Furniture Company
How we increased customer satisfaction scores by 28% and reduced response times by 45% with dedicated customer support services
The Challenge
A growing furniture company was experiencing challenges with their customer support operations as their business expanded. Long response times, inconsistent service quality, and overwhelmed in-house staff were leading to declining customer satisfaction and negative reviews.
Key Issues:
- Average response time of 48+ hours for customer inquiries
- Inconsistent service quality across different support channels
- Overwhelmed in-house team unable to handle growing volume
- Declining customer satisfaction scores
- Lack of 24/7 support coverage
- No standardized processes for handling different types of inquiries
Our Solution
Tech Premises provided a dedicated customer support team that integrated seamlessly with the client's operations, implementing standardized processes and providing 24/7 coverage to ensure exceptional customer service.
Implementation Strategy:
- Dedicated Team: 6 customer support specialists with retail experience
- 24/7 Coverage: Round-the-clock support across multiple time zones
- Process Standardization: Developed comprehensive support procedures and scripts
- Multi-channel Support: Phone, email, chat, and social media support
- Training Program: Extensive product knowledge and customer service training
- Quality Monitoring: Regular quality assessments and performance tracking
Results Achieved
Within 12 months, the furniture company saw significant improvements in customer satisfaction and operational efficiency:
28%
Increase in Customer Satisfaction
45%
Reduction in Response Times
60%
Increase in First-Call Resolution
35%
Reduction in Support Costs
Client Testimonial
"Tech Premises transformed our customer service operations. Their remote team integrated seamlessly with our in-house staff, and the 72-hour onboarding process was impressive. Our customer satisfaction scores have improved significantly, and we're now able to provide 24/7 support to our customers."- John Smith, Operations Director, Premium Furniture Solutions