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.