Report

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
Benjamin Ensor
and Brendan McGowan

Summary

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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