Case Study: Leading Fastest-Growing UK Multi-Channel E-Retailer achieves 98.33% service quality with Datamatics' omni-channel customer service solution

Improved The Customer Service Quality For A Fastest Growing Multi-Channel E-Retailer

Leading Fastest Growing e-Retailer, a fast‑growing multi‑channel e‑retailer in the UK, needed to improve customer service quality while scaling support resources, boosting brand awareness, and reducing operational costs to meet SLAs and drive repeat business. Datamatics was engaged to address these challenges by delivering a scalable customer service infrastructure and related technology services.

Datamatics implemented an omni‑channel CRM, a single communication platform to shift volume toward chat/email, and a ticket‑based interaction model to track and escalate issues. The solution increased service quality to 98.33%, improved live chat response to 98%, cut Amazon return request response to under 24 hours, reduced email TAT to 4 hours, and achieved a 5.0 feedback rating—driving better sales outcomes and more repeat customers.