Case Study
- Client: Clothes2Order
- URL: www.clothes2order.com
- Date: 1st January 2016
- Overview: To reduce escalation through digital self-service with CartAssist.
To find out more about how CartAssist could help you with contact deflection, why not contact us for a free consultation.
What They Say
“The CartAssist platform has enabled more of our customers to nd the information they need to complete orders online without having to contact our customer service team with basic queries. This has reduced online escalations by around 15%, allowing our customer service team to spend more time adding value to our customers who need our help and advice rather than answering simple repetitive queries”.
Simon Turner
Marketing Director – Quayside Group
The Challenge
To provide a self-service solution which offered real-time support for low complexity “discovery” type queries which would then both increase the chance to convert sales whilst providing contact deflection of unnecessary, profit eroding escalations to the support centre.
The Solution
CartAssist self-service solution has been deployed successfully as a constant support channel for desktop customers. Following this successful pilot, Clothes2Order are now deploying self-service into the mobile user environment.
The Results
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- 300% increase in digital engagements
- 15% reduction in online escalations
- Up to 10% increase in support agent productivity
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I am a digital transformation, AI technology, and data analytics evangelist with over 15 years of B2B pre-sales, sales, marketing and operational experience principally in the software solutions and environmental bio-technology sectors.
From strategy to delivery I love bringing ideas to realisation – Starting with a basic outline or concept and transforming it into a viable, professional offering and delivering that product or service to market.
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