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Scalable Customer Support Transformation for Furniture Retailer

wiserbrand.com

Retail

eCommerce

Furniture

Challenges in Scaling Customer Support

Rapid online growth led to overwhelming customer inquiry volumes, causing delayed response times, reduced satisfaction scores, and operational strain on in-house support teams.

About the Client

A leading US-based furniture retailer with a nationwide partnership network offering top brands' comfort solutions at competitive prices.

Objectives for Customer Support Enhancement

Increase returning customer engagement by improving support efficiency
Achieve 80%+ customer satisfaction through proactive resolution strategies
Scale ticket handling capacity to 30+ per agent daily
Reduce average resolution time to under 2 days

Core Support System Functionalities

Hierarchical ticket routing with team lead escalation paths
First-contact resolution tracking with agent coaching modules
Automated onboarding pipeline for rapid agent deployment

Technology Stack Preferences

CRM integration (Salesforce/Zendesk)

AI-powered chatbots

Cloud-based call center software

Real-time analytics dashboard

Critical System Integrations

Existing ERP systems for order tracking
Product databases for technical specifications
Customer feedback platforms

Operational Requirements

99.9% system uptime SLA
Support for 500+ concurrent agents
HIPAA-compliant data handling
Response time under 2 seconds for 95% of interactions

Expected Business Impact of Customer Support Transformation

Projected 250%+ increase in returning customers through improved satisfaction, 30% reduction in operational costs via optimized agent workflows, and 50% higher first-contact resolution rates enabling sustainable growth.