Ensure Quality by Exceeding CSAT Scores and QA Goals
Quality is non-negotiable. We pride ourselves on our ability to deliver high-quality support, reflected in our clients' CSAT scores. Our dedicated model ensures we follow your onboarding timeline, maintaining consistency and quality from day one.
Command Your Operations with Full Control
Maintaining operational control is crucial for your business. With our dedicated model, we provide you with the control your team needs to source exceptional talent across all our locations, offering rates that align with your budget.
Boost Your Bottom Line with an Exceptional, Value-Focused Team
Achieving cost-efficiency is contingent upon assembling a capable team that consistently delivers value to you and your customers. That's why we're here to support your financial investment, and improve operations every day.
Stay in the Loop with Open Communication
At our core, we prioritize fostering strong relationships based on trust and transparency. Collaborating closely with our Business Intelligence and Workforce Management Teams, we delve deep into aligning our goals together.
Why Our Clients Stick with Us
eCommerce Case Study — 59.3% Better Ticket Handling (Lower FRT & AHT)
In this case study, we examine our client, a rug retailer and how they went from being unable to manage email inquiries to developing processes that enable them to fulfill customer needs more effectively.
Featuring:
- An inside look at customer support pain points.
- An overview of our customized solution approach.
- Key improvements on first response time, escalations & resolution time.
Company details:
- Industry: eCommerce
- Location: United States
- Company size: 500
- Year founded: 2010
- Mission: make beautiful rugs affordable and washable for all to enjoy.
Get the downloadable version here, or continue reading on this page.
The challenge
Slow email response time
As a rug retailer, our client is always busy. From customers getting rugs to complement their new furniture to customers replacing old ones, there’s constant demand for their products.
Before partnering with us they were flooded with email support inquiries as a result of their popularity in the rug industry, and they couldn’t handle any more.
They were lacking the procedures and assistance needed to fulfill customer needs.
The solution
Swiftly address customer queries
After partnering with SupportNinja, the team was able to source qualified Ninjas to better serve the retailer’s customers.
The escalations were brought down, Ninjas responded to the customers by following processes and policies as well as added a human touch to their email responses.
From tracking to complaints to account questions, our Ninjas were able to improve the ticket process and address customer concerns promptly.
The result
Decrease in first response time & resolution time
- Quick first response
68.6% decrease in First Response Time(Avg Hours to Response).
- Timely resolutions
50% decrease in Resolution Time (Days to Solve).
- Less Escalations
65.3% decrease in tickets that required an escalation.
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