Case Study: Canada-Based Wellness Retreat achieves 48% sales growth and 43% agent productivity improvement with ETech Global Services' blended inbound/outbound and live chat solution

How Etech’s Effective Customer Engagement Strategy helped a Wellness Retreat deliver highly efficient customer support

ETech Global Services was engaged by Canada-Based Wellness Retreat, a well-known luxury wellness retreat in Canada offering yoga, meditation and nutrition programs, to address declining sales conversions, low customer satisfaction and an inexperienced, unstable team of 30–40 customer experience specialists handling high volumes (≈29,000 inbound and 6,000 outbound contacts per month). The retreat sought a partner to build tailor-made customer engagement programs including inbound, outbound and live chat services to deliver consistent, 24x7 customer support.

ETech Global Services implemented a blended inbound–outbound call strategy, 24x7 live chat using ICE Chat Software, a self-service channel and a callback strategy, and automated repetitive inquiries (which comprised 48% of inbound calls). The changes let agents manage up to three simultaneous interactions, driving a 48% increase in sales in the first quarter, a 43% improvement in agent productivity and a 35% reduction in operational costs while improving customer satisfaction and reducing customer effort.