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.
$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.
Results & Outcomes
|
|
|
$1M in reduced labor costs
|
30% boost in customer satisfaction
|
40% increase in agent productivity |
|
|
|
|
25% faster resolution for customer questions |
|