Case Study: Office Supplies Retailer Company achieves rapid root-cause detection and drastic reduction in contact-center calls with Luminoso

Office supplies retailer discovers key issues in contact center data

A large North American office-supplies retailer was inundated with customer feedback from its website and multiple contact centers but couldn’t turn it into actionable insight: more than 2.5 million documents—including chat logs and call transcripts—hid recurring problems, and in-house tools couldn’t scale to process high-volume, multi-channel data in real time to identify root causes.

Using Luminoso to analyze aggregated feedback, the Contact Center Team uncovered trending issues (for example, a site-migration bug that blocked rewards logins and problems with modifying or canceling orders) and coordinated fixes with the Website Team. By tracking resolutions and monitoring for recurrence, the company reduced unnecessary calls and negative feedback, expanded self-service and site functionality, improved customer satisfaction, and accelerated time-to-resolution for service issues.