Case study
Customer Service - Troubleshooting
Customer service is the heart of any business, especially in the e-commerce industry. Nowadays, customers expect not only quick resolution of their problems, but also a sense that their needs are being prioritized. In this case study, we will show how a process approach can improve the handling of customer complaints and grievances, increasing customer satisfaction and the effectiveness of internal teams.
%
response time reduction
%
repeated notifications reduction
%
increase in customer satisfaction
%
reduction in operating costs
challenge
Chaotic complaint resolution process
The company struggled with a chaotic customer service process that resulted in long wait times to resolve issues.
Complaint requests went to various departments, but the lack of adequate tools to track their status meant that some were neglected.
The increased number of complaints required the hiring of more employees, which generated additional costs, and negative customer feedback was beginning to affect the company’s image.
approach
3 steps to better customer service
To solve the problems, we conducted a detailed analysis of customer service processes. Process mapping identified key points where delays and inefficiencies were occurring. Based on the results of the analysis, we implemented a number of improvements, including:
1. Automation of the request assignment process
Leveraging the full potential of the CRM system, which automatically assigned requests to the appropriate departments and prioritized them accordingly.
2. Streamlining internal communications
Systematic monitoring of ticket statuses in various departments and real-time response, which enabled the teams to quickly respond to customer needs.
3. Training for employees
Introducing standardized problem-solving procedures that were consistent and in line with industry best practices, plus introducing training plans for the induction of new employees.
Such measures made processes smoother and provided customers with quick answers to their questions and problems.
results
Reduced operating costs and increased customer satisfaction
- Improving the efficiency of customer service processes has reduced the waiting time for resolving issues by 30%.
- Thanks to better work organization and internal communication, the company reduced the number of recurring requests by 40%.
- Customer satisfaction increased by 25%, and the number of positive online reviews began to rise.
- Process optimization reduced operating costs by 15%, which had a significant impact on the company’s profitability.
Your business, your challenges – our help
Do you want to streamline your company’s processes and increase customer service efficiency?
Make an appointment for a consultation and learn how process mapping and implementation of improvements can help you achieve real benefits.
We will optimize your company’s processes, reducing response times, increasing customer satisfaction and reducing operating costs.
Contact us and we’ll start the road to success together!