CASE STUDY
Our client faced challenges in managing a surge in customer queries, causing delays in response times and issue resolution, potentially violating service level agreements and regulatory standards.
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$1M reduced labor costs |
30% customer satisfaction boost |
40% increase in agent productivity |
Company Overview
A leading lifestyle retail company with a portfolio of global consumer brands spanning apparel, accessories, and home goods.
| Company Type | Company Size | Company Capitalization |
|
Lifestyle Retailer |
24,000+ Employees |
$4 B+ |
Business Problem
- Customers preferring alternative communication channels encountered restricted access, complicating prompt query resolution and meeting diverse customer needs.
- Existing customer service limitations raised regulatory concerns and diminished customer satisfaction, jeopardizing the brand's reputation and customer loyalty.
Approach
- Our Digital Engineering team collaborated closely with the client to analyze existing customer support challenges, focusing on query management and accessibility.
- Implemented CRM bots to automate tasks and manage FAQs, improving query handling efficiency, integrated the bots into the client’s existing CRM system for instant support and streamlined query resolution.
- Implemented SMS integration to enhance accessibility and diversify communication channels.
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Results & Outcomes
