Retail Case Study 3
Omnichannel Support for a Global Electronics Retailer
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Background
A global electronics retailer with both an online store and brick-and-mortar locations was struggling to provide seamless customer support across all channels. Customers experienced delays in receiving assistance with product inquiries, troubleshooting, and order issues. The retailer sought to improve its omnichannel support to enhance the customer experience.
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Objective
To deliver consistent, omnichannel customer support that ensures timely resolution of inquiries across online, in-store, and phone channels, while improving the overall shopping experience.
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Solution
Corpshore Solutions implemented an omnichannel support solution that integrated live chat, email, phone, and in-store support. The system allowed for seamless communication between channels, ensuring customers received consistent assistance regardless of how they reached out. Real-time CRM integration ensured customer histories were accessible across all channels, improving personalization and issue resolution speed.
Key Features
- Omnichannel support for online, phone, and in-store inquiries
- Real-time CRM integration for consistent and personalized support
- Live chat support for instant assistance on the online store
- Troubleshooting and technical support for electronics products
KPIs & Metrics:
- Customer Satisfaction: Improved customer satisfaction by 25%
- Response Time: Reduced response time across all channels, with an average of 2 minutes for live chat and 5 minutes for phone support
- First Contact Resolution: Achieved 85% first-contact resolution for inquiries
- Cross-Channel Consistency: Increased cross-channel inquiry resolution efficiency by 30%
Outcome
The global electronics retailer saw a 25% increase in customer satisfaction and achieved an 85% first-contact resolution rate through Corpshore Solutions’ omnichannel support. The seamless integration of online, phone, and in-store support allowed the retailer to handle inquiries more efficiently, resulting in a 30% improvement in cross-channel consistency.