Case Study: LifePics cuts call times 70% and boosts customer satisfaction 40% with Giva

Lifepics - Customer Case Study

LifePics is an online digital photo-imaging service serving roughly 7,000 retailer clients and thousands of consumers with photo books, prints, gifts and mobile apps. Supporting a large base of nontechnical users and high-turnover retail staff—especially during holiday spikes of up to 500%—left the company unable to measure call center performance or provide reliable, quantitative feedback to its development team, so support felt “like flying blindfolded.”

LifePics deployed the Giva Service Management Suite in the cloud (set up in days, one hour of training), gaining real-time dashboards, automated surveys and easy reporting. The results: 70% shorter call times and 70% more calls captured, ~40% higher customer satisfaction, ~60%–70% increases in call-center productivity and effectiveness, 80% faster input to development, a 70% reduction in total cost of ownership, and only 20 minutes/week needed to generate actionable reports.

Lifepics

Doug Duggan

Director, Customer Service