Case Study: Michael Kors improves customer service and self-service with Support Services Group

Michael Kors boosts sales conversions 62% with Support Services Group

Support Services Group (SSG) faced a challenge with its client, Michael Kors, a luxury fashion brand. The customer service program, which SSG had inherited through an acquisition, was underperforming with issues in quality, client satisfaction, and first call resolution, putting the account at risk.

SSG implemented a multi-phase solution, beginning with a complete stabilization of the operation by relocating and retraining the team. They then introduced continual process improvements to their Quality Assurance and developed a sophisticated IVR system. This system was specifically designed to handle WISMO (Where Is My Order?) inquiries, allowing customers to self-serve for order status updates. After initial refinements to the IVR's voice recognition and functionality, SSG achieved significant results: self-help resolution increased to 55%, calls to live agents dropped, and key metrics like Sales Conversions increased by 62% and Customer Satisfaction scores climbed.

Michael Kors