Case Study: SupportZebra Supports 20% Increase in Customer Retention Rates

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Discover how SupportZebra helped an automated retail solutions company achieve a remarkable 20% increase in customer retention rates.

The client is a leading player in the automated retail solutions sector, offering creative services to streamline the retail process.

They excel in creating state-of-the-art technology that enhances customer engagement and drives business growth.

Their services are tailored to meet the needs of contemporary retailers, helping them boost productivity, reduce expenses, and increase profits.

With a keen emphasis on customer contentment and a dedication to groundbreaking ideas, the company is transforming the retail landscape.

The Challenges

The company was tasked with retaining customers and boosting revenue through upselling, highlighting the importance of customer loyalty and revenue optimization.

They sought to tap into the potential of its contact centre professionals to drive revenue growth and support small businesses, underscoring the need to utilize their skills to achieve business goals effectively.

The company strived to assist new entrepreneurs while keeping customer satisfaction at the forefront, showcasing the challenge of balancing business growth with ensuring high levels of customer happiness.

Solutions and Results

Over a four-year period, the company grew its headcount from just 5 to 116 employees, a clear indicator of successful staffing support that kept pace with its rapid expansion.

To help the business thrive in the US market, services were provided in English, meeting both geographical and language requirements with ease.

Customer support was delivered through voice, email, and chat channels, operating 12 hours a day, seven days a week. This flexible coverage ensured customers received timely assistance across multiple touchpoints.

Both customer service and back-office tasks were handled, offering a comprehensive solution that supported several areas of day-to-day operations.

The company chose SupportZebra as its preferred partner and transitioned most of its onshore agents and leaders to SupportZebra.

The Voice of the Partner (VOP) results for Q1 2024 show high satisfaction levels, with NPS and CSAT scores of 10/10.

SupportZebra’s partnership with the client has been marked by great collaboration and results. The client stated, “They have been amazing with feedback and working with the onshore team to meet the goals required to run a successful contact centre.”

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