Ever wondered how a beverage e-commerce platform could effortlessly handle a 500% surge in sales
during the COVID-19 pandemic, whilst maintaining stellar customer satisfaction? This isn't just
an impossible dream, but a proven reality.
The food and beverage delivery industry has seen a significant boom, bringing along its own set
of challenges. Ensuring customer satisfaction has become an Everest to scale, with the
fundamental requirements being speed, accuracy, and efficiency in support services.
Our case focuses on a company that faced an unexpected wave of sales and the consequent
challenges - slow response times due to high ticket volumes and inefficient case monitoring
thanks to dated and manual tracking processes.
The solution? A strategic overhaul. Streamlining existing processes, creating a comprehensive
training program, and assigning tasks based on skill sets were some of the actions taken. A
glide path commitment was implemented, and frequently asked questions were compiled to expedite
resolution times.
The result? A whopping 200% increase in hourly ticket resolutions, and an impressive 96% overall
quality rate - well above the 90% target. Customer Satisfaction scores averaged 90% per week,
and the cherry on top was a 350% rise in revenue from the previous year, with these strategies
contributing 93% to this increase.
Now, the question is, are you ready to transform your e-commerce game and achieve similar
results? Dive in to learn more about these strategies and how you could implement them to
elevate your business to new heights.
Click the button below to explore more. Remember, the higher the climb, the better the view.
