Background:

eC4-Client, a leading eCommerce company specializing in testosterone/muscle boosting products, faced a significant challenge in managing their customer support operations through CRM provider, Alpha CRM,. With a backlog of 60,000 tickets in Zendesk and a customer satisfaction rate at a low 40%, eC4-Client sought a short-term outsourced solution to address this pressing issue.

Solution:
Voca CX submitted a proposal to the company’s RFP which was successful resulting us a partnership with eC4-Client. Within a short timeframe, Voca CX recruited and deployed a dedicated team of 25 agents, comprising 15 professionals from Jamaica and 10 from the Philippines. This global staffing approach allowed the team to provide round-the-clock support, effectively addressing the time zone challenges.

The Jamaican team, aligned with US peak hours, and the Philippines cohort, catering to overnight shifts, worked seamlessly to tackle the backlog of tickets. Through their concerted efforts, all 60,000 tickets were successfully resolved within a six-week period. Furthermore, the teams continued to stabilize the incoming ticket flow over the following two weeks, ensuring sustained improvement in customer support operations.

Results:
Following the two-month contract, Voca CX’s Jamaican team was retained to support eC4-Client’s phone support initiative, which extended throughout the peak season. This extended partnership not only demonstrated the exceptional performance of the initial support team but also showcased Alpha CRM’s commitment to long-term collaboration and continuous improvement.

Conclusion:
Our strategic approach to addressing eC4-Client’s customer support challenges resulted in a remarkable turnaround. By leveraging a global staffing model and deploying dedicated teams, Voca CX not only resolved the backlog of tickets but also contributed to enhancing eC4-Client’s overall customer satisfaction and service levels. The success of this collaboration underscores the value of agile and tailored customer support solutions in driving business growth and customer satisfaction.

This case study exemplifies how our teams agile and flexible approach to customer support has made a significant impact on eC4-Client’s operations, setting a strong foundation for continued success in their industry.