Luxury Online Retailer Success Story
The Challenge
An online luxury retailer of men's and women's designer clothes, shoes, accessories, and housewares was in a customer service crunch trying to juggle three separate customer service operations. Their outsourced, brick-and-mortar call center operation was failing to perform in all areas: output, sales, conversions, occupancy, service levels, attendance, and more. Compounding the situation, the company had engaged a different vendor to conduct their email interactions while, at the same time, handling online chats in-house.
They came to VIPdesk looking to integrate all of their service operations -- call center, email, and chat -- in order to deliver better service to their customers and realize measurable improvements in key performance indicators.
The Solution
VIPdesk answered this online luxury retailer's request for proposal with a custom-designed Brand Experience Management solution. The winning proposal leveraged all the scalability and flexibility of VIPdesk's virtual call center model, as well as VIPdesk's unique ability to recruit and train Brand Ambassadors with brand-specific skill-sets, including expertise in fashion and extensive customer service experience. VIPdesk took over as the online luxury retailer's sole partner in managing customer experiences by phone, email, and chat.
The Results
The results of VIPdesk's partnership with this luxury online retailer were immediate and measurable. VIPdesk:
- Ramped from 0-100 agents in less than 2 months.
- Improved customer satisfaction by 27% over the prior vendor, averaging 92% customer satisfaction rating for all contact media
- Reduced cost-per-contact by $2.11 within the first six months, netting $1.8 million in savings
- Improved first contact resolution by an additional 12% with the incorporation of webchat
- Implemented new queue set-ups for promotional activities within one week
- Expanded service hours by 18% with less than two weeks' notice
- Triple sales conversion rates within seven months of launch
- Averaged 20% sales conversion rates on customer service (non-sales) calls in less than one year after launch
Today, VIPdesk continues as this online luxury retailer's only customer service outsourcer, partnering successfully through seasonal fluctuations, economic changes, and emerging customer interaction technologies.