BoldChat Case Study: The North Face

An outdoor product company specializing in clothing and equipment, The North Face has been creating innovative designs that push new technologies and inspire for more than 40 years. The customer is at the heart of everything The North Face does, so when the customer service team was given the responsibility of implementing live chat, their goal was to establish an online communication channel that would truly enhance the website experience for visitors. With this in mind, The North Face customer service team tested several live chat providers, putting them through a rigorous process that included information gathering and multiple demos with a team of 12 customer service representatives.