Client Overview:
- A growing e-commerce business specializing in handmade crafts.
- Offers a wide range of products to a global customer base.
Challenge:
- High volume of customer inquiries leading to delayed response times.
- Inefficient customer support processes affecting customer satisfaction.
- Need for a system to manage and prioritize support tickets.
Solution:
- Implemented a customer support ticketing system to streamline inquiries.
- Developed templates for common inquiries to speed up response times.
- Provided training for support staff on effective use of the new system.
- Monitored and analyzed support metrics to continuously improve processes.
Results:
- 50% reduction in average response time for customer inquiries.
- Increased customer satisfaction and positive reviews.
- More efficient support operations, allowing staff to handle more inquiries.
- Improved ability to track and resolve issues promptly.