The Challenge
A top-tier global online retailer was struggling with rapid growth. Their customer support team was overwhelmed during peak seasons, leading to average response times of over 24 hours. This delay was causing cart abandonment and a dip in customer loyalty scores.
The Solution
DataLoops implemented a comprehensive transformation strategy focusing on three pillars:
- AI-Powered Routing: We deployed an intelligent routing system that analyzed incoming tickets and automatically assigned them to the most qualified available agent, or resolved simple queries via self-service bots.
- Scalable Workforce: We augmented their in-house team with our expert remote agents during peak hours, ensuring 24/7 coverage without the overhead of full-time hires.
- Unified Dashboard: We integrated their CRM, order management, and shipping systems into a single view, utilizing our "Experience Orchestration" platform.
The Results
Within six months, the transformation was undeniable. Average response times dropped from 24 hours to under 2 hours (60% improvement). Customer Satisfaction (CSAT) scores rose by 45%, and the team successfully handled over 500,000 interactions per month without burnout.