Case Study:
Retailer Holiday Season Support
The challenge
When a major toy retailer first came to us to handle its holiday e-mail, it recognized that its e-commerce customers required the same care and attention that its phone and store customers required. It looked to Protocol to provide a scalable solution for its seasonal volume surge and to provide positive customer interaction through the e-mail channel.
The protocol solution
The holiday season is critical to the success of most retailers, especially those in the toy business. Protocol provided additional staff to make sure the company’s customers were being serviced effectively and that sales weren't lost due to blocked calls or letters not being answered on time.
Building on that initial assignment, Protocol now manages all of the client's customer interactions via phone, e-mail, and the Web.
Today, all calls to the 800 number are routed through Protocol's call center IVR and then to agents specifically trained and empowered to handle customer care issues. Customer e-mails are routed with similar urgency and care.
Calls going to retail locations — including the flagship Times Square store — are now answered by Protocol's call center customer care teams who can provide inventory information, give directions to the store, or even arrange for item purchase and pickup.
For those who prefer self-service, our user-friendly Toy Finder feature provides customers with real-time inventory information utilizing speech recognition IVR technology.
The results
By successfully implementing and managing a simple e-mail program for this client, Protocol grew to be a full-service customer contact center provider — a single source for all customer contact channels. According to an independent customer survey, customer satisfaction improved significantly after Protocol took over this role.
By employing skilled, empowered representatives — recruited and trained by Protocol — the client can let its retail staff concentrate on the core business while we manage the customer care issues, from answering simple questions to investigating a lost or stolen gift card.
The toy industry is very competitive, and this major retailer recognizes that customer service is a key component of its success. Protocol plays a major role in that success by ensuring that guests' experience consistently exceeds expectations, whether by phone, e-mail, or the web.
For more information on Contact Center and Customer Care Services, please contact us online or call us at 800-677-2001.