As BFCM loomed, the company faced the complex challenge of managing a large influx of customer queries across multiple channels. The spike in inquiries was not just about volume; it also involved handling a wide variety of issues, from payment processing delays to inventory discrepancies, all while maintaining consistent communication standards across their diverse brand portfolio. In the past, these challenges had led to bottlenecks, with customers experiencing long wait times and inconsistent support, which ultimately risked damaging the company's reputation during this critical sales period.

Recognizing the need for a sophisticated approach, Horatio developed a multi-pronged strategy tailored to the company’s diverse needs. First, Horatio introduced advanced triaging techniques to prioritize incoming tickets based on urgency and complexity. This allowed the team to address high-impact issues swiftly while ensuring that all customer concerns were handled efficiently.

Horatio also ensured that the support team was well-versed in the specific challenges related to the company’s various brands, allowing for personalized and context-aware responses. The impact was substantial:

- First response time improved to 1 hour and 18 minutes, a 36% faster response.

- Resolution Time was reduced to 7 hours and 23 minutes, representing a 55% quicker resolution.

- Closed tickets increased to 6,560, reflecting a 17.14% rise in resolved cases.

Horatio’s innovative solutions enabled the company to navigate the complexities of the BFCM season with agility and precision. By prioritizing urgent cases and ensuring personalized service across brands, the company not only met but exceeded customer expectations during their busiest period. The improvements in key performance metrics emphasize Horatio’s capability to manage complex, high-volume customer support environments effectively, helping the company maintain its reputation and achieve sustained growth.