Scaling Voice and Messaging Support for a Global Retailer Company During Peak Season
Industry: Retail
Key Takeaways
Handled 211% of forecasted voice volume.
Scaled messaging support 186% above forecasted volume, to support unexpected volumes.
Achieved sales conversions 109 basis points higher than the client’s goal.
Maintained the lowest AHT among competitors.
During the holiday season, a global retailer faced an unprecedented challenge: rapidly increasing customer service demands that overwhelmed their existing support providers. With surging call and chat volumes, their partners struggled to keep pace, leaving gaps in service and jeopardizing the customer experience.
Recognizing the need for a flexible and scalable solution, the client partnered with Liveops to deliver exceptional customer support across voice and messaging channels. The partnership not only helped them meet their seasonal demands, but also to set a new standard for service quality and operational excellence.
Key Challenges
The holiday season brought surging demand for customer support, with call and chat volumes climbing well beyond forecasted levels. The client’s existing customer service providers lacked the flexibility to scale quickly, leaving critical service gaps and increasing the risk of dissatisfied customers.
Meanwhile, the nature of holiday customer interactions required not only speed but also accuracy and professionalism. The client needed a solution that could effectively scale while maintaining their brand’s reputation for quality and care.
From managing peak seasonal inquiries to troubleshooting customer issues, it was clear that a flexible and highly skilled partner was necessary to meet these heightened demands.
Key Takeaways
Handled 211% of forecasted voice volume.
Scaled messaging support 186% above forecasted volume, to support unexpected volumes.
Achieved sales conversions 109 basis points higher than the client’s goal.
Maintained the lowest AHT among competitors.
Liveops Solutions
Liveops rose to the challenge by delivering scalable and flexible support that met the client’s evolving needs. Leveraging a highly skilled agent network, Liveops managed 211% of the forecasted voice volume and 119% of the chat volume, ensuring no customer interaction was left unanswered.
Agents provided seamless voice and messaging support to handle a variety of customer needs, including orders, returns, exchanges, gift card assistance, troubleshooting, and managing escalations. This comprehensive approach ensured that all interactions upheld the client’s high standards for brand representation and customer care.
Liveops also implemented advanced workforce strategies to meet increased volume demands without compromising quality. The ability to quickly scale operations, maintain efficient workflows, and exceed performance benchmarks demonstrated the effectiveness of Liveops’ agile and remote agent model.
By combining operational expertise with a focus on delivering results, Liveops helped the client navigate their peak season challenges with confidence.
Key Takeaways
Handled 211% of forecasted voice volume.
Scaled messaging support 186% above forecasted volume, to support unexpected volumes.
Achieved sales conversions 109 basis points higher than the client’s goal.
Maintained the lowest AHT among competitors.
The End Results
Liveops’ partnership with the global athletic apparel client delivered results that exceeded all expectations. Voice conversion rates climbed to 13.09%, surpassing the goal of 12%, while December became the client’s highest revenue month ever due to Liveops’ ability to scale rapidly and effectively.
Beyond the metrics, Liveops’ collaboration with the client provided peace of mind during a critical time of year. The ability to consistently meet and exceed service expectations strengthened the client’s ability to maintain their reputation for exceptional customer care.
By blending expertise with adaptability, Liveops created a foundation for success that extended beyond the holiday season, delivering results that showcased the power of flexibility and operational excellence.