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Improved Customer Service Quality For A Fastest Growing Multi-Channel E-Retailer - Case Study
Case Study

Improved The Customer Service Quality For A Fastest Growing Multi-Channel E-Retailer

Client

A fast growing e-retailer in UK

Industry

Retail 
Augmented-Reality-based-mobile-app-to-create-immersive-user-experience-for-online-furniture-store

Challenges

The client wanted to improve customer service quality. The client lacked efficient customer service resources and wanted to provide exceptional customer service to an ever growing base of the client’s customers, which is essential for growth of an digital marketplace business, on a scalable platform.

Solution

Datamatics helped the customer build a common customer service infrastructure to handle omni-channel customer service (phone, chat, and email support) and reduce issues related to service and scalability.

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Impacts
98.33% Increase in quality output - Customer Service Case Study

98.33%

Increase in quality output
Improved live chat answer response to 98% - Customer Service Case Study

98%

Improvement in live chat answer response
Reduced email TAT to 4 HRS - Customer Service Case Study

4 hrs

Reduction in email TAT
Feedback Rating on Amazon virtual market place to 5.0

5.0

Improvement in feedback rating on Amazon virtual market place

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