Crushing Backlogs with 94% FCR: The 24/7 Coverage Strategy Unveiled!

See the case study PDF.

SYNCIFIED CX TEAM SETUP

• 24/7 Coverage for Live Chat and Email

• 5 Agents and 1 Team Lead

• Offshore Remote Agent

OBJECTIVE

To develop a scalable 24/7 coverage support solution for a DTC Business facing post-holiday backlog and overwhelmed year-round CX staff due to high volume Tier 1 customer service tickets.

TASK

1. Enhance customer service channels to increase productivity and handle large ticket volumes.

2. Improve response times and resolution rates despite the high ticket volume.

3. Implement continuous improvement initiatives to sustain the effectiveness of the customer service strategy.

SOLUTION:

Live Chat Support Enhancement:

• Deployed AI-powered chatbots to handle routine inquiries, freeing up human agents.

Email Ticket Management:

• Implemented an advanced ticketing system with automated triaging and routing capabilities.

Response Time and Resolution Rate Improvement:

• Implemented a tiered support system and provide agents with access to comprehensive knowledge bases and decision support tools.

Continuous Improvement Initiatives:

• Utilize data analytics and customer feedback to identify trends, pain points, and areas for optimization.

RESULTS

Response Time Reduction:

• Live chat inquiries addressed within 1 minute.

• Initial responses to emails within 1.5 hours.

Resolution Rate Enhancement:

• Achieved a 94% first contact resolution rate.

Continuous Improvement:

• Proactive refinement of processes and allocation of resources based on data-driven insights.