The client and context:
The client is a medium-sized e-commerce company that sells a wide range of products online. They were facing several challenges related to their customer service, which was affecting their customer satisfaction levels. The client was receiving a large number of customer complaints related to the long waiting times on their call center, lack of personalization in their customer management software, and difficulty in interacting with the company through their website. They wanted to improve their customer service and satisfaction levels to retain their existing customers and attract new ones.
The challenges:
The client was facing several challenges related to their customer service, including a lack of personalization in their customer management software, difficulty in interacting with the company through their website, and long waiting times on their call center. The customer satisfaction levels were dropping, and the client was struggling to retain its existing customers.
We also faced several challenges while delivering their services to the client. They had to review the existing initiatives ranging from call center operations to client management software to customer interface systems to identify the gaps and areas of improvement. They had to incorporate social media to improve customer interaction and develop metrics and KPIs for capturing customer satisfaction levels. They also had to monitor the evolution of customer needs and requirements to ensure that the client's customer service was aligned with the latest trends and demands.
What we Did:
We conducted a comprehensive review of the client's existing customer service initiatives, ranging from call center operations to client management software to customer interface systems. They identified several gaps and areas of improvement that were affecting the customer satisfaction levels. We proposed several solutions to address these issues, including the use of personalized customer management software, reducing waiting times on the call center, and improving the website's interface to make it more user-friendly.
To improve customer interaction, we also recommended incorporating social media into the client's customer service strategy. We helped the client develop metrics and KPIs for capturing customer satisfaction levels and monitored the evolution of customer needs and requirements to ensure that the client's customer service remained aligned with the latest trends and demands.
What we achieved:
Our efforts resulted in a significant improvement in the client's customer service and satisfaction levels. The personalized customer management software and user-friendly website interface resulted in a reduction in customer complaints, while the reduction in waiting times on the call center improved customer satisfaction levels. The incorporation of social media into the client's customer service strategy also helped improve customer interaction and satisfaction.
The metrics and KPIs developed by we helped the client capture customer satisfaction levels and identify areas of improvement. The client was able to retain its existing customers and attract new ones, resulting in an increase in revenue and profits. Overall, our services helped the client achieve their goal of radically improving their customer service and satisfaction levels.
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MEET OUR
Expert Team
Expert Team
Djoko Soehartono
Senior Partner, Indonesia | TMT, Digital Innovation, Operational Improvement
John Huang (黃健銘)
Senior Partner, China | Risk Management, Advanced Analytics, Banking
Yoshinori Aoyama
Partner, Japan | VC, Automotive, Pharma
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