The Challenge:

Due to various client-driven events, including an app overhaul and erroneous email communication to subscribers, the streaming entertainment company’s internal Social Experience Management (SEM) team encountered hurdles, impacting efficiency and response time. A series of phishing incidents further compounded the challenge. Together, these issues led to a notable surge in customer service volume and a decline in service level, exacerbating negative brand sentiment across social media platforms.

As the sole SEM partner for the brand, ResultsCX faced the urgent need to enhance efficiency as well as customer experience.

The Solution:

ResultsCX implemented a two-pronged solution aimed at accelerating agent efficiency and response time while maintaining top-notch quality:

• Handle time analysis: Implemented a data-driven approach, analyzing and developing reports to dissect the handle time for each conversation touchpoint. This allowed for targeted coaching sessions to address specific areas for improvement, leading to a reduction in overall handle time.
• Streamlined responses: Collaborated with the brand to refine and standardize canned responses for common customer inquiries and issues. These updated responses were more effective and streamlined, ensuring agents had access to the best possible responses for efficient customer interactions.