Case Study: ShipSticks.com achieves faster customer service and improved call-center efficiency with ActivTrak

How ShipSticks.com Improved Efficiency and Customer Service with ActivTrak

ShipSticks.com, a fast-growing door-to-door shipping service for golfers (now shipping skis, luggage and more), needed to tighten its customer call center workflow to improve productivity and customer service. To find and fix bottlenecks, ShipSticks.com deployed ActivTrak’s employee monitoring / team behavior analytics solution to measure how CSRs use applications and where time was being lost.

Using ActivTrak’s Activity Log and application-usage reports, ShipSticks.com discovered agents were switching apps and experiencing at least seven seconds of lag per click. By removing unnecessary applications and streamlining workflows based on ActivTrak data, the team saved roughly 7–10 seconds per call, increased capacity to serve more customers, made better staffing decisions from historical usage trends, and improved both CSR efficiency and the customer experience.