Our client is a large US home furniture center that offers renowned solutions for customers’ comfort from many brands. Started in New York, this company managed to gain partners across the USA. This network allows the furniture merchant to keep prices low and deliver throughout the country.
Customer satisfaction for the furniture company should have never been an afterthought. For several years they have been growing their online portfolio and client base. Eventually, this expansion resulted in a never-ending stream of requests. Keeping up with them was getting harder for our client’s in-house support group. As a result, their rates started to sink.
At that point, the furniture vendor decided to reinforce customer loyalty and express their unique brand with the help of transparent outsourcing services. So they were looking for a Сustomer Service outsourcing partner with a firm grasp on support quality
The results we are proud of
283%
Returning visitor number from 1.8K to 4.3K
84%
Customer satisfaction score
30 tickets
Agent’s daily capacity
2 days
Average ticket resolution time
Business Challenge
Our client is a large US home furniture center that offers renowned solutions for customers’ comfort from many brands. Started in New York, this company managed to gain partners across the USA. This network allows the furniture merchant to keep prices low and deliver throughout the country.
Customer satisfaction for the furniture company should have never been an afterthought. For several years they have been growing their online portfolio and client base. Eventually, this expansion resulted in a never-ending stream of requests. Keeping up with them was getting harder for our client’s in-house support group. As a result, their rates started to sink.
At that point, the furniture vendor decided to reinforce customer loyalty and express their unique brand with the help of transparent outsourcing services. So they were looking for a Сustomer Service outsourcing partner with a firm grasp on support quality
Customer care satisfaction scores now average
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Solutions
Reorganization
No more backlogs of queries and complaints. We removed the queue of requests waiting for a supervisor’s review. Of course, with a total infrastructure rebuild. As our client welcomed this initiative, a new effective decision-making and delegation plan was adopted where.
Team leads are consistent in their decisions and empowered to resolve complicated cases.
Coaches enhance the competencies of the staff through the development of their skill-sets and learning brand specifics.
Quality assurance analysts review support conversations, suggest improvements if they spot a mistake, and monitor overall Support representatives’ performance.
First-Call Resolution
Gone are the days when the furniture store customers received a canned reply to their email. Our Customer relationship management priority is First contact resolution. We take action. Owing to our specialist’s vigilance, store’s FCR rate now reaches 50%.
Scaling
Gradually, the furniture marketplace expanded, its business requirements changed and the number of clients increased. WiserBrand Customer Service managed to keep up. Our Customer Support leaders mapped out strategic employee onboarding. On average, 4-5 people join our Customer Support department every month and are fully integrated into the company operations within a month. Depending on the business objectives, hiring may freeze or resume.
Over the last 18 months, WiserBrand has reinvented Customer Support for the furniture merchant. Now these are 30 individuals with an unflinching focus on the customer experience. These are professionals capable of reaching best possible performance across all support channels, including social networks.
These are agents who genuinely care about Furniture Shop’s customers.
Director, Corporate InnovationWe 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.
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