How UnifyCX Enhanced Support for a Leading Meal Kit Provider
Opportunity
A popular meal kit delivery service company transitioned to UnifyCX in January 2024, seeking a new outsourcing partner to improve customer support operations. Their previous vendor fell short on proactive leadership and issue management, which hindered performance improvements.
Solution
We were selected over our competitors due to its proactive approach in managing performance, providing regular updates, and implementing action plans to address performance gaps. The team underwent training in the Philippines in early January to ensure smooth onboarding and service delivery.
Results
After an initial learning curve, we have consistently met key performance metrics:
- CSAT: Achieved the 90% target, with recent scores reaching 93.25% in August 2024.
- Productivity: Surpassed the target of 12 completed transactions per hour, averaging 14.18 per hour by August 2024.
Our proactive leadership and consistent performance improvements have earned commendations from our client’s leadership, further strengthening the partnership.
