Simba ‘Sales Through Web Chat’ programme The success of the programme was evident immediately, in particular with a decrease in the amount of unnecessary discounts being given to assist with closing the sale. Delegates commented that they felt ‘clearer’ and ‘more confident’ in the style of conversation to use. Chat was also used to handle post-sales customer service as there are a large amount of delivery queries and support queries in relation to known challenges such as smell, firmness and the 100 night guarantee. Advisors were trained to handle these positively and professionally, using a blend of short ‘canned’ responses and personalised text to create maximum efficiency whilst still retaining customer satisfaction. Ember Real Results also delivered training for the managers of

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