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Chat Support That Delivers for a Major Home Improvement Retailer

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0 %
Customer Effort Score (CES) ahead of goal
0 %
Likely to Shop Again (LTSA)
ahead of goal
0 %
VOC ASAT
ahead of goal
0 Sec
Avg Resp. Time
ahead of competitor
1 %
Messaging Transfers
ahead of competitor
1 X
Client doubled FTE based on performance

Challenge

Solution

  • Challenge

    A major home improvement retailer was experiencing high contact volumes through voice channels, creating bottlenecks and leading to slower response times. The retailer aimed to implement a chat service to alleviate the pressure on voice channels, streamline customer interactions, and enhance the overall customer experience. They sought a partnership with Arise to rapidly scale resources, maintain high-quality support during peak periods, and free up their internal teams to focus on complex customer needs.

  • Solution

    To address these challenges, Arise collaborated with the client to craft a tailored approach that would optimize customer experience, improve response times, and reduce contact volume.

    1. Needs Assessment and Strategic Planning
    We began with a thorough needs assessment to understand the client’s specific requirements. This allowed us to set a targeted strategy aimed at volume reduction, faster response times, and improved customer experience (CX).

    2. Platform Integration and Scalability
    The Arise® Platform was integrated with the retailer’s existing systems, enabling real-time data access and seamless scalability. This integration empowered the retailer to meet fluctuating customer demand efficiently, especially during peak shopping periods.

    3. Targeted Agent Sourcing and Training
    To deliver exceptional service, we leveraged Service Partners already supporting the retailer’s voice channels, complementing them with skilled agents who had a strong affinity for DIY home improvement. Each agent underwent assessments to ensure proficiency in chat-based interactions, followed by a tailored learning program designed to accelerate speed-to-proficiency and enhance customer engagement skills.

    4. Robust Quality Assurance (QA) Practices
    Arise implemented a comprehensive QA framework to maintain high standards across chat interactions. This included:

      • Aggressive concurrency settings to handle multiple chats effectively.
      • Regular evaluations and feedback to ensure continuous improvement.
      • Daily reporting focused on key metrics, with real-time monitoring of the queue.
      • Extra support resources for quick adjustments based on demand surges, ensuring consistent quality and responsiveness.

Results:

The impact of Arise’s partnership with the major home improvement retailer was both measurable and transformative. By shifting a significant portion of interactions from voice to chat, we streamlined the customer experience, resulting in a Customer Effort Score that was 2.2% above the goal—demonstrating that customers found it easier to get the help they needed. The “Likely to Shop Again” score also saw a boost, surpassing the target by 0.3%, indicating stronger customer loyalty and a positive perception of the brand.

Customer satisfaction was further highlighted in the Voice of Customer Agent Satisfaction (VOC ASAT) scores, which exceeded expectations by 3.1%, showing that our approach resonated with customers and left a lasting impression. In terms of efficiency, our chat response time consistently outperformed competitors by an impressive 24.5 seconds, delivering quick resolutions that kept customers engaged and satisfied. The program’s design also reduced the need for message transfers by 2.3% compared to competitors, minimizing customer frustration and enabling smoother interactions.

The success of the initiative was so evident that the client decided to double the number of full-time equivalents (FTEs) allocated to Arise, reinforcing their confidence in our ability to deliver outstanding customer support. This expansion underscored the value of Arise’s scalable, high-quality solutions in enhancing operational efficiency and meeting customer needs with speed and precision.

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