Case Study
Fashion Industry
How a global women’s fashion brand boosted customer satisfaction at scale with ROI CX Solutions.
CLIENT OVERVIEW
Our client is a women’s fashion brand that embodies timeless style with a unique twist. The brand’s founder sees modern women dressing in a clean, effortless, and forever chic way. Their collection is a reflection of this vision and is designed for real women with real style. These women value beauty and practicality and desire a chic, clean, and understated style allowing them to be effortlessly stylish.
CHALLENGE
This global brand faced a significant challenge with its previous vendor not being able to scale up quickly enough to handle a surge in phone and email volume. This volume surge was the result of shipping issues that they were experiencing at the same time. This confluence of events resulted in severe customer service delays and escalating frustrations.
SOLUTIONS
ROI CX Solutions developed a plan to help handle the surge in customer service volume, including overstaffing to ensure adequate coverage and help save on costs. By offering flexible staffing options, such as variable time off, we were able to scale up quickly and efficiently. Our team would also provide training and support to ensure seamless integration and effective handling of customer inquiries.
RESULTS
ROI CX Solutions successfully helped Marc Fisher overcome their customer service challenges by implementing data tracking through Five9 and Zendesk. Enabling us to reduce email response times to just 30 minutes, exceeding the client’s goal of eight hours or less. We maintained a high level of service, with 80% of calls answered within 20 seconds, meeting SLA requirements. Additionally, we implemented an interactive virtual agent that uses natural language, offering a non-robotic experience for customers, helping keep costs low, and improving customer satisfaction.
ADDITIONAL BUSINESS AWARDED
Since 2019, we’ve earned the trust of our client and expanded our services to include Facebook messaging, company reviews, a back-office system (cmaps), and distribution management for order errors with distributors. We also took over order processing for their warehouse and provided additional focus on their new brand launch. Thanks to our expertise and efficiency in delivering outstanding customer service, our client now relies on us to manage multiple processes, including the processing of order issues for their warehouse.
