An e-commerce women’s clothing retailer tapped us for extra help during the holiday rush. They had an in-house group handing ecommerce customer care and sales, but needed to pair with the right outsourced contact center for handling 24/7 live chat support. They asked Chat Support Service to start managing the real time chat platform for English and Spanish visitors.
With the help of our dedicated live chat team, we: • Developed a project brief • Implemented customer satisfaction surveys, to establish a baseline and enable meaningful reporting over time • Collaborated with the client on training • Integrated systems with the client • Went live and frequently calibrated with the client on results, performance, and needs We embraced the client’s brand identity, mission, and values. Agents and role-played various scenarios, familiarizing with common issues, how to escalate in cases they couldn’t resolve themselves, the features of our client’s offering, and more.
Today, we provide them real time live chat for any issues with account management, billing support, product returns, customer retention, and order fulfillment. We answer 90 percent of the chats in 10 seconds or less and customer satisfaction is 95 percent. We are able to resolve 93 percent of customer issues on first contact.
