Our client, an online fashion retailer, faced significant challenges during seasonal sales, including overwhelming call volumes, delayed or canceled orders, and logistical issues. These problems led to a surge in customer dissatisfaction, with unhappy shoppers turning to social media to voice their concerns, which impacted the brand’s reputation.
Hexaware intervened to ensure sustainable growth in the client’s customer service operations. We introduced a comprehensive order management process and a robust recruitment process and enhanced the client’s loyalty program, providing ongoing customer engagement and feedback. A specialized team was deployed to analyze trends and handle escalations, while a live reporting tool was developed to monitor service levels and maintain high call quality.
Discover how Hexaware transformed customer service for this retailer.
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