Client Overview: A health and wellness company offering nutritional supplements and fitness programs.
Challenge: The client experienced a high volume of repetitive customer inquiries, which overwhelmed their support team and led to longer response times.
Solution:
- Developed a comprehensive knowledge base and self-service portal to address common questions.
- Implemented a chatbot to handle repetitive inquiries and direct customers to relevant resources.
- Trained the client’s support team on using the new tools and managing escalated issues efficiently.
- Regularly updated the knowledge base with new information based on customer feedback and inquiries.
Results:
- Reduced support ticket volume by 35% due to the effectiveness of the self-service portal.
- Decreased average response time by 50%.
- Improved overall customer satisfaction, as evidenced by a 30% increase in positive feedback.