This graph reflects the live chat activity over the past year, showcasing consistent engagement levels and strategic growth in customer interactions. Despite fluctuations due to seasonal demands, the overall trend highlights efficient management of high volumes during peak months and the ability to maintain steady performance across the year. By leveraging data-driven strategies and optimizing response workflows, we ensured seamless customer support that aligns with business objectives.
Our client, a mid-sized e-commerce company based in Belgium, specializes in selling digital products across the globe. As their business grew, they faced increasing challenges in managing customer inquiries and providing consistent support across different time zones and languages. Their goal was to improve customer satisfaction while maintaining cost efficiency.
Seamlessly managing live chat activity with real-time agent performance insights and efficient query handling.
High Volume of Inquiries
The growing customer base resulted in delayed responses to emails, chats, and calls, leading to dissatisfaction.
Multi-Language Support Needs
Serving customers across Europe required support in English, French, German, and Spanish.
Inconsistent Service Quality
The lack of standard operating procedures (SOPs) and training materials led to inconsistent customer experiences.
Limited Internal Resources The company lacked the bandwidth to hire, train, and manage an in-house customer service team.
Zrafted’s team completely transformed our customer service operations. Their expertise in multilingual support and process optimization helped us deliver exceptional service to our customers, no matter where they were. We’ve seen a remarkable improvement in satisfaction scores and retention rates. Thank you for being an integral part of our growth!
The client’s CSAT (Customer Satisfaction) score increased from 78% to 92%, reflecting a significant improvement in the quality and timeliness of support.
Average response times dropped from 8 hours to 45 minutes for email inquiries and from 15 minutes to 2 minutes for live chat.
Customer inquiries in four languages were handled efficiently, increasing customer retention across diverse regions.
By outsourcing customer support to Zrafted, the client reduced operational costs by 35% compared to maintaining an in-house team.
The introduction of standardized processes and CRM integration resulted in faster issue resolution and higher agent productivity.
