Case study · E-commerce
24/7 support with 94% CSAT
Online retailer. Representative programme outcome.
94%CSAT sustained through peak
Firstresponse under 2 minutes on chat
30%lower cost per ticket
94%CSAT
The challenge
A retailer's in-house support team couldn't cover peak season or overnight time zones.
Our solution
A follow-the-sun support team across chat and email with a new knowledge base and QA programme.
The results
- 94% CSAT sustained through peak
- First response under 2 minutes on chat
- 30% lower cost per ticket
“They scaled our support desk to 24/7 in weeks without any drop in CSAT. A true partner.”
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