Case Study

Customer Engagement

location

USA

service type

Live chat and email support

model

Offshore

Case study

About the Client

Our client is a niche apparel retailer with over $150 million in annual online revenue. They sell tens of thousands of products across 1,000 cool brands. Our client’s laser-like focus on ecommerce and customer satisfaction is producing unmatched revenue growth compared to their peers and industry standards.

Rock-solid customer care through live chat and email support

Business Need

  • Our client needed a rock-solid customer care partner who can deliver superior customer service around the clock – 24 / 7 and 365 days a year
  • The vendor must be technologically savvy to work independently and remotely in top-notch live chat, email and back-end systems
  • The vendor must be trustworthy, competent and ethical across the board – Deliver consistently high-quality performance, protect confidential information and be flexible in a dynamic environment

Challenge

  • The client attracts millions of monthly visitors to their website of which 75% of their visitors are unique. It’s mission-critical for the client to meaningfully engage with shoppers online (Live chat) and offline (Email) across a wide array of needs – Product advisory, selection, returns and overall order management.

Solutions and Benefits

  • For over 9 years, CES has been delivering exceptional customer engagements via live chat and email to increase conversions and overall customer satisfaction
  • 100% achievement of CSAT goals
  • 300% reduction in shopping cart abandonment goals
  • 100% achievement of resolution rate and response time objectives
  • Additional value-add for listings management and reconciliations on marketplaces such as eBay.com, Amazon.com, Buy.com and Newegg.com