eCommerce giant increases sales rates by 1,000% with offshore diversity

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In this case study discover how a customer remediation model:

Decreased customer complaints by 20%
Reduced case management activity by 70%
Improved average handling times by 22%
Increase net promoter score (NPS) by 53%
Reduced customer transfer rates by 83%
Exceeded sales performance targets by up to 103%.

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THE CLIENT

A leading online trade tools retailer.

THE CHALLENGE

The client encountered staff resourcing challenges when their business started to experience unplanned exponential growth. Their current workforce across marketing, customer support, logistics and analytics needed additional support to meet the increased work volumes. However, hiring locally was proving to be too costly. They wanted to consider hiring support roles offshore in the Philippines that would focus on:

Improving website user experience

Increasing website traffic.

THE SOLUTION

MicroSourcing, a Probe CX company, was approached as an offshore partner in the Philippines. The client started by hiring a small offshore graphic design team to support their marketing efforts. The success of this pilot team led to a ramp-up in additional offshore support to match the client’s growth. The client has since scaled to several full-time teams in the Philippines supporting digital marketing, customer service, logistics, content management, data analysis and graphic design.

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ECOMMERCE GIANT INCREASES SALES RATES BY 1,000% WITH OFFSHORE DIVERSITY

1000%

300%

200%

THE CLIENT

THE CHALLENGE

THE SOLUTION

THE RESULT