Case Study: a major home improvement retailer improves chat support efficiency with Arise Virtual Solutions

Chat Support That Delivers for a Major Home Improvement Retailer

A major home improvement retailer was facing high contact volumes that created bottlenecks on its voice channels, leading to slow response times. Seeking to streamline interactions and improve the customer experience, the retailer partnered with Arise Virtual Solutions to implement a new chat support service that would alleviate pressure and allow their internal teams to focus on more complex needs.

Arise Virtual Solutions integrated its platform with the retailer's systems and implemented a solution that included targeted agent sourcing, specialized training, and robust quality assurance. The results were significant, with Customer Effort Score exceeding its goal by 2.2%, Likely to Shop Again scores surpassing the target by 0.3%, and average response times beating competitors by 24.5 seconds. The program's success led the client to double the number of full-time equivalents allocated to Arise.