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CX innovation to delight e-commerce clients

Our client is a leader in the Retail & eCommerce sector. Their site is an aggregator, offering customers millions of products from different countries and platforms, including Amazon, eBay and Walmart USA.

To achieve greater success in one of their key markets, the company needed to improve the quality of their current customer experience. They needed to apply a continuous improvement process aimed at achieving greater efficiency and more engaging interactions with customers.

Challenge

Provide our customer with a complete multichannel solution while increasing satisfaction levels and quality standards.

Strategy

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Results

+3,500 cases solved by email

85% satisfaction level

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