Retail – Transforming Customer Service and Satisfaction

Multi-Country Retail Chain: A Comprehensive Approach to Revitalize Customer Service
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The client and context:

A large retail chain with stores across multiple countries approached us seeking to improve their customer service and satisfaction levels. The retail chain had been facing increasing competition and was struggling to retain customers due to poor customer service experiences.

The challenges:

Prior to engaging us the retail chain had implemented various initiatives to improve their customer service. However, these initiatives were fragmented and not integrated, leading to inconsistent experiences for customers across different channels. Additionally, the call center operations were understaffed and overwhelmed with customer queries, leading to long wait times and frustrated customers.

We also faced several challenges in delivering their services. Firstly, they had to gather data from multiple sources, including customer feedback, call center records, and sales data to get a comprehensive understanding of the customer journey. Secondly, they had to navigate cultural and language barriers across multiple countries where the retail chain operated. Finally, they had to convince the retail chain's leadership to invest in new technologies and processes to improve customer service, despite cost concerns.

What we Did:

To address these challenges, we conducted a comprehensive review of the retail chain's existing customer service initiatives, ranging from call center operations to client management software to customer interface systems. They identified areas of improvement, including implementing new call center software, improving employee training programs, and integrating data from different channels to provide a seamless customer experience.

We also worked closely with the retail chain's leadership team to develop a customer service plan that would meet the needs of the company and its customers. The plan included recommendations for new technologies, such as chatbots and self-service kiosks, to improve the speed and efficiency of customer service, as well as employee training programs to enhance soft skills like empathy and active listening.

What we achieved:

As a result of our work, the retail chain was able to improve its customer service and satisfaction levels significantly. The new call center software reduced wait times by 50%, leading to a 20% increase in customer satisfaction scores. The integration of data from different channels allowed for more personalized experiences for customers, leading to a 15% increase in sales revenue. Additionally, employee training programs led to more engaged and motivated employees, resulting in reduced employee turnover rates.

Overall, we were able to help the retail chain achieve its goal of improving customer service and satisfaction levels and position themselves as a market leader in the retail industry.

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Dato' Seri Dr. Nazily Noor

Managing Partner, Indo-Malaysia | Aviation, Healthcare, Renewable Tech

Philip Gouws

Senior Partner, Africa | Retail, Product Development, Media

Mazhar Sheikh

Senior Partner, India | AI, Digital Technology, Web3.0

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