Using Innovation to Drive Growth TSI (TSI) is an Inc. 5000 Hall of Fame consumer logistics company that manages small moves and shipments across the globe. In the staid industry of shipping, TSI is a pioneer leveraging innovation to drive immense growth, all while making shipping seamless and easy. The TSI brand is known for their high-quality experience, customized solutions, and ease-of-use. The Challenge TSI off ers customers a variety of ways to connect, with live chat being a key channel. Because of a redirection of resources, that experience was going to be largely removed from the site. Based on testing and customer feedback, complete removal of an interactive, conversational option would havea negative impact on revenue. Additionally, during the limited hours resources

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