Case Study: Global Video Game Retailer Company achieves lower cost per transaction and higher NPS with ResultsCX SupportPredict

Retailer to Gamers Adopts Digital CX Strategy in Time for Holiday Rush

ResultsCX partnered with Global Video Game Retailer Company, a global retailer of video games, pop culture collectibles, and consumer electronics, to provide inbound customer service, social media monitoring, email, and back-office support. The company needed a more cost-efficient way to handle holiday retail surges while maintaining strong customer experiences, improving first-call resolution, and boosting agent speed to proficiency.

ResultsCX implemented SupportPredict Agent AI with Bots to give agents guided support paths, proactive prompts, and step-by-step call flows backed by a growing knowledgebase. The rollout delivered measurable gains: average handle time dropped by two minutes at launch sites, new hires ramped faster and matched or exceeded tenured agents, NPS improved by 28% to 30%, CSAT rose 17%, and overall satisfaction increased 15%. ResultsCX also projected about $442,000 in savings in 2021 and a total ROI of $352,000.