In this case study, we examine our client, a rug retailer and how they went from being unable to manage email inquiries to developing processes that enable them to fulfill customer needs more effectively.

Featuring:

• An inside look at customer support pain points.
• An overview of our customized solution approach.
• Key improvements on first response time, escalations & resolution time.

Company details:

• Industry: ecommerce
• Location: United States
• Company size: 500
• Year founded: 2010
• Mission: make beautiful rugs affordable and washable for all to enjoy.

The challenge

Slow email response time

As a rug retailer, our client is always busy. From customers getting rugs to complement their new furniture to customers replacing old ones, there’s constant demand for their products.

Before partnering with us they were flooded with email support inquiries as a result of their popularity in the rug industry, and they couldn’t handle any more.

They were lacking the procedures and assistance needed to fulfill customer needs.

The solution

Swiftly address customer queries

After partnering with SupportNinja, the team was able to source qualified Ninjas to better serve the retailer’s customers.

The escalations were brought down, Ninjas responded to the customers by following processes and policies as well as added a human touch to their email responses.

From tracking to complaints to account questions, our Ninjas were able to improve the ticket process and address customer concerns promptly.

The result

Decrease in first response time & resolution time

• Quick first response
  68.6% decrease in First Response Time(Avg Hours to Response).
  ‍
• Timely resolutions
  50% decrease in Resolution Time (Days to Solve).
  ‍
• Less Escalations
  65.3% decrease in tickets that required an escalation.

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