Case Study: MyShoe achieves 25% lower call center costs with e-satisfaction.com

MyShoe.gr reduces call center costs by 25% through focusing on customer experience

MyShoe.gr, the biggest pure online shoe e-shop in the Greek market, wanted to increase customer lifetime value and loyalty while improving customer experience across the order journey. To support this goal, it turned to e-satisfaction.com to capture customer feedback and help the team respond more effectively to complaints and service issues.

Using e-satisfaction.com, MyShoe.gr put a listening-thinking-acting process in place, routing customer feedback to the right internal teams for incident management and ongoing improvement, while tracking KPIs such as Customer Satisfaction, NPS, and repurchase intent. The results included higher customer satisfaction, after-delivery NPS 16% above the market average, more than 98% of delivered customers saying they would buy again, and a 25% reduction in call center traffic, significantly lowering call center costs.

MyShoe

Labros Panousis

eCommerce Director