Case Study
From Vision to Success: A Case Study into E-Commerce CX Transformation
E-Commerce CX Transformation: A Case Study
Revolutionizing customer experience for a multi-store e-commerce brand by implementing data-driven, omni-channel solutions, boosting satisfaction, streamlining operations, and increasing efficiency.
Impact at a Glance
Delivering tangible growth & efficiency in record time.
95%
PKR
Customer Satisfaction
CSAT Score
Faster Resolution Times
Customer Retention
Enhanced Operational Efficiency
Improved Agent Performance
Revolutionizing customer experience for a multi-store e-commerce brand by implementing data-driven, omni-channel solutions, boosting satisfaction, streamlining operations, and increasing efficiency.
The Client Context
Multiple Brands
Active Users
$29.6 Million
Revenue
+15
Support Agents
2020
Client Since
Multiple Brands
Active Users
$29.6 Million
Revenue
+15
Support Agents
2020
Client Since
The Challenges
Growing pains at scale: Limited visibility & operational friction.
Maximize Revenue and Ensure Compliance
Driving revenue growth while maintaining full regulatory compliance.
Scaling Customer Support
Expanding support operations efficiently to meet growing customer demand.
Lack of Personalization
Addressing customer needs through personalized and relevant interactions.
Inconsistent Service Delivery
Standardizing service processes to ensure consistent customer experiences.
Our Solutions
Workforce Planning
Ran Targeted hiring, training, and nesting cycles with a floating batch to absorb attrition and peak loads.
Omni-Channel Solution
Deployed Antlere Interact helpdesk solution to streamline all interaction types through a centralized ticketing system.
Knowledge Management
Integrated a client-approved knowledge base for faster, more accurate agent access.
Customer-Centric Solutions That Delivers
Transforming service delivery with enhanced communication and timely resolution.
Improved Customer Satisfaction (CSAT) Scores
CSAT improved from 86% to 95% through personalized, cross-channel service.
Faster Resolution Times
Resolution times were reduced, enabling quicker issue resolution and better customer retention.
Enhanced Operational Efficiency
Cross-training and centralized knowledge improved agent performance and reduced response times.
Empowering Success with Client-Centric Approaches
At Abacus BPO, we place great emphasis on transparent, unbiased feedback from our clients to continuously improve our services. In this case study, we partnered with a leading e-commerce client to enhance their customer support operations.
By assessing their customer experience metrics, addressing key pain points, and deploying tailored solutions, we helped them achieve measurable improvements in both service quality and customer satisfaction. This case highlights our dedication to delivering impactful results through data-driven, customized strategies.