Digital-first companies have been growing in popularity among consumers over the past several years, as the buyer journey has evolved into omnichannel solutions. The global COVID-19 pandemic accelerated the progression of these companies, as people adopted services they could access from their homes.
Same-day delivery services saw skyrocketed growth during this time. A solution that started as a convenient tool became a necessity for people across the United States.
200k
1.6 million
18%
The COVID-19 pandemic accelerated growth for this client, left with a deficit in customer care response.
Within two weeks, more than 100 FTE were proficient on the program
Email backlog was cleared within four weeks of program launch
A leading home delivery service was intentionally ramping up for positive growth when the COVID-19 pandemic encouraged stay-at-home orders. Consumers opted for home delivery solutions instead of visiting brick-and-mortar locations, allowing them to have their essentials delivered directly to their residences. For this leading home delivery services company, massive growth occurred rapidly.
The need for an outsourced solution was evident, as the client’s captive workforce was quickly inundated with customer service inquiries. They had a significant number of emails in the queue, supplemented by increased call volume.
The VirtualFlex platform catered to several pain points of this client. Liveops was able to quickly ramp agents to meet the urgent need, and flex according to the continuous demand.
The COVID-19 pandemic accelerated growth for this client, left with a deficit in customer care response.
Within two weeks, more than 100 FTE were proficient on the program
Email backlog was cleared within four weeks of program launch
Liveops Agents are professional, entrepreneurial, and more experienced than traditional call center agents. Agents work with shoppers and consumers to quickly resolve inquiries with empathy.
The Liveops Learning & Development team quickly developed education materials to prepare Liveops Agents to assist client’s customers. This includes a blended approach, which is a combination of eLearning lessons paired with virtual classroom sessions. Paired with a robust knowledge base, Agents are prepared to handle customer interactions within a two-week certification.
The COVID-19 pandemic accelerated growth for this client, left with a deficit in customer care response.
Within two weeks, more than 100 FTE were proficient on the program
Email backlog was cleared within four weeks of program launch
Liveops met the needs of the client quickly and efficiently.
The Virtual Flex model augmented the client’s captive workforce during a time of great need, however the partnership continues to optimize alongside the client’s rapid growth. The agility of the model allows for flex from 250 FTE steady-state, upwards toward 400 FTE for peak season. Multichannel support meets the client’s customers wherever they are – whether it be interactions by voice, email or chat.
Get in touch to discuss how Liveops can help you meet your customer service needs with greater flexibility, lower cost and better outcomes.
