National Online Retailer Success Story
The Challenge
A national online retailer with a company-owned call center had hired temporary help to support its call center staff during busy holiday seasons. But the company was unhappy with the results and came to VIPdesk to support phone and email functions as a seamless extension of their brand.
The Solution
VIPdesk answered this online retailer's need for seamless support with a custom-designed Brand Experience Management solution. The company used the same technology platform as VIPdesk, making for an especially effortless implementation. The partnership began with a 90-day trial agreement.
The Results
That 90-day trial agreement has been extended ever since, thanks to ongoing measurable results. VIPdesk:
- Improved service levels by up to 60% during peak months
- Scaled to meet flexible scheduling needs on short notice, doubling available hours in some cases
- Improved contact completion rates by 41%
- Resolved an email spike of 2,000 delayed email responses within 48 hours
- Reduced Average Hold Time (AHT) by 22 seconds within two months
- Increased service levels from 30-85% of all calls answered within 20 seconds across the network
- Improved overall first-contact resolution
Today, VIPdesk continues as this online retailer's strategic partner, on-call to expand the company-owned call center capacity on an as needed basis, quickly, seamlessly, and brand-consistently.