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.

 

Benefits:

  • 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.”

Martin Claggett
Director of Operations
Blinds.com

Solutions

Challenges

  • Improve speed and consistency of follow-up on service issues
  • Increase visibility into processes to eliminate inefficiencies