Pampering Customers with Fantastic Customer Service
Looking to reduce shopping cart abandonment, as well as provide an additional form of customer service for their customers & Distributors, Pampered Chef approached The Connection® about the using chat on their website.
While the key goal for this organization was to reduce costs and handle increases in call volume based on program launches, the organization also understood that in order to maintain their leadership position in the industry and continue to grow, it was imperative to provide world-class call center support that differentiated their customer service from competitors.
The Connection® Solution
Already a partner of The Connection®, Pampered Chef was able to use their existing team to handle the initial chat volume. Prior to implementation, Agents were trained on:
- System Access
- Chat Guidelines
- Chat Best Practices
- FAQs
Regular Agent reporting & QA is provided for coaching & continued Agent development, as well as for Client tracking of results.
Results
- Increase in first call resolution
- Quicker handle times
- Less escalation to live agents (cost savings)
- Overall improvement in CSAT scores and other customer satisfaction measurements
