When was the last time you called customer service support? Were you satisfied enough to recommend the product or service to others? According to Nextiva, one-third of the consumers immediately shift to other providers just after one bad customer service experience1.
With the pandemic drastically changing the customers’ behavior, their expectations are getting higher as well. Offering products or services of high quality are no longer enough to survive, let alone thrive. Customers expect to be engaged at every touchpoint of your business2. To achieve this, a robust Customer Experience (CX) strategy should be implemented.
A global eCommerce platform is transforming the way sellers do their business online. They implemented a number of support channels to assist their growing community. However, their reach and customer satisfaction rates start to diminish as they continue to experience hypergrowth. Above all else, they needed a partner that could flourish in a complex-care environment and rapidly scale with their company’s growth.
After reaching out to several outsourcing providers, the client selected TaskUs as their first business partner. We provided support to their customers, which includes assisting merchants in website development to upselling the client’s products.
TaskUs had a comprehensive meeting with the client’s business leaders and provided honest feedback on their current processes. With our proactive approach, we were able to continue on a robust CX strategy that helped improve customer experience, increase sales, and improve customer satisfaction (CSAT).
By focusing on these three key aspects of our CX strategy, TaskUs was able to provide a positive customer service experience and achieved outstanding results for our client. This includes the increase of customer satisfaction rates by a significant number, Teammates tripled in count, and a significant increase in the client’s revenue.
Customers are now more empowered than ever. They expect a great deal out of the customer support provided to them. Creating good customer service experience will increase the chance of having a positive impact on customer’s loyalty.
To learn in detail how an excellent customer service experience strategy can positively impact customer satisfaction, download our case study, How to Use Chat Support to Scale CX Operations, Increase Sales, and Improve CSAT.