Company: VXI Global Solutions, Los Angeles, CA
Company Description: VXI is a Revenue Engine for B2B/B2C companies. We provide an end-to-end solution for driving leads into a brand’s funnel and higher conversion rates with each conversation by bundling sales teams, agency partners, operations, and a strategic playbook to accelerate revenue for our clients. Founded in 1998, the company has over 40,000 employees in more than 40 locations across the globe.
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Online Sales Team of the Year
 Nomination Title: VXI Online Chat Sales Team
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
N/A - written responses below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
In 2024, LG Electronics made a groundbreaking decision to adopt a Direct-to-Consumer (DTC) strategy in the U.S., marking a pivotal shift in its 65-year history. Transitioning from a retail-focused model to an online sales experience required preserving the consultative interactions customers valued in-store. LG initially piloted a chat-for-sales program but faced challenges with a low [REDACTED FOR PUBLICATION] conversion rate, prompting the need for expertise.
VXI was brought in to design and launch a best-in-class online chat sales operation. Leveraging deep experience in digital sales and Sprinklr technology, we deployed a robust team of 28 chat sales representatives, supported by team leaders, coaches, trainers, revenue analytics experts, and a sales enablement team. The consulting team reimagined LG’s sales process by creating job profiles, a recruitment playbook, customized training materials, and an operational playbook tailored for online chat sales.
Additionally, VXI led the migration from Salesforce to Sprinklr, optimizing chatbot functionality, refining rules and routing, and developing performance dashboards. Proprietary tools like VXI’s Training Simulator™ and Performance Pro™ ensured operational excellence.
Since launch, VXI’s team has significantly exceeded LG’s conversion goals, driving measurable revenue growth and delivering an exceptional online sales experience that mirrors the in-store interaction LG customers know and trust.
- Outline the team's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 210 words used.
In the past year, the VXI's LG Online Chat Sales Team achieved remarkable results for the client including:
· Delivered a seamless technology migration from Salesforce to Sprinklr, optimizing the client’s chat platform to enable effective routing, chatbot functionality, and sales tracking.
· Redesigned their operational approach by creating an in-depth recruitment playbook, training program, and chat sales playbook, tailored to replicate an “in-store” experience in an online environment.
· Deployed a team of 28 highly skilled sellers (6 in the U.S. and 22 in the Philippines), trained with the VXI Training Simulator™ and Performance Pro™ tools to ensure consistent coaching and results.
· Within the first 30 days of launching the program, we surpassed the client’s conversion rate goal of 5%, [REDACTED FOR PUBLICATION] , exceeding expectations for a new channel.
· Total revenue generated to date [REDACTED FOR PUBLICATION] and our conversion rate continues to climb, averaging around 18% - well above the client’s expectation of 5%.
· [REDACTED FOR PUBLICATION]
These results demonstrate the team’s ability to quickly adapt, innovate, and deliver outcomes that significantly impact a client’s bottom line while establishing a strong foundation for future growth.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 84 words used.
“VXI has helped us take our D2C sales to the next level. Using a blend of consulting services, and operational excellence, they have helped us implement the right people, process, technology and culture to exceed [REDACTED FOR PUBLICATION] our expectations and is unmatched in the industry for chat sales. We’re looking forward to building upon our roadmap for future entablements to drive revenue goals and our brand loyalty.”
- Lucia Albero - Manager, Digital Customer Experience
See attachments.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 232 words used.
VXI's LG Online Chat Sales Team achievements are significant because they represent a groundbreaking success for a global consumer electronics brand transitioning to Direct-to-Consumer sales after 65 years. Few competitors in our industry can match the speed, scale, and effectiveness of our launch.
· Unique Conversion Rate Performance: The industry average for chat sales conversion rates is typically between 2-5%. Our team exceeded this benchmark [REDACTED FOR PUBLICATION] nearly three times higher than the client’s goal.
· Rapid Revenue Generation: [REDACTED FOR PUBLICATION] in the first 5 months of a Direct-to-Consumer pilot is exceptional, particularly in the consumer electronics industry, where high-order values are typically harder to achieve online.
· Technological and Operational Excellence: Migrating the client’s platform from Salesforce to Sprinklr and optimizing chatbot and routing rules set a new standard for efficiency and scalability. This level of execution is rare, even among top-tier outsourcing providers.
· Past vs. Present Performance: Before engaging with VXI, the client’s internal pilot saw a conversion rate [REDACTED FOR PUBLICATION] . By partnering with us, they more than quadrupled this performance in a fraction of the time, while maintaining the intimate “in-store” experience they sought to replicate.
These results not only exceeded client expectations but also positioned VXI as an innovative leader in direct sales outsourcing, setting a benchmark for future partnerships in this space.
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