Scalable Customer Support Platform for Rapidly Growing eCommerce Retailer

As the company's online presence and customer base grew, the inhouse support team struggled to keep pace with the volume of inquiries, leading to increased response times and decreased customer satisfaction. The client needed a scalable, high-quality customer support solution that could adapt to their expanding business volume while maintaining optimal service standards.

A mid-to-large size retail company expanding its digital footprint with an increasing customer base, requiring high-quality support services.

• Achieve a significant increase in customer retention, targeting over 280% growth in returning visitors.
• Enhance customer satisfaction scores to above 80%.
• Increase daily ticket handling capacity per support agent to at least 30 tickets.
• Reduce average ticket resolution time to under 2 days.
• Implement a support infrastructure that allows onboarding of new agents swiftly (within one month), ensuring continuous scalability.
• Improve first-contact resolution rates to at least 50% through targeted processes and monitoring.

• Support infrastructure overhaul with role-based empowerment for team leads to resolve complex inquiries.
• Implementation of a First Contact Resolution (FCR) system with performance monitoring tools.
• A flexible, scalable onboarding process integrating an average of 45 new agents monthly, with full operational readiness within one month.
• Agent dashboard for managing up to 30 tickets daily with performance metrics.
• Analytics and reporting modules to track customer satisfaction, response times, and support efficiency.

• Customer Relationship Management (CRM) system for unified customer data
• Order management system for context-aware support
• Analytics tools for real-time reporting and monitoring

• Support scalability to handle increased volume during peak periods.
• Maintain system uptime with at least 99.9% availability.
• Ensure data security and compliance with relevant privacy regulations.
• System response time under 2 seconds for core support functionalities.

The implementation of this support platform is expected to drive a 283% increase in customer returning visitors, raise customer satisfaction scores to above 84%, and enable support agents to handle up to 30 tickets daily with an average resolution time of 2 days, resulting in improved operational efficiency and stronger customer loyalty.