Leading Retailer Leans into Customer Interaction Analytics to Improve CSAT by 91%
Leading Retailer Leans into Customer Interaction Analytics to Improve CSAT by 91%
Industry
For the retail industry, optimizing and simplifying the buyer journey is crucial to meeting customer expectations every step of the way. A brand’s reputation depends on knowing and reducing customer pain points wherever they occur.
The Challenge
Our client, a well-known North American retail brand, wanted a clearer understanding of their customer experience and what could be done to make it better. Early improvement goals centered on:
- Decreasing overall Average Handle Time
- Reducing repeat calls
- Increasing customer satisfaction
The Solution
A cross-functional team conducted a 30-day interaction analytics study, examining:
- Top call drivers
- Correlation between agent behaviors and customer sentiment
- Reasons for repeat calls and transfers
- Technical customer issues
- Issues with orders, returns, and exchanges
The Results
Actionable insights from ResultsCX analytics led to meaningful improvements within weeks:
- 67% decrease in time to proficiency driven by on-the-spot coaching
- 6% reduction in call silent time from new flagging/handling process
- Nearly 20% reduction in AHT with better call efficiency
- 14% improvement in quality scores
- Uptick in customer satisfaction scores from 91% after six weeks of process improvement
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