CASE STUDIES

Digital: Beyond the Retail Walls

Chat 1

Challenge:

We built a leading in-store customer experience for PC and Printer shoppers to deliver expertise and sales support, in-aisle, within our retail partner locations.  With an estimated 1.8 billion people purchasing goods online (Statista, 2018) and a projection of e-retail sales to reach $4.8 trillion by 2021, the client needed an online solution to stay ahead of the market.

How we helped our clients succeed:

The Chat program is an extension of the in-store experience but offered in the digital space.  By utilizing chat, we reach customers outside of our day-to-day in-aisle connections, expand customer service, increase brand awareness, and ultimately impact sales online. Our team of 16 experienced sales reps works remotely across the US to support the demand for online sales.  We are open 7 days a week, from 10 am to 10 pm EST, and support all products across Office Depot, Walmart, Target, and the client website.

  • From Jan. to Aug. 2020, we’ve interacted with ~50,000 customers
  • Maintained 4.4/5.0 customer satisfaction rating
  • Lead the industry with a 9.65 second initial response time average
  • Average 30% “add to basket” rate/sales across supported retailers

Sales Volume

%

YOY Increase

Average customer interactions

Per Hour

Industry Leading

response time average

CASE STUDIES

Digital: Reputation Through Relevance

shutterstock_1074687401

Challenge:

Shoppers across the world share billions of consumer-generated content,
including ratings and reviews, photos, and questions related to pre and post-purchase experiences each month. 70-80% of consumers use online research prior to purchase and 65% of consumers have cut ties with a brand over a single poor purchase experience when their issue is not addressed.

How we helped our clients succeed:

  • We completed an in-depth analysis of client ratings & reviews, focused on
    a singular product category
    • Based on our analysis, we found approximately 25-30% of reviews was 3-
    star and below and determined a need for a formal Review and Respond
    team to address reviews of less than 3-Stars
    • We then transitioned existing in-field employees to the digital role,
    designed PR and Social Media training, and developed a regular analysis
    around trends of common issues for each product line
    • To help resolve common issues, we conducted weekly calls with our
    Training team and developed a feedback loop to product the team to
    proactively deal with up-trending issues Increased flagship product rating from an average of 4.01 to 4.17 over a
    22-week period
    • Decreased 3-Stars and Below from 29% to 21%
    • Increased number of reviews by 49%
    • Ratings rose from a weekly low of 3.95 to a weekly high of 4.44
    • Actions successfully halted negative reviews and quickly restored the
    product’s previous overall high rating

Time-To-Fill

%

Faster

Increased to

Markets

Staffed

%

budgeted hours

Retail: Better, Faster, and Stronger in 2020

image78

Challenge:

After working with two other outsourcing companies, our fortune 500 consumer electronics client was weary and in need of a swift solution.  Their unsuccessful partnerships led to only an 80% staffing rate and the 2nd lowest sales attainment ranking in their district.  A product launch was quickly approaching, so we needed to make changes and see immediate results.

How we helped our clients succeed:

White-Glove Transition: We utilized our Concierge team to help guide employees through each step of the company transition confidently.

Individual Development Plans: While immersing the new employees into our processes, we placed them on individual development plans to ensure excellent results and immediate sales growth.

Realtime Reporting: Systems were overhauled to allow for real-time reporting and visibility to missed shifts.

Time-To-Fill

%

Faster

Increased to

Markets

Staffed

%

budgeted hours

CASE STUDIES

Retail: Better, Faster, and Stronger in 2020

image78

Challenge:

After working with two other outsourcing companies, our fortune 500 consumer electronics client was weary and in need of a swift solution.  Their unsuccessful partnerships led to only an 80% staffing rate and the 2nd lowest sales attainment ranking in their district.  A product launch was quickly approaching, so we needed to make changes and see immediate results.

How we helped our clients succeed:

White-Glove Transition: We utilized our Concierge team to help guide employees through each step of the company transition confidently.

Individual Development Plans: While immersing the new employees into our processes, we placed them on individual development plans to ensure excellent results and immediate sales growth.

Realtime Reporting: Systems were overhauled to allow for real-time reporting and visibility to missed shifts.

Time-To-Fill

%

Faster

Increased to

Markets

Staffed

%

budgeted hours

CASE STUDIES

Retail: Better, Faster, and Stronger in 2020

image78

Challenge:

After working with two other outsourcing companies, our fortune 500 consumer electronics client was weary and in need of a swift solution.  Their unsuccessful partnerships led to only an 80% staffing rate and the 2nd lowest sales attainment ranking in their district.  A product launch was quickly approaching, so we needed to make changes and see immediate results.

How we helped our clients succeed:

White-Glove Transition: We utilized our Concierge team to help guide employees through each step of the company transition confidently.

Individual Development Plans: While immersing the new employees into our processes, we placed them on individual development plans to ensure excellent results and immediate sales growth.

Realtime Reporting: Systems were overhauled to allow for real-time reporting and visibility to missed shifts.

Time-To-Fill

%

Faster

Increased to

Markets

Staffed

%

budgeted hours

Client Service Center

3575 Lone Star Cir, STE 200

Fort Worth, TX 76177

Follow Us

Contact Us

817-490-0100

Send us a message

Client Service Center

3575 Lone Star Cir, STE 200
Fort Worth, TX 76177

Follow Us

Contact Us

817-490-0100