Case Study: a large e-commerce company achieves flexible peak-period customer support with yoummday

Agile CX for eCommerce Scalable, Flexible, Ready When Needed

A large e-commerce company in the food industry faced a significant challenge managing drastic, unpredictable spikes in customer inquiries. These peaks, caused by influencer campaigns, seasonal events like Black Friday, and internal changes, often increased volume by 50-100%. Their existing call center could not offer the required flexibility without long lead times and extra costs, prompting them to seek a solution from yoummday's Managed Services.

yoummday implemented a solution utilizing a pool of skilled freelancers who access the client's systems via VPN. This model allowed the same core group of talents to scale hours up or down instantly to meet forecasted and spontaneous demand, eliminating the need for constant retraining. The results for the client included significantly lower hourly rates compared to traditional providers, with 80% of inquiries processed within 10 minutes and a high customer satisfaction (CSAT) score. yoummday provided the agility and cost-effectiveness the client needed.