Case Study: Wells Fargo Proves The Business Case For Online Chat

Wells Fargo's Second Attempt At Online Chat Finds Incremental Success
July 21st, 2010
With Contributors:
Benjamin Ensor
and Brendan McGowan


Wells Fargo was a pioneer in the use of online chat in 2002. While that initial move into live help met with mixed results, the desire on the team's part to inject human assistance into the process of shopping online for lending products never faded. In 2

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