Challenge For more than 40 years, The North Face has created performance outdoor clothing and equipment using cutting edge materials and technologies. Providing customer care as exceptional as its products is one of the company’s core commitments. To keep its online customer care the best it could be, The North Face decided it needed a live chat and email management tool that: • Would drive sales and conversions and boost customer satisfaction • Enhanced the overall customer experience • Allowed representatives to quickly and easily answer questions about products with increasingly technical features and specifications • Offered flexible pricing to accommodate seasonal fluctuations • Was simple to implement, intuitive to use, and could be managed completely in house Solution The

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