Case Study: a home and security leader achieves 265% higher refund rate and 16% lower agent turnover with Shelf

a home and security leader cuts agent turnover 16% and lifts refund rate 265% with Shelf

The home and security leader faced challenges within its customer support function, including a lack of content governance that led to high agent turnover and an inability to meet its parent company's KPI standards. To address these issues, the company turned to Shelf for a solution.

By deploying Shelf, the home and security leader established a content quality assurance process and future-proofed its tech stack. This solution resulted in a 16% reduction in agent turnover and a 265% higher refund rate. Shelf also helped the customer improve eight key performance indicators, including Time to Resolution and First Contact Resolution.

Home and Security Leader