E-commerce Marketplace Improves CSAT by 30%
Dedicated omnichannel customer support operation for a large, multi-category e-commerce marketplace — reducing response times, improving service consistency, and strengthening the customer experience.
The Challenge
A large, multi-category e-commerce marketplace with high daily order volumes was experiencing growing pressure on its customer support operation. High ticket volumes across orders, returns, and refunds were contributing to long response times, poor CSAT scores, and an inconsistent customer experience.
Our Approach
Set up a dedicated customer experience team across voice, chat, and email to manage high-volume customer interactions.
Implemented SLA-driven ticket handling to bring greater structure and consistency to query management and resolution.
Introduced standardised scripts and a QA framework to improve service quality and create a more consistent customer experience.
Established real-time dashboard tracking and an escalation matrix to strengthen operational visibility and enable faster intervention.
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