As BFCM approached, the client anticipated a significant spike in ticket volume, similar to previous years. They had struggled with worsened response times in the past, leading to frustrated customers and critical loss of sales. With the stakes high, they relied on Horatio to help them navigate this pivotal period.

A series of strategic measures were implemented to address the surge in customer inquiries during BFCM. Leveraging a deep understanding of the brand’s support framework, product offerings, and customer base, the team optimized workflows to handle the influx effectively. Resources were strategically reallocated to focus on key areas, ensuring that response. To tackle these challenges head-on, Horatio leveraged their expertise in managing high-volume customer service operations. By understanding the company’s existing support framework, brand tone, product offerings, and customer service standards, Horatio implemented strategic changes, including optimizing workflows and reallocating resources to ensure rapid response times. The results were outstanding:

The client successfully navigated the BFCM rush, ensuring that every customer received timely and efficient support. The improvements in KPIs, including significantly faster response and resolution times, as well as a noticeable boost in customer satisfaction, highlight the effectiveness of Horatio’s approach.