Client Success -

Retail

Scaling Voice and Messaging Support for a Global Retailer Company During Peak Season

in CSAT overall

13.29%

Messaging conversion

86.7%

Voice CSAT

Overview

During the holiday season, a global retailer company faced an intense operational challenge: customer support demand surged across voice, chat, and digital messaging. As volumes climbed, existing providers struggled to keep pace, putting service levels and customer experience at risk during the most business-critical time of year.

The retailer partnered with Liveops to strengthen peak-season readiness and ensure consistent support across voice and messaging channels. With delivery in both the U.S. and the Philippines, Liveops aligned the right talent to the right channels, helping the brand respond faster, protect quality, and stay resilient as demand shifted week to week.

Even in a season where the client expanded AI initiatives that reduced overall agent demand, Liveops delivered standout performance in a multi-vendor environment, setting a new benchmark for service quality, efficiency, and conversion outcomes.

Key challenges

The holiday season brought a sharp rise in support demand, with calls and chats climbing beyond forecast. The retailer needed to close coverage gaps quickly while maintaining brand standards across high-stakes interactions like order support, returns and exchanges, gift card assistance, troubleshooting, escalations, and time-sensitive customer inquiries.

At the same time, service expectations increased. Peak season interactions require more than speed. They require accuracy, brand alignment, and consistency across channels, especially when multiple providers are supporting the same program.

The client also shared that new AI initiatives were reducing agent demand overall, with AI handling 34% of total call volume. As automation absorbed simpler interactions, the remaining volume required higher judgment and stronger execution. Liveops needed to deliver measurable impact in a tighter operating environment with less margin for error.

The Liveops solution

Liveops delivered peak-season coverage across voice and messaging with a dual-location delivery model in the U.S. and the Philippines, aligning support capacity to channel demand and interaction complexity.

Agents supported high-value retail interactions end to end, including orders, returns and exchanges, gift card assistance, troubleshooting, escalations, and time-sensitive inquiries requiring strong brand alignment.

To support peak readiness, Liveops expanded program capacity ahead of the season and accelerated speed to production to ensure consistent coverage through the full holiday window. As the client increased AI adoption and reduced planned flex, Liveops focused on operational discipline and quality execution for the interactions that still required human support, helping the brand maintain consistency across a multi-vendor environment.

The end result

Liveops delivered standout performance across quality, efficiency, and conversion during the holiday period.

Liveops ranked #1 in CSAT overall across vendor partners, including #1 voice CSAT, and led messaging CSAT in 7 of 8 weeks in weekly business reviews. CSAT remained strong across both channels with 86.70% for voice and 83% for messaging.

Liveops also delivered the lowest messaging AHT among vendor partners, demonstrating faster handling without sacrificing experience quality.

Conversion outcomes exceeded client targets across channels, including 13.09% voice conversion against a 12% goal and 13.29% messaging pre-purchase conversion against an 11% goal for the holiday season (Nov 1–Dec 31).

Even as AI handled 34% of call volume, Liveops remained the top-performing vendor for customer experience and efficiency outcomes.

By strategically deploying delivery in both the U.S. and the Philippines, Liveops reinforced the value of a globally distributed model built for modern retail brands.

Why choose Liveops for retail?

1000%+

flexibility to expected or unexpected events

AI customer insights

analyzed thousands of interactions to enhance customer service and training.

28%

of business is in the retail industry

Key takeaways

Explore our retail service offerings

Take your customer experience to the next level with a global-ready contact center solution that scales with your business.

Get in touch today to learn more about Liveops’ Retail industry contact center solutions!