Case Study: Growing Online Retailer achieves scalable multi-channel customer service with ipSCAPE

Growing Online Retailer - Customer Case Study

Growing Online Retailer turned to ipSCAPE when COVID-19 store closures triggered a surge in online orders and customer queries across phone, email, web chat and SMS. The retailer needed a scalable, cloud-based contact centre to route enquiries about stock, deliveries and website issues, support remote agents, add live chat with a simple site code, and handle secure payments.

ipSCAPE deployed its multi-channel platform — routing calls, feeding “Contact Us” emails into the ipSCAPE email module, enabling web chat, and offering ipSCAPE PAY and Virtual Agent Voice — so teams could work remotely, scale up for peak periods, and monitor performance via reporting on email and chat workloads. As a result, the Growing Online Retailer increased its capacity to service more customers, improved response rates with templates and chat, protected remote card payments, and freed agents from routine enquiries to focus on complex tasks.