The impact of Arise’s partnership with the major home improvement retailer was both measurable and transformative. By shifting a significant portion of interactions from voice to chat, we streamlined the customer experience, resulting in a Customer Effort Score that was 2.2% above the goal—demonstrating that customers found it easier to get the help they needed. The “Likely to Shop Again” score also saw a boost, surpassing the target by 0.3%, indicating stronger customer loyalty and a positive perception of the brand.
Customer satisfaction was further highlighted in the Voice of Customer Agent Satisfaction (VOC ASAT) scores, which exceeded expectations by 3.1%, showing that our approach resonated with customers and left a lasting impression. In terms of efficiency, our chat response time consistently outperformed competitors by an impressive 24.5 seconds, delivering quick resolutions that kept customers engaged and satisfied. The program’s design also reduced the need for message transfers by 2.3% compared to competitors, minimizing customer frustration and enabling smoother interactions.
The success of the initiative was so evident that the client decided to double the number of full-time equivalents (FTEs) allocated to Arise, reinforcing their confidence in our ability to deliver outstanding customer support. This expansion underscored the value of Arise’s scalable, high-quality solutions in enhancing operational efficiency and meeting customer needs with speed and precision.
