Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
Retail & eCommerce Logistics Provider
Our client provides end-to-end logistics solutions for eCommerce businesses, including warehousing, fulfillment, last-mile delivery, and returns management.
84%
CSAT
90%
Order fills
86%
Retention
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Type of client
Logistics company
EverHelp client
1 year
Location
Germany
Company headcount
300-500
Challenges
Before partnering with EverHelp, the logistics provider faced several challenges in managing customer support, resulting in lower process efficiency and customer experience:
- The client struggled with managing and maintaining a clean and up-to-date customer database, which led to errors in order fulfillment and shipment.
- The company struggled with high volumes of order-related inquiries, including tracking updates, delivery issues, and return processing.
- Their internal team experienced difficulties resolving time-sensitive issues such as lost or delayed shipments, hindering the customer retention rate.
- A lack of dedicated support resources during peak seasons caused special bottlenecks, leading to customer frustration and reducing satisfaction rates.
Solution
To address these challenges, we developed a structured and data-driven customer support strategy that streamlined operations and optimized service quality:
- We sourced and hired a dedicated team of 10 Customer Support Representatives to manage logistics-related inquiries across multiple channels, including email, live chat, and phone.
- By reducing wait times and delivering a more personalized customer experience, our established support team increased the success rate of inbound and outbound calls to 95%.
- We also implemented AI tools, which helped us optimize workflows and ensure quick customer assistance, helping raise the order fill rate (OFR) to 90%.
- EverHelp experts also provided a Quality Control Agent and a Team Lead to manage the dedicated support agents and provide continuous performance monitoring
- Our experts conducted data analysis to gather customer feedback and improve support processes, increasing the customer retention rate (CRR) from 65% to 80%.
- With streamlined processes and real-time tracking updates, our team raised the customer satisfaction rate to 84% compared to the previous average of 77%.
Results
10
Customer support agents
1
QC agent
1
Team lead
95%
Call efficiency
90%
Order fill rate
84%
Customer satisfaction
Challenges
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Your trusted growth partner
At EverHelp, we specialize in providing comprehensive customer service outsourcing solutions crafted to your unique needs.
