We were looking to accelerate our developments efforts and access new talent. With Wiserbrand we got all that plus a ton of flexibility for a good price.
Summary
Our client, a prominent US-based furniture retailer, has grown a vast network of partnerships across the country, enabling them to offer renowned comfort solutions from top brands at competitive prices.
As their online portfolio expanded, so did the volume of customer requests, which became overwhelming for their in-house support team.
Cooperation Period
Ongoing
Location
USA
Services
Industry
Business Challenge
As the company’s online presence and customer base grew, their in-house support team struggled to keep up with the influx of inquiries, leading to increased response times and decreased customer satisfaction. Recognizing the need to maintain their reputation and support quality, the client sought an outsourcing partner who could offer scalable, high-quality customer service while ensuring consistent satisfaction.
Solutions
WiserBrand implemented a structured and customer-focused support strategy tailored to meet the needs of a fast-growing eCommerce environment:
1
Customer Support Reorganization
Removed query backlogs by overhauling the support infrastructure, empowering team leads to resolve complex cases, while coaches enhanced agents’ skills in brand-specific knowledge.
Customer Support Reorganization
Removed query backlogs by overhauling the support infrastructure, empowering team leads to resolve complex cases, while coaches enhanced agents’ skills in brand-specific knowledge.
2
First-Call Resolution Priority
Implemented a First-Contact Resolution (FCR) approach, with vigilant monitoring by our team, achieving an FCR rate of 50%, significantly improving response effectiveness.
First-Call Resolution Priority
Implemented a First-Contact Resolution (FCR) approach, with vigilant monitoring by our team, achieving an FCR rate of 50%, significantly improving response effectiveness.
3
Scalable Onboarding Strategy
Developed a flexible onboarding system, integrating an average of 4-5 new agents monthly to keep up with growing demand, with agents fully operational within a month.
Scalable Onboarding Strategy
Developed a flexible onboarding system, integrating an average of 4-5 new agents monthly to keep up with growing demand, with agents fully operational within a month.
Project Results
WiserBrand’s customer support solutions provided the furniture retailer with a dedicated team and efficient processes that improved customer satisfaction and operational scalability. Key outcomes include:
Returning Visitors
The number of returning visitors increased by 283%, reflecting strengthened customer loyalty.
Customer Satisfaction
The company achieved an average satisfaction score of 84%, indicating high approval for the enhanced support quality.
Ticket Handling
Each agent manages up to 30 tickets daily, with an average resolution time of 2 days, ensuring timely and effective service.
Client Review
See what our client has to say about the services we provided for their project.
“Accelerated Development and Flexible Talent Solutions at a Great Value”
Project
Furniture Company
Services
Industries