Major Rug Manufacturer Achieves 135% Increase in NPS and 38% Increase in CSAT with IGT’s End-to-End Next-Gen Customer Experience Services
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About the Client
Major rug manufacturer and distribution brand known for its contemporary designs at affordable prices. Inspired by art and tradition, this US-based manufacturer sells through various channels for homes and businesses.Business Challenge
Minimizing customer wait times and enhancing customer experience were top concerns for the client. With increased channels and touchpoints, the clients needed help to deliver a consistent and seamless customer experience.
- Staffing issues – Due to high attrition and absenteeism within the customer support team, the quality of customer services dropped and faced increased abandoned calls.
- Low upselling and sales – Lack of training and knowledge on products led to meager upselling and sales below 13%.
Business Solution
IGT Solutions initially focused on SLA compliance and reducing abandoned calls with a more innovative workforce. In the second year, after achieving stability in meeting traditional SLAs and AHT metrics, the focus shifted toward fostering behaviors to drive sales growth. The current objective is to enhance the customer experience by understanding customer sentiment and delivering high NPS and CSAT services across preferred channels.
- Level 1 Customer Support Services through various channels, including voice, email, and chat, with the ability to address queries and handle escalations.
- Implemented a structured escalation process, ensuring swift resolution and customer satisfaction.
- Leveraged the expertise of senior agents to address escalated customer queries and issues efficiently.
- Provided regular training and upskilling opportunities to senior agents to stay updated on product/service knowledge and customer handling techniques.
Benefits
The client experienced significant benefits, including cost reductions with a stable and well-trained workforce.
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