Optimizing Customer Support for a Leading Fast Food Delivery Chain
1. Background
A leading fast food delivery chain in the US partnered with Skybound CX to optimize its customer support and order management processes. Operating in a competitive market, the client needed a scalable solution to handle high call volumes, enhance customer satisfaction, and streamline order tracking across its national network.
2. Challenge
The client faced challenges managing the growing demand for fast, reliable customer service. With rising call volumes and increasing complexity in order tracking, the in-house team struggled to maintain efficiency and customer satisfaction. The client sought a partner to provide an omnichannel customer support solution to improve service quality and reduce response times.
3. Solution
Skybound CX deployed a customized solution tailored to the client’s needs:
- Dedicated Support Team: A team of 20 customer service agents trained to handle inquiries, complaints, and order tracking with precision and empathy.
- Omnichannel Integration: Implemented a system allowing customers to contact support via phone, chat, and email, ensuring seamless communication.
- Advanced Analytics: Real-time dashboards to monitor call volumes, resolution times, and customer satisfaction metrics.
4. Results
- Improved Customer Experience: Average call response time was reduced by 35%, and first-contact resolution increased to 74%.
- Efficiency Gains: Agents managed 1,500+ customer interactions daily, ensuring swift and accurate resolutions.
- Higher Satisfaction Rates: Customer satisfaction (CSAT) scores rose from 68% to 81% within the first three months of partnership.
- Order Accuracy: Enhanced tracking and verification reduced order errors by 25%, minimizing customer complaints.
