Improved Email Support Resolution Rate
Email Support Deflection Rate (roadmap expansion up to 50%)
Email Support Response Time Improved From 1 Day down to 1 Minute
In the dynamic world of retail, a prominent Fortune 1000 children's clothing brand, with a longstanding partnership with Linc, sought a radical transformation in their email customer support. Their challenges were formidable:
Seasonal Staffing Cost & Quality: The F1000 brand needed to scale the support team during peak seasons, all while keeping the significant associated costs low and maintaining top-notch staffing quality.
Cost Efficiency: With the high cost of its email channel, the F1000 brand needed to lower the overall regular support expense, while maintaining and improving overall quality service.
Email Overload Mitigation: The F1000 brand had the goal of preventing email response backlogs, especially considering their multinational presence across online and offline channels, encompassing multiple languages, all funneling into a single Salesforce instance.
In pursuit of streamlining its customer support operations, the F1000 brand adopted a strategic approach targeting the most time-consuming and high-volume order support issues faced on the email channel, with particular emphasis on addressing order status inquiries and returns. Linc's distinctive methodology ensured that shopper inquiries were resolved comprehensively within a single email response.
Linc's AI-powered email responses were not only immediate but also exuded an attitude of humility and utmost helpfulness. These responses were carefully crafted to provide shoppers with a clear path for escalation, merely a reply away. This cautious approach not only expedited resolution but also preserved the brand image, fostering a positive customer experience.
Linc's commitment to excellence extended to addressing nuanced business rules. For instance, Linc's system effortlessly handled scenarios where orders were not delivered within an expected time window. Additionally, it enabled partial order ID lookups even when mentioned within the body of the shopper's email, ensuring a seamless resolution process.
Furthermore, Linc seamlessly integrated into the brand's existing SalesForce workflow, seamlessly functioning as just another exceptional agent. This integration allowed for easy tracking using all their existing metrics, ensuring that Linc's performance was measurable and contributed to the overall customer support strategy's success.
The implementation of Linc's solution delivered exceptional results for the F1000 brand, achieving a remarkable 85% resolution success rate and ensuring that most shoppers no longer needed to follow up. This incredible success was complemented by the efficient deflection of approximately 18% of the total email volume, demonstrating the system's prowess in addressing customer queries without agent involvement.
Furthermore, even cases necessitating escalation to live agents were expedited due to shared common order status information. This streamlined approach to escalations enhanced the overall customer experience.
During peak seasons, the quality and predictability of Linc’s AI-powered email responses remained consistently high, addressing challenges traditionally faced with seasonal staff. Moreover, rapid responses freed up live agents, avoiding email backlogs, and improving both the customer experience and support efficiency. The outcomes achieved through Linc's solution were transformative, enhancing the F1000 brand's customer support and elevating customer satisfaction to unprecedented levels.
Skyrocketing Resolution Rate: Achieving an impressive 90% resolution success rate, resulting in shoppers not needing to reply.
Efficient Deflection: Approximately 18% of the total email volume was successfully deflected just with this limited use case.
Streamlined Escalations: Even cases that were escalated to agents were expedited due to shared common order status information.
Unprecedented Speed: Responses in just one minute, as opposed to the industry-standard one business day.
Above Average Resolution Rate: Surpassing industry benchmarks, translating into heightened customer satisfaction and an enriched shopping experience.
Improved Peak Season CX: high quality and predictable email responses were on point, compared to the challenges faced with seasonal staff.
Avoided Email Backlog: rapid responses freed up agents and leveled workflows, avoiding email backlogs and improving customer experience.
The journey doesn't end here. The brand is poised to expand Linc's support into other high-volume, time-consuming email areas that shoppers have inquiries and desired actions to perform: continued expansion within order issues, products, promotions and more with an expected total deflection rate going from 18% up to 50%. The vision also extends to providing support for the more intricate, long-tail questions, only found in Knowledge Articles or in senior experienced agents' expertise, ushering in a new era of customer-centric excellence.