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

Client

A fast growing e-retailer in UK

Industry 

E-commerce

Region

United Kingdom

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 ecommerce 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.

Impacts

cc78

98.33%

Increase in quality output

cc42

98%

Improvement in live chat answer response

cc350

4 hrs

Reduction in email TAT

cc4

5.0

Improvement in feedback rating on Amazon virtual market place

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