About Client
Leading US ecommerce company that sells a wide range of categories, including jewelry, bags, clothing, home décor, religious items and furniture, toys, art, as well as craft supplies and tools.
Client: Leading Ecommerce Store
Region : US
Industry : Retail
The Challenge
Client was facing a challenge of their customer retention with low Customer Satisfaction scores. The processes were loosely held with little attention to key performance metrics.
- Low CSAT <55% for across all queues.
- Client, did not have any clear quality process that details the transactional quality
- Team was struggling with managing customer queries as the Knowledge Base didn’t reflect real customer issues.
- The repository of responses were outdated and wasn’t updated with real time information
- Inconsistency across KPI’s. Key KPI as Solve Rate and FCR wasn’t included in performance views.
- Backlog of email tickets hampering CSAT and impacted customer churn.
Have Questions ?
The Solution
Iksula Team quickly understood the current AS-IS Customer Service Process and business challenges faced by the Client and defined the high level solution blueprint and roadmap.
Iksula team created a comprehensive quality audit mechanism that classified Fatal/Non Fatal categories.
- An online KEDB repository was created that was real-time updated
- Iksula created a single consolidated dashboard report of KPI performance that included CSAT, SPH, SR, FCR amongst other metrics.
- Repository on responses: Statements rolled out for handling irate customers and issuing MIRs as per situations
- Primary and Secondary level Defect and CSAT response analysis with Customer Sentiment Analysis have been put in place to improve CSAT performance.
Business Metric Improvement
Our initiatives have significantly improved key business metrics, driving enhanced performance and customer satisfaction. The results include:
- Customer Satisfaction (CSAT): Increased from 55% to 87%, demonstrating our commitment to exceptional service.
- Solve Rate (SR): Improved from 67% to 90%, ensuring more effective issue resolution.
- Average Handle Time (AHT): Reduced from 16 minutes to 9.7 minutes, optimizing efficiency.
- Sales Per Hour (SPH): Increased from 2.2 to 4.1, highlighting enhanced productivity and customer engagement.
- First Contact Resolution (FCR): Achieved 77%+, boosting customer satisfaction and reducing repeat contacts.
- Quality Score: Reached 90%+, indicating high standards in service delivery.
- Customer Churn Rate: Successfully reduced, contributing to higher customer retention.
