Results & Conclusion.

Written By Tshilidzi Clement Raphasha

  • 50% Decrease in first response time (from 10 hours to under 5 hours)  

  • 15% Decrease in full resolution time (to under 17 hours)  

  • 61% Increase in customer service-generated revenue  

  • Improved subscription retention through UX/UI enhancements based on customer feedback  

  • Decreased WISMO contacts by 20% through transactional email clean-up  

  • 95% CSAT achieved in the first month  ; avg. of 96%

  • 30% Reduction in inbound contact rate  

  • Successful launch of new channels (SMS and social) with outstanding performance metrics:  

  • <5-minute response time and 96% CSAT for SMS  

  • <3-minute first response time for social community management

Conclusion:

By reconfiguring Clevr Blends’ customer service systems, optimizing subscription-related touchpoints, and expanding their support channels, we dramatically improved both operational efficiency and customer satisfaction. The strategic improvements in customer feedback, retention, and transactional clarity were key drivers in delivering both a better experience for customers and increased revenue for the business.

Tshilidzi Clement Raphasha
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Solution(s)