Increased Customer Satisfaction Score and Sales by 35% for a Leading US Retail Company
Achieved 35% increased Sales & High Customer Satisfaction score for a leading eCommerce Company
Business problem
To facilitate superior customer interactions across various communication channels and satisfaction with the ordering process. Our Client wanted to increase the satisfaction of thousands of customers who placed orders through their e-commerce channel. The Client was seeking an outsourcing partner who could streamline order management, deliver a superior quality of customer care service while being cost-effective, and has a team with exemplary language and communication skills. They chose Trantor to provide an effective solution.
Solution delivered
Trantor set up a team of Customer Support professionals having eCommerce domain expertise and passion for delivering a WOW Customer experience. The team conducted the initial discovery of customer needs and current processes, defined goals to be achieved, and set up the process playbook for them to operate effectively.
Results
Highest customer satisfaction scores for three consecutive years in a row
Effective Fraud monitoring brought down the chargebacks and fraud investigations
Increase in annual sales by 35%
98% Response time SLA Compliance achieved
Reduction in customer support operations cost by 250%
Enabled Clients to focus on their core business while we took care of supporting & servicing their customers
Complete visibility into Customer support metrics and KPIs resulted in faster trust building and long-term mutually beneficial association with Trantor.
Delivered a WOW Customer Experience