and services to Overstock’s customers. Though Overstock was happy with the current performance, it wanted to explore opportunities for further improvement in the quality and effectiveness of the chat channel. Increase in NPS Decrease in average handle time (AHT) 18% 28% CHALLENGE SOLUTION The two-pronged approach resulted in a significant improvement in the performance of the chat program. Closed-loop bottom quartile management coupled with daily reviews by operations managers and team leads helped vastly improve the performance of underperforming agents. And changes in business processe

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