Goggles4U: Refining Customer Experience with 24/7 BPO Services
Goggles4U, an established online eyewear retailer with a growing international customer base, was experiencing operational challenges as increasing order volumes placed greater pressure on its customer support infrastructure and digital customer experience. Gaps in multi-channel responsiveness, order-related assistance, and customer-facing information were creating friction throughout the purchasing journey. Hire Live Support partnered with Goggles4U to implement a scalable customer experience strategy focused on dedicated support, streamlined communication, product expertise, and optimized digital content, creating a more efficient, customer-centric, and conversion-focused online experience.
Challenge
Goggles4U experienced a firsthand deprivation of service excellence in the “Ordering Process” by customers. The eyeglasses hub analyzed a lack of efficiency and accuracy in their Customer Support, with unattended chats, declined phone calls, and not promptly following up with email tickets for customer retention.
It also lacked the right exhibition of the company literature and corporate content (Shipping, Privacy, and Return Policy) to inform customers regarding their shopping experience from the store. Another point of contention is that their monthly order volume had doubled with customer issues piling up.
Their challenge was simple: deploy a dedicated team of live support agents to host an exclusive 24/7 communication hub that will serve as a guiding light for new and recurring queries. Goggles4U also shared the idea of creating the company’s corporate syllabus with knowledge-based articles and drafting its Return and Exchange Policy
Solution
Hire Live Support - after analyzing challenges - ensured that the combination of the leading BPO services (Live Chat Online, Phone Support, and Email or Helpdesk Support) with Digital Content Expertise will boost their FCR Ratio, Customer Retention, and Online Sales, and expedite their order processing. It will also improve their web-visitor stay time and bounce rate.
HLS also devised a plan to train agents for subject matter expertise with thorough In-House Training and Development programs to capitalize on the opportunity of converting queries into sales with live chat, email support, and phone support in particular. It also onboarded the digital content experts to generate and write relevant company literature, which will be well-optimized and fluently authored to engage customers online.
The training was laid out in the capacity of building a concrete understandability of the products that Goggles4U offers in the market, with special attention towards the Order Placement Process, Analyzing the Prescription, Understanding the Eyeglasses Measurement, and knowing the pros and cons of Lens Type, Lens Thickness, and Lens Coatings.
Results
Before integrating our best BPO Services, Goggles4U experienced major issues and incompetency with their digital content, and order processing. Since the market for all niches has become competitive, it is now inevitable and essential for every brand to host a digitally optimized presence and provide seamless web functionality for placing orders without glitches, hindrances, and delays in the load time.
First, Goggles4U observed a 30% BOOST in their overall monthly sales (Web Only) and a staggering 40% INCREASE in customer retention. The online prescription eyeglasses store also recorded a 2X GROWTH with their FCR (First Contact Resolution Policy) as per the metrics. To conclude, the fluently authored return policies and help center pages made it easier for customers to navigate their buying intent from a sense of speculation to a confident eyewear shopping experience.
Project Details
2009
