Case Study: a leading US retailer improves customer satisfaction with WiserBrand

Leading US Retailer boosts returning visitors by 283% with WiserBrand

The client, a leading US furniture retailer, faced a challenge where their growing online customer base was overwhelming their in-house support team. This led to increased response times and decreased customer satisfaction. To maintain their reputation, they sought an outsourcing partner and selected WiserBrand to implement scalable, high-quality customer service.

WiserBrand reorganized the support infrastructure, prioritized first-contact resolution, and implemented a scalable onboarding strategy for new agents. This solution delivered significant results, including a 283% increase in returning visitors and an 84% customer satisfaction score. WiserBrand enabled each agent to handle up to 30 tickets daily with an average resolution time of just two days.