Challenge

Omnichannel support for an online and retail U.K.-based travel conglomerate client faced multi-pronged challenges:

• High volumes of avoidable B2B contacts
• Channel overload
• Reduced CSAT levels
• Poor CX online and in stores

Solution

Our account team conducted a deep dive into the support processes and reengineered them to drive better outcomes:

• Conducted root cause analysis of self-service problems
• Identified contact drivers and significant pain points for customers and store agents
• Developed and deployed education campaigns about using self-service for internal and external end-users
• Collected actionable improvement data for internal tech teams