How a Major Baby Products Brand Transformed its Customer Service
Advancing Customer Service Goals: Success with Streamlined Visual Engagement Solutions
Objectives
A well-known company in the baby products industry, recognized for its line of feeding accessories and bottles, encountered challenges in customer service, particularly with technical troubleshooting. Aiming to enhance their customer experience and operational efficiency, they integrated a visual customer experience (CX) tool into their customer service framework.
Challenges
- Inefficient Resolution Process: Prior to implementing Grypp, they experienced inefficiencies in resolving customer issues, especially in troubleshooting technical items. This resulted in an average of 2.2 calls to resolve a single issue.
- Low First Call Resolution (FCR) Rate: The company had a low FCR rate of 45.5%, with over half of the calls
(54.5%) requiring a callback for issue resolution. - Time-Consuming: Agents faced challenges in quickly gathering necessary info to support the customer while on calls, prolonging the resolution process.
Solution
Following the integration of Grypp, with its innovative document uploads and two-way video streams, the client experienced a remarkable transformation in customer service:
- Enhanced Resolution Efficiency: Grypp’s live capture dramatically sped up and streamlined issue handling.
- +103% improvement in NPS and +24% increase in CSAT in the first 3 months – creating immediate CX value for their customers.
- Reduced Call Volume: A significant drop in calls needed for resolutions, with 87.8% of calls resolved on the first try, showcasing operational efficiency and service excellence.
Outcomes
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NPS
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FCR
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CSAT
We know that time is precious for our customers’ community so being able to give time back means the world to them and us. Agents can capture any evidence needed live while on the phone with the customer.
Global Head of Consumer Services
