A rapidly growing ecommerce platform faced a surge in chat volume that overwhelmed their support team — resulting in abandoned chats, longer wait times, and the risk of declining customer satisfaction. 

They sought our expertise to streamline their support operations and enhance customer experience.

To mitigate the client’s problem, many outsourcing vendors would simply add more agents. While that approach can work (and generates more revenue for the vendor), it doesn't solve the underlying efficiency problem. 

At SupportNinja, we believe in a more strategic partnership — one that prioritizes scalable and efficient solutions beyond simply increasing headcount — so we looked for a better way forward.

Optimizing CX with Technology

By reviewing our client's contact drivers, we found that a large portion of incoming chats involved low-complexity, repetitive inquiries. While questions about order status, return policies, and basic product information are important, they don't require the expertise of a live agent for the initial interaction.

This discovery presented an opportunity to implement a more scalable solution. We worked with our client to evaluate and implement chatbot technology that could proactively handle common inquiries and collect relevant customer information before routing more complex issues to a live agent. 

This approach improves the experience for both customers and support agents, creating a more efficient workflow that adapts seamlessly to fluctuations in volume.

The Impact of a Smarter Support Model

Instead of just adding more agents, we helped our client build a smarter, more responsive chatbot function that delivers stronger ROI and prepares them for future growth.

This tech-enabled approach offers several key benefits:

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Building a Partnership for Long-Term Success

We believe in acting as a true partner and delivering value rather than just filling seats. 

Facing a surge in chat volume? We’ll help you identify and implement solutions that can scale with your business, adapt to changing customer needs, and deliver superior CX. 

Let’s talk about creating a smarter, more efficient system that drives lasting value.