For e-commerce companies like Blinds.com, fast and effective service is key to maintaining high levels of customer satisfaction. Their 32-person customer service team is responsible for managing inquiries about re-orders, shipping and other questions, and also works with its 30 suppliers to resolve customer issues and track reorders and changes.
For every issue that requires follow-up, Blinds.com sends customers an email asking about their service experience 30 days after the request was made. “One of our customers’ most common complaints was the lack of follow-up on their service issues,” said Martin Claggett, director of operations for Blinds.com. “In other words, they weren’t getting answers to their questions, or their complaints went unresolved. We needed to take a closer look at how we managed customer service follow-up to identify processes that could be improved.”
“We realized that each of our customer service agents had their own methods for managing follow-up, which led to variations in our overall approach to resolving customer problems,” said Claggett.
- Improved agent productivity– agents take 25% more calls
- Better consistency of interactions with customers and suppliers
- Significant decrease in training time
- Improved customer satisfaction through guided process flows
- Successful customer service deployment extended to accounting department
“IPA has helped us cost-effectively root out the source of our inefficiencies, which has resulted in the kind of consistent, positive customer experience that drives repeat business and referrals.”
- Improve speed and consistency of follow-up on service issues
- Increase visibility into processes to eliminate inefficiencies