Achieving 350% E-commerce Revenue Increase While Upholding Quality Standards
Achieving 350% E-commerce Revenue Increase While Upholding Quality Standards
Food and beverage delivery remains a popular choice thanks in no small part to convenience and the wide variety of options available at one’s fingertips. While this meant good business, ensuring customer satisfaction is still challenging for companies. Speed and accuracy are crucial when processing online orders, and efficiency is necessary for providing excellent e-commerce support services. This poses a critical question to companies: How do I reduce ticket resolution time?
The Challenge
Our Client, a beverage e-commerce platform, struggled to maintain customer satisfaction after experiencing an unexpected surge of 500% in sales during the COVID-19 pandemic. They needed a partner to help them improve customer experience on-demand delivery by speeding up their slow response times from high ticket volumes and optimizing their inefficient case monitoring caused by legacy and manual tracking processes.
The Answer is Us
TaskUs established several best practices to address the client’s influx of customers:
- Reduced ticket resolution time by streamlining existing process, bringing down the number of mouse clicks from 14 to 5
- Created a comprehensive and immersive training program, incorporating theoretical learning and demonstration
- Onboarded and assigned Teammates to tasks based on how their skills match the Client’s issues
- Implemented a glide path commitment, backed by regular coaching sessions, to meet and exceed the Client’s service-level agreement
- Collated and submitted FAQs that had no corresponding knowledge base counterparts
The Results
With our expertise in DCX and investments in our Teammates, we provided our Client the answer to reduced ticket resolution time, thus improving their customer experience.
- 200% increase in hourly ticket resolutions (16 tickets handled/hour vs. 8 tickets)
- 96% overall quality vs. 90% target
- 90% average CSAT scores per week
- 350% rise in revenue from the previous year, with TaskUs contributing 93% of this increase
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