The Challenge: Scaling Customer Service
As one of the fastest-growing multi-channel e-retailers, the client was on an upward trajectory, expanding its customer base at an unprecedented pace. However, its customer service infrastructure failed to keep up with this rapid growth. The company struggled with inefficient service resources, resulting in delayed response times, inconsistent support quality, and mounting customer complaints.
Without a scalable, omnichannel support system, the retailer found it difficult to provide seamless assistance across phone, chat, and email—leading to disjointed interactions and dissatisfied customers. With customer experience being a key driver of retention in digital marketplaces, the company needed a robust, scalable solution to elevate service quality and ensure long-term growth.
