Customer Success, zCase Study
Increased Customer Satisfaction Score and Sales by 35% for a Leading US Retail Company
atif | Updated: December 14, 2022
Achieved 35% increased Sales & High Customer Satisfaction score for a leading eCommerce Company
Overview
The Client is one of the largest apparel & fashion retailers in the United States. They have brick-and-mortar stores across the country and a robust online presence. They were also witnessing good results from offline and retail store sales. The Client has a large loyal customer base, but customer satisfaction levels dropped over time.
The Challenge
To facilitate superior customer interactions across various communication channels and satisfaction with the ordering process. Our Client wanted to increase the satisfaction of thousands of customers who placed orders through their e-commerce channel. The Client was seeking an outsourcing partner who could streamline order management, deliver a superior quality of customer care service while being cost-effective, and has a team with exemplary language and communication skills. They chose Trantor to provide an effective solution.
Our Solution
Trantor set up a team of Customer Support professionals having eCommerce domain and passion for delivering a WOW Customer experience. The team conducted the initial discovery of customer needs and current processes, defined goals to be achieved, and set up the process playbook for them to operate effectively.
Key Implementations:
- Multi-channel contact center support is provided to the Client’s customers during the required business hours
- Immediate support for all customer inquiries through SMS, live chat, and emails
- Assisting customers with placing the order and tracking the status of the order and delivery
- Resolving customer queries about the products and the diverse designs available
- Monitored & attended to escalations reported on the Client’s social media pages with the highest priority
- Customer data validation to ensure the database is up to date
- Providing high-quality service to the customer with the aid of a robust CRM system that offers a bird’s eye view of the history of the individual’s interactions with the company
- Utilization of a real-time dashboard to transmit complete visibility of our process to the Client and enable them to maintain control of the outsourced activities
- Managed Customer Escalations related to Order status, returns, and Fraudulent activities
The Results
- Highest customer satisfaction scores for three consecutive years in a row
- Effective Fraud monitoring brought down the chargebacks and fraud investigations
- Increase in annual sales by 35%
- 98% Response time SLA Compliance achieved
- Reduction in customer support operations cost by 250%
- Enabled Clients to focus on their core business while we took care of supporting & servicing their customers
- Complete visibility into Customer support metrics and KPIs resulted in faster trust building and long-term mutually beneficial association with Trantor.
- Delivered a WOW Customer Experience
