A major home improvement retailer was experiencing high contact volumes through voice channels, creating bottlenecks and leading to slower response times. The retailer aimed to implement a chat service to alleviate the pressure on voice channels, streamline customer interactions, and enhance the overall customer experience. They sought a partnership with Arise to rapidly scale resources, maintain high-quality support during peak periods, and free up their internal teams to focus on complex customer needs.
To address these challenges, Arise collaborated with the client to craft a tailored approach that would optimize customer experience, improve response times, and reduce contact volume.
1. Needs Assessment and Strategic Planning
We began with a thorough needs assessment to understand the client’s specific requirements. This allowed us to set a targeted strategy aimed at volume reduction, faster response times, and improved customer experience (CX).
2. Platform Integration and Scalability
The Arise® Platform was integrated with the retailer’s existing systems, enabling real-time data access and seamless scalability. This integration empowered the retailer to meet fluctuating customer demand efficiently, especially during peak shopping periods.
3. Targeted Agent Sourcing and Training
To deliver exceptional service, we leveraged Service Partners already supporting the retailer’s voice channels, complementing them with skilled agents who had a strong affinity for DIY home improvement. Each agent underwent assessments to ensure proficiency in chat-based interactions, followed by a tailored learning program designed to accelerate speed-to-proficiency and enhance customer engagement skills.
4. Robust Quality Assurance (QA) Practices
Arise implemented a comprehensive QA framework to maintain high standards across chat interactions. This included:
©Arise Virtual Solutions Inc., 2025
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