This retail brand’s customer service provision was an expensive department, with a headcount of 15 people required to facilitate operations. They ran an internal & UK outsourced solution, and wanted to reduce this cost, whilst improving the customer experience.
Through analysis and stakeholder engagement we built up a thorough understanding of the client, their business objectives, challenges, and their customers’ needs.
Investigations included:
Analysis of the nature of customer contacts & root causes.
Investigation into procedural amendments.
Obtaining data points through customer contacts.
Developing a detailed understanding of customer experience KPIs.
We provided a dedicated team to manage all initial customer contacts, working closely with a very small core internal client team to deal with any complaints and escalations.
To ensure we met (and exceeded) the increased customer experience targets, we:
Through implementing identified CX strategies and managing the digital customer contacts for the client, we helped them achieve:
The remaining internal client team were freed up to allow them to focus their attention on growth strategies to improve conversion rates, and to build their AI use cases.
Our client was so impressed with the service provided, that they have since further entrusted Taskaler to manage their contacts via social channels, something they have never before had the confidence to outsource.