Solution(s)
As a fractional CXO, we implemented a strategic overhaul of the customer experience, combining data-driven insights with targeted improvements in operations and customer touchpoints:
Gorgias Configuration Clean-Up
Streamlined Gorgias workflows by optimizing rules and routing, improving ticket management efficiency and agent response times.
KPI Improvements:
First Response Time: Reduced from 10 hours to under 5 hours (50% decrease) through workflow optimization and automation.
Full Resolution Time: Achieved a 15% reduction, bringing the average resolution time to less than 17 hours.
Customer Satisfaction (CSAT): Reached 95% in the first month of the survey launch.
Subscription Experience Enhancements:
Improved retention by 2% by redesigning the subscription UX/UI based on direct customer feedback, making it easier for customers to manage their subscriptions.
Reduced WISMO contacts by cleaning up and optimizing transactional emails, providing clearer and more timely order updates.
Revenue Impact:
The optimized processes and enhanced customer experience contributed to a 61% increase in customer service-generated revenue
Channel Expansion:
Contact Form: Streamlined the inbound touchpoints by introducing a new contact form, improving resolution times for incoming customer queries.
SMS Channel Launch: Rolled out SMS as a new support channel, with a 5-minute response time and a 96% CSAT rating.
Social Community Management: Added a new social support channel with a 3-minute first response time.
Reporting Suite & Insights:
Built out a comprehensive reporting suite, including CSAT and product specific feedback and contact reasons, providing actionable insights that informed subscription UX/UI improvements and other customer touchpoint enhancements.
Knowledge Base Development:
Internal Knowledge Base: Established a thorough internal knowledge base, improving agent training and reducing resolution times.
External Knowledge Base: Created an external knowledge base for customers, resulting in a 30% decrease in inbound contact rates by empowering self-service.
Staffing Forecast:
Developed a staffing forecast to ensure optimal team capacity as the brand’s support channels expanded.
