“The price is $2.80 per conversation… the retailer can estimate its conversation charges by multiplying the expected number of conversations by that price.”

“‘The people around see that the organization values conflict and values conversation… a supportive conversation is a great way forward.’”

“Our customers have given us higher customer service scores, higher ratings on the interactions, but we limit the tool to technical, fact-based order questions”

“Something like 30% of my time these days is customer support-related stuff”

“We started charging the two hour minimum… virtually no customer pushback at all.”