home-furnishings-case-study

Transforming Customer Service in the Home Furnishings Industry

Author: Andrea Okonkwo

A renowned home furnishings company celebrated for its stylish yet affordable furniture range faced customer support challenges during a highly publicized, online-only product launch. The company’s legacy customer service systems could not withstand the surge of demand, leading to a backlog of over 6,300 tickets and spotlighting the need for a more efficient and responsive customer service framework to maintain the brand’s reputation.

The Challenge: Managing a Surge in Customer Tickets

As inquiries about product details, delivery timelines, and after-sales support escalated, the company’s legacy support infrastructure—email, telephone, and a basic FAQ page—built for simpler queries couldn’t scale to meet the rapid influx from the launch.

Overwhelmed by the volume and complexity of tickets, response times extended to over 14 days. Additionally, the lack of personalized communication through these conventional avenues tarnished the customer experience, prompting a need for a strategic overhaul of the customer support system.

Alicia Campbell, Senior Manager of Customer Relations, recognized the urgency of the situation: “The rising volume and specificity of customer inquiries demanded a more sophisticated approach to support, one that could offer swift, accurate, and individualized responses…” In response, the company collaborated with Hugo, who meticulously analyzed the existing customer support challenges and devised a multifaceted strategy to streamline customer service efficiency and satisfaction.

The Solution: Enhancing Customer Support through Multifaceted Strategies

📚Phase I: Streamlining Access and Expanding Resources

Hugo assembled an A-team of experienced CX specialists, skilled at product knowledge and problem-solving, to quickly address the backlog of tickets. Utilizing a combination of human expertise and an AI-powered triaging system, the team was able to clear the backlog within five days.

Hugo then optimized existing channels like social media and the self-service portal, ensuring customers had 24/7 access to support through multiple, and preferred channels. A dedicated social media team ensured that all comments and questions were responded to in real time while an ancillary team rapidly worked to expand the company’s knowledge base with comprehensive product details, assembly instructions, and troubleshooting tips.

🔔 Phase II: Implementing Real-Time Engagement and Proactive Communication

Hugo worked closely with the client to launch a live chat feature on its website,  instantly boosting customer engagement on the website by offering real-time support. Simultaneously, they collaborated with the company to integrate real-time tracking technology solutions, allowing for proactive order communication. This updated system automatically informed customers about their order status at every significant phase, from processing to delivery.

🌟Phase III: Elevating Expertise and Specialized Support

Hugo developed a robust training program to deepen support agents’ product knowledge and communication skills, ensuring they could offer detailed, accurate responses. Concurrently, they set up specialized tier 2 support teams focused on tackling advanced tickets and providing comprehensive after-sales support, such as troubleshooting and setup assistance, boosting the customer experience.

Hugo

Outcomes

  • Ticket Management: Resolved the backlog and closed 27,000+ tickets within the first three months.
  • CSAT Improvement: Achieved a 98% satisfaction rating.
  • Response Time Reduction: Reduced email response times from over 14 days to <30 minutes and live chat response times to <30 seconds.
  • Resolution Efficiency Boost: Enhanced by 30% by deploying specialized support teams and focused training programs.
  • Live Chat Adoption: Direct engagement through live chat resolved 27% of inquiries, improving support responsiveness.

Conclusion

Campbell reflected, “This journey with Hugo has affirmed the critical role of a multichannel customer experience strategy augmented by automation…” It underscores a critical insight: elevating customer experience and embracing continuous evolution in response to market demands are pivotal for success.

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