As a growing business, the client sought solutions to streamline customer complaints and concerns so that they can be managed efficiently. As a sports-based platform that sees a lot of user enquiries coming in, the social engagement representatives were required to respond to multiple requests, thereby making it difficult to reply in real-time.
We provided a holistic, 360-degree engagement solution, optimizing best practices with a strong team, detailed approach, automation, and analytics.
The customer satisfaction score climbed up to 76% from a mere 5%. Customers found the consolidated and integrated FAQ extremely helpful.
Our customer service team is currently handling 34% of the queries, which means we are responding sooner and making meaningful conversation.
The turnaround time decreased to less than half with the same team size. Swifter responses led to happy customers driving our CSAT to 84%.
Customer satisfaction score initially climbed by 71%
Happy customers ultimately drove up our CSAT score to 84%
Providing cost savings and lead generation support with social care for a Fortune...