Case Study
E-Commerce Industry
How a leading health supplements company achieved a 70% inbound sales conversion rate with ROI CX Solutions.
CLIENT OVERVIEW
The client is a globally recognized company that aims to tackle the growing issue of lifestyle diseases. The company aims to help people achieve optimal health by providing a dependable and consistent way to consume the recommended daily amount of fruits and vegetables. The Triad of Health philosophy covers physical, spiritual, and chemical well-being and underpins our client’s approach.
CHALLENGE
The company’s heavy reliance on ads led to a surge in customer calls that overwhelmed their call center. The situation frustrated customers who were seeking help. To address the issue, they sought external assistance to handle the high volume of calls and improve customer service.
SOLUTIONS
ROI CX Solutions recommended a dedicated team of agents and a unified reporting metric which would boost inbound sales conversions and enable effective performance monitoring. Additionally, the team would provide data-driven business intelligence and technology recommendations to improve the company’s overall performance.
RESULTS
ROI CX Solutions exceeded the client’s expectations by achieving an unprecedented 70% inbound sales conversion rate. This earned us the company’s trust and allowed us to gain full access to their internal CRM. Delivering on this trust; we provided data-driven business intelligence that offered valuable insights into customer behavior and sales trends. Our exceptional success has made us the only vendor with such a high level of trust from the client, solidifying our partnership for future endeavors.
ADDITIONAL BUSINESS AWARDED
Since partnering with this client, ROI CX Solutions has expanded the team from 20 agents to 60. In addition, ROI has taken over the client’s inbound customer service, supporting all of their customers. This partnership has allowed our partner to focus on its core business while ROI takes care of its customer service needs.
CLIENT QUOTE
ROI CX Solutions has been an invaluable partner in helping us tackle the challenge of overwhelming customer calls. Their dedicated team of agents, data-driven business intelligence, and technology recommendations have boosted our sales and customer satisfaction and solidified our partnership. We are excited about the additional business opportunities and look forward to continuing our successful partnership with ROI CX Solutions.