INDUSTRY: FASHION, E-COMMERCE
The Client
The client is the Canadian subsidiary of a globally recognized clothing brand. Over the years their product line has grown to include a large collection apparel and accessories. They have hundreds of retail stores internationally, and thousands of additional third party retailers.
The Case
The client was rapidly growing their online presence, which resulted in a high volume of support tickets on their e-commerce website through chat and email. The volume was beginning to overwhelm their existing support staff. While a solution was required sooner rather than later, the client did not have previous experience outsourcing support staff, no live chat related training material, and a large product catalogue that support agents would need to learn in detail. The goal was to both provide customer support to take volume off their internal teams, and to drive incremental sales through their website.
The Solution
The client’s ecommerce processes had been built organically. No formal procedures or training materials were in place for a live chat support program. Brand new training procedures needed to be created and implemented by the Concert8 team. We worked cooperatively with the client to adapt existing product training materials into a complete live chat support training program that could be replicated over time. Various materials including but not limited to, training videos, Q&As, and manuals were created on behalf of the client.
The client only had a small team for dedicated customer service (the majority of which were responsible for other tasks on a daily basis). By offloading their chat support to our team 100%, their internal team was able to better focus on responding to email inquiries. Simple questions about store locations and return policies were handled instantaneously via live chat, instead of a complex
trouble ticket handling process. Utilizing live chat support rather than phone or email also had the added bonus of increasing customer loyalty and satisfaction by ensuring customers received responses far more quickly. Each agent managed to improve the quality of service provided, achieve consistently high customer satisfaction scores, and answer over 200 inquiries per month.
Concert8’s live chat agents were also successful in helping drive growth in revenue and sales. They assisted clients in choosing clothing to purchase and helped upsell products, and also encouraged buyers to sign up for discount codes to increase the likelihood of future purchases. Timely assistance from our agents through the checkout process and providing store locations when requested also helped drive further sales for the client both online and in-store.