Enhancing Customer Experience For A National E-Commerce Retailer

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Client

A Leading Online Retailer

Industry

E-Commerce

Implementation

Multi-Channel Customer Support Platform

Enhancing Customer Experience For A National E-Commerce Retailer

The Business Problem

A rapidly expanding online retailer was facing operational strain due to a surge in customer service inquiries across multiple channels, including phone, email, and live chat. The internal support team, although committed, was unable to manage the increasing volume, resulting in delayed responses, inconsistent service delivery, and declining customer satisfaction. During high-traffic periods—such as flash sales and holiday campaigns—the challenges intensified, leading to abandoned carts, negative reviews, and a loss of brand trust. The organization recognized the urgent need for a scalable, efficient support infrastructure that could uphold service quality while adapting to business growth.

The Solution

ABIC partnered with the client to assess their customer support operations, analyzing workflows, interaction volumes, and complaint patterns. Based on this insight, we designed and deployed a multi-channel customer support solution fully integrated with CRM systems, enabling seamless interactions across phone, email, and chat.
A dedicated team of ABIC-trained agents was onboarded, with thorough training in the brand’s products, tone, and engagement strategy. We developed a centralized knowledge base and standardized response templates to ensure consistency. Real-time dashboards were introduced to monitor key metrics, including average handle time, first-contact resolution, and sentiment trends.
A flexible staffing model ensured rapid scalability during peak seasons. Ongoing training, paired with a closed-loop feedback system, allowed continuous improvement in customer interactions and faster resolution of recurring issues.

The Outcome

Within three months, customer wait times decreased by 60%, and first-contact resolution rates improved to 88%. Customer satisfaction (CSAT) scores rose to 90%, and online reviews reflected more positive feedback. Repeat purchase rates increased significantly, while operational stress on internal teams reduced.

ABIC’s scalable support framework empowered the retailer to focus on growth, product innovation, and customer retention—knowing their service delivery was reliable, responsive, and brand-aligned.