CHALLENGE Sundance Catalog, part of Robert Redford’s Sundance Group, was first mailed to customers in 1989 to offer unique and handcrafted products to its customers. After adding an online retail presence, Sundance incorporated chat as part of the customer service experience in 2001. Sundance used Instant Service for a decade, but noticed a drop in service and attention, and, therefore, began searching for a new solution. SOLUTION Sundance C

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