How UnifyCX Delivered Scalable Support for a Global E-Commerce Leader
Opportunity
The world’s largest e-commerce retailer sought a trusted outsourcing partner to deliver inbound customer service to its 300+ million users worldwide. With high expectations for responsiveness and scalability, the client needed fast growth and system upgrades to effectively handle a 70% seasonal ramp. Additionally, a leading social media marketing retail company required operational enhancements to manage rapid expansion.
Solution
UnifyCX partnered with the client’s vendor to upgrade systems and develop real-time reporting tools, improving visibility and efficiency. Using historical data, the team forecasted volume surges, optimized processes with Kaizen and Ishikawa techniques, and enhanced leadership through Lean Six Sigma training. SMART and GROW models boosted agent performance, while an online dashboard streamlined KPI tracking. UnifyCX also supported a seamless transition from Zendesk to Salesforce, introducing improved workflows and reporting.
Results
UnifyCX’s proactive approach delivered outstanding results:
- Achieved a #1 Performance Ranking across the client’s network.
- Ranked Top 10 Globally for six months, including Top 5 50% of the time.
- Improved customer satisfaction by 6% and reduced attrition by 1.56% in Q1 2021.
- Increased forecasting accuracy by 20% and supported a 70% seasonal ramp with 24/7, multi-channel service.
UnifyCX’s strategic planning ensured exceptional performance and sustainable growth.
