Customer satisfaction for the furniture company should have never been an afterthought. For several years they have been growing their online portfolio and client base. Eventually, this expansion resulted in a never-ending stream of requests. Keeping up with them was getting harder for our client’s in-house support group. As a result, their rates started to sink.

At that point, the furniture vendor decided to reinforce customer loyalty and express their unique brand with the help of transparent outsourcing services. So they were looking for a Сustomer Service outsourcing partner with a firm grasp on support quality
Solutions:

reorganization
First-Call Resolution
scaling