Client:
Industry: E-Commerce
Location: USA
Size: 10,000+ Employees
Company Bio:
The client delivers online shopping convenience through its dedicated e-commerce service, providing diverse high-quality products at competitive rates alongside fast delivery and personalized care for their customers.
Service Provided:
Customer Suppor
Project Overview:
Pexly helped the client manage vast numbers of customer inquiries through adaptable customer support services in various languages. Our team established constant communication through email, chat, phone, and social media. This multi-channel, multilingual approach allowed the client to maintain customer satisfaction and deliver timely responses worldwide.
Business Problem:
The client was dealing with multiple problems within their customer support department. Most of the issues stemmed from a large number of customer inquiries with questions about products and order statuses. All of this was having a negative impact on their operational effectiveness. The CSAT score was decreasing because customers had to wait an extended amount of time for service across all channels including phone, chat, email and social media. These issues were especially evident during peak seasonal times such as major holidays and Black Friday.
Providing real-time, localized support to a global customer base was another hurdle due to language barriers and limited multilingual resources. Rising operational costs further pressured the client to find a cost-efficient solution without compromising service quality, leading them to seek a trusted customer service provider to address these challenges.
Why Pexly
Pexly was chosen to implement this project due to our proven expertise in delivering scalable, multilingual customer service tailored to global audiences. The flexibility that we were able to provide by managing different channels enabled the client to maintain efficient availability during times of changing customer inquiry intensity. Our cost-efficient solutions provided high-quality service at operational expense levels that made us an essential partner for their customer support enhancements.
Solutions Delivered to the Client
We started out the project by conducting an extensive evaluation which examined the client’s present customer support structure and identified some important operational problems. We designed a specialized approach after analysis which included time performance enhancement alongside efficient inquiry management together with multilingual support capabilities. The strategic plan developed a system which determined the ideal combination of AI automation and human manpower along with scalable solutions to manage surge periods while preserving service standards.
In the next phase of the project, we deployed AI tools such as chatbots and automated workflows which executed repetitive tasks involving order tracking and general product inquiries. The system distribution of work decreased the workload of human operators and shortened the time needed for responses. We built up a team of professional agents while teaching them the client’s product portfolio combined with their branding standards and communication procedures and linguistic competencies to guarantee strong customer support. Thorough testing with ongoing optimizations of AI systems and human interactions enabled workflow refinement as well as response accuracy enhancements before launching our multi-channel service.
Results:
- 98%+ automation of routine inquiries through AI chatbot solutions.
- 40% reduction in customer wait times with instant AI responses.
- 35% cost savings by streamlining customer support operations.
- Customer satisfaction score (CSAT) increased by 150% due to faster and more accurate responses.
- Scalability achieved during peak sales periods with zero downtime.
