Client Success -
Hospitality
Speed to Proficiency with a Leading Home Delivery Service Client
2
Week Launch
60%
Flexibility
18%
Improvement in SLAs
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Overview
The rise of digital-first companies has reshaped consumer expectations, with omnichannel engagement becoming the new standard. The global COVID-19 pandemic further accelerated this shift, pushing home delivery services to the forefront as essential solutions rather than just conveniences.
One leading home delivery service experienced unprecedented growth during this time, requiring immediate customer support scalability to maintain service quality and efficiency.
Key Challenges
At the onset of the COVID-19 pandemic, consumer demand for home delivery skyrocketed. This client, already experiencing growth, faced an overwhelming influx of customer service inquiries. Their in-house team struggled to manage:
- A significant backlog of emails and an increased volume of customer calls.
- The need for rapid onboarding and training of additional customer support representatives.
- Maintaining service quality while scaling operations to meet demand.
The Liveops Solution
To address these challenges, the client partnered with Liveops to expand their remote customer support network, providing experienced and highly skilled agents who could step in quickly and effectively.
Experienced, Remote-Based Agents
Liveops provided access to a network of professional, entrepreneurial agents with extensive customer service backgrounds. These agents worked closely with shoppers and consumers, delivering empathetic and efficient resolutions to inquiries.
Efficient Training & Onboarding
To ensure agents were prepared to meet the client’s needs, Liveops’ Learning & Development team rapidly developed training materials and a blended learning approach. This included:
- eLearning modules combined with virtual instructor-led training.
- A robust knowledge base to ensure agents were well-equipped to handle customer interactions.
- A streamlined, two-week certification process that enabled agents to start resolving inquiries swiftly.
The End Result
Liveops enabled the client to scale operations quickly and efficiently, ensuring seamless customer support during a critical growth period. Within two weeks, more than 100 FTE agents were onboarded and fully proficient, providing immediate relief to the overwhelmed internal team.
In just four weeks, agents cleared over 200,000 backlogged emails, significantly improving response times and customer satisfaction. Over the first eight months of the partnership, agents handled more than 1.6 million multichannel customer interactions across voice, email, and chat.
Additionally, the client saw an 18% improvement in service levels during the holiday season, reinforcing the value of having a scalable, on-demand support network.
Moving Forward
What began as a short-term solution to meet immediate demand has evolved into a long-term partnership. The client continues to leverage Liveops’ agile support model to scale operations seamlessly, ensuring exceptional customer experiences regardless of demand fluctuations.
With multichannel support—including voice, email, and chat—the client remains well-positioned to meet customer expectations in an ever-evolving market.
Why Choose Liveops for Travel and Hospitality?
1000%+
AI and Technology-Driven Efficiency
Empowering Agents with Real-Time Support, Streamlining Contact Center Operations, and Optimizing Workforce Management
25
Key Takeaways
Rapid Scaling
Within two weeks, more than 100 full-time equivalent (FTE) agents were fully proficient on the program.
Holiday Readiness
Service levels improved by 18% during peak season.
Quality Performance
A backlog of 200,000+ emails was cleared within four weeks, ensuring timely customer responses.
Immediate Need
Rapid growth during the pandemic created a surge in customer inquiries, overwhelming the client’s internal team.
Service Efficiency
Over 1.6 million multichannel customer interactions were handled in the first eight months.
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