Retail & eCommerce Logistics Provider

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.

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%.