case study: Retail & Ecommerce
Ecommerce content management and customer satisfaction
Improved market share and customer experience by effectively utilizing CRM tools
Overview
The client is one of the largest trampoline and outdoor play-set distributor in the country. In 2016, they were growing fast and needed support in maintaining product data across various online retailers and manage their after sales customer experience. We were able to manage and update their product data across platforms and improve customer satisfaction resulting in higher ratings and market share.
0
%
Increase in
Marketshare
Marketshare
0
%
Improvement in
Ratings
Ratings
0
Online
Retailers
Retailers
Client Background
The client created brand of products to help kids and adults stay active and have fun while doing so! All their products are developed with families safety and comfort in mind. With little kids jumpers, their big outdoor trampolines to their playground equipment, client’s products are designed to maximize the fun factor while it’s customers can get fun family time and great exercise!
Business Challenge
The client was looking to drive both cost savings and maximize revenue while also increasing its market-share and customer satisfaction ratings. The client wanted to reduce inconsistencies in its online product related data, pricing and media across over 100 online retail channels. The customer satisfaction and ratings were dropping and client wanted to bolster customer service throughout the customer journey with high quality social media engagement and higher levels of service.
The Solution
- Improve customer satisfaction by engaging with clients across channels including social media and reducing response times.
- Implement content managememt system, keeping product data in sync with over 100 ecommerce and retail channels.
- Deploy trained resources who could resolve 95% of customer issues within first contact, improving customer ratings and satisfaction.
- Multidisciplinary teams consisting of customer service, graphic artists, content and social media managers to deploy total solution.
Results
Cost reduction, refreshed branding and customer retention and revenue from loyalty
0
%
Engagement
Achieved
Achieved
0
%
Sales
Conversion
Conversion
0
m
Customers
Served
Served
0
%
Complaint
Resolution
Resolution
0
k
Annual
Savings
Savings
0
%
Response
Rate
Rate
