American Eagle Outfitters Logo

Industry: Retail
Products used:  Live Chat
Email
Website: www.ae.com

Results:

  • More than 1/3 of chats are happening on mobile
  • Average response time for email has improved by 60-70%
  • The mobile chat content is no different than the desktop
  • 51% of chats are sales based

“Where the nature of most calls to the call center were service based, more than half of the chats coming in were sales based.” -Joe Megibow, Chief Digital Officer, American Eagle Outfitters