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.

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.