Case Study: Accent Group achieves 24-hour complaint resolution and 90% customer satisfaction with Slack

Accent Group’s support agents deliver top-notch customer experiences with Slack

Accent Group, a major footwear retailer that expanded rapidly during 2020, faced communication gaps across its distributed customer experience and offshore support teams while managing 19 websites, 15 brands and roughly 50,000 tickets a month. Those challenges led to slow complaint resolution (around five days) and a dip in customer satisfaction during a period of heavy e-commerce growth.

By adopting Slack channels and integrating Zendesk, Accent created shared, cross-functional workspaces and a single knowledge base for asynchronous collaboration. This cut average complaint resolution from five days to 24 hours, lifted customer satisfaction from about 58% to above 90%, supported a 30-second response KPI ambition, and helped the CX-driven virtual sales effort generate AU$700K in four months.

Accent Group

Michelle Yanez-Olivares

Head of Customer Experience