Click to Calls: How We Helped this Ecommerce Brand with Increased Conversion Rate by 63%
About the client
Our client is a prominent player in the e-commerce industry, catering to a more than 15 brands and diverse customer base. They operate in a competitive market where online shopping and retail experiences are in high demand.
Business Challenges
In the dynamic landscape of e-commerce and retail, our client encountered a series of pressing challenges. The foremost issue was a decline in customer satisfaction, which was a result of a sharp drop in sales rates and lost revenue. The primary cause of these challenges was the overwhelming demand they faced, coupled with a shortage of adequate services to meet that demand. This situation adversely affected their ability to deliver the best possible customer experience and satisfaction.
- Low Customer Satisfaction: Customer satisfaction had significantly declined, leading to negative feedback and a damaged reputation.
- Overwhelming Demand: The client was struggling to cope with a high volume of customer inquiries, orders, and complaints.
- Inadequate Services: There was a shortage of resources and services to meet the growing demand effectively.
- Inconsistent Customer Experience: The lack of a unified communication system led to inconsistent customer experiences and dissatisfaction.
- Inefficient Problem Resolution: Delays in issue resolution frustrated customers and impacted their loyalty.
- Data Underutilization: The client was not effectively leveraging customer data to make informed decisions and improvements.
By addressing these challenges, our solutions were aimed at enhancing the overall customer service experience and subsequently improving business outcomes.
Solution
The client approached us seeking a solution to overcome their customer service challenges. To address these roadblocks and revamp their customer service, our team of experts first held a board discussion with the client and our CX professional to work on the solution. We implemented an omnichannel support system.
Omnichannel Support: Our solution involved integrating multiple communication channels, including email, chat, social media, and phone support, into a seamless and unified system. This allowed customers to interact with the brand through their preferred channels, enhancing convenience and accessibility. This:
- Boosted Accessibility: Customers chose their preferred channel, increasing engagement by 25%.
- Reduced Resolution Times: Agents had a complete view of customer interactions, leading to 30% faster resolutions.
- Improved First Contact Resolution: Omnichannel routing ensured the right agent handled issues, resulting in a 20% increase in first-contact resolution.
Streamlined Processes: We optimized their internal processes to ensure efficient handling of customer inquiries, orders, and complaints. This involved training their staff to work cohesively across all channels, ensuring consistent and accurate information dissemination. This:
- Eliminated Redundancies: Standardized processes and cross-channel training led to 15% reduction in operational costs.
- Enhanced Consistency: Customers received accurate information regardless of the channel, boosting CSAT by 10%.
- Empowered Agents: With better tools and knowledge, agents felt confident, leading to a 12% increase in employee satisfaction.
Data-Driven Insights: Our approach emphasized the collection and analysis of customer data. By leveraging insights from customer behavior, preferences, and feedback, we helped the client make informed decisions and tailor their services to meet customer expectations. We helped the client leverage this goldmine:
- Targeted Offerings: Data insights revealed customer preferences, leading to personalized recommendations and a 15% rise in average order value.
- Proactive Outreach: Anticipating needs based on data insights resulted in 20% fewer customer complaints.
- Continuous Improvement: Data-driven analysis enabled ongoing optimization of processes and offerings, leading to a 10% improvement in customer retention.
Outbound and Inbound Services: We didn’t stop at reactive support. We implemented proactive outbound services:
- Targeted Campaigns: Personalized outreach based on customer data led to a 12% increase in customer engagement.
- Upselling & Cross-Selling: Data-driven recommendations increased average order value by 8%.
- Sentiment Analysis: Proactive outreach to dissatisfied customers addressed issues before they escalated, improving CSAT by 5%.
- Omnichannel Support: Our solution involved integrating multiple communication channels, including email, chat, social media, and phone support, into a seamless and unified system. This allowed customers to interact with the brand through their preferred channels, enhancing convenience and accessibility.
- Streamlined Processes: We optimized their internal processes to ensure efficient handling of customer inquiries, orders, and complaints. This involved training their staff to work cohesively across all channels, ensuring consistent and accurate information dissemination.
- Data-Driven Insights: Our approach emphasized the collection and analysis of customer data. By leveraging insights from customer behavior, preferences, and feedback, we helped the client make informed decisions and tailor their services to meet customer expectations.
Outcomes
About JindalX
Founded in 1999, JindalX, part of the $30 billion OP Jindal Group, is a global outsourcing company delivering exceptional customer experience (CX) solutions for businesses worldwide. We embrace the power of automation, follow a data-driven approach and harness human potential to provide our partners with the best CX. JindalX has served over 100 clients, including fortune 500 companies across 8+ industries including Banking, Financial Services and Insurance (BFSI) in over 15 locations globally.
