Ecolab Chat implementation Chat Strategy

Chat implementation and automation strategy


Ecolab had to quickly implement a chat as a support channel for its IT Service Desk and scale it with a long-term chatbot automation strategy.

Improve the customer experience with conversations

ECOLAB wanted to swift chat channel implementation with ServiceNow within 8 weeks, including agent training as the project launch took part during a holiday period. They were concerned about maintaining strong CSAT scores about 90 and earn internal championship of the program and also offering immediate response for low-complexity contacts through the use of a chatbot.

We helped Ecolab implement a chat support for its IT Service Desk and exceeded email/service ticket customer experience performance within 30 days, and matched phone within 90 days. The next development phase includes an AI chatbot that will help field associates to get better access and interactions with the very complex product catalog.


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