eCOMMERCE CUSTOMER SERVICE CASE STUDY:
SCALING SUPPORT FOR 100% HOLIDAY SURGE
Revolutionizing eCom Support: A Holiday Success Story
Time to Read: 2 minutes
In the fast-paced world of eCom, adapting to sudden surges in customer demand can make or break a company’s success, especially during the critical holiday season. This case study explores how a multibillion-dollar international retailer partnered with Inktel to overcome the challenges of a 100% increase in Q4 peak-season customers.
The Challenge: Scaling Customer Support for Holiday Surge
With a presence in over 72 countries and 13,000 stores, the client faced a daunting task: implementing a robust customer support solution in just 20 days to handle the holiday rush. What follows is a compelling narrative of innovation, strategic planning, and flawless execution that not only met the immediate needs but also paved the way for long-term improvements in customer service and sales performance. This success story serves as a blueprint for retailers looking to enhance their eCom support capabilities in high-pressure situations.
Identifying the Problem
The client anticipated a 100% increase in Q4 peak-season customers, necessitating a rapid scaling of their customer support capabilities. With their internal resources already stretched thin, they needed an innovative solution to manage the influx of inquiries without compromising service quality.
Time Constraint
With only 20 days to implement a program, the client faced a significant time crunch. This limited window required a partner capable of swift action and efficient implementation.
Resource Allocation
The executive decision was made to outsource non-voice activity, allowing the internal staff to focus solely on inbound customer calls. This strategic move aimed to optimize resource utilization during the critical holiday period
Inktel's Innovative Solution
Strategic Partnership
Inktel partnered with the client, a first-time outsourcer, to design a tailored program that would effectively manage the holiday surge. This collaboration leveraged Inktel’s expertise in eCom support to create a solution that aligned with the client’s specific needs.
Normandy Implementation Process
Applying their proprietary “Normandy Implementation Process,” Inktel utilized past experiences and focused expertise to meet the challenges presented. This proven methodology ensured a smooth and efficient rollout of the new support system
Phased Approach
Inktel executed a phased application approach, starting with chat and email support. This strategy allowed for immediate relief during the holiday season while laying the groundwork for introducing new communication channels post-holiday
RESULTS ACHIEVED
- Zero operational downtime during peak season – every customer inquiry handled
- 40% faster resolution times on chat/email vs. their pre-holiday baseline
- Scaled to 100% increased volume without adding internal headcount
- Internal team morale boost – their staff could focus on high-value calls instead of drowning in tickets
- Laid the foundation for omnichannel support (added social/voice channels in Q1)
- Proved outsourcing works – now a permanent part of their crisis-ready playbook.
CONCLUSION
Need a stress-proof plan for your next peak season?
Get in Touch. At Inktel, we specialize in customized customer experience solutions that align with elite brand standards. Whether you’re an eComm brand or a service-driven enterprise, we can help you deliver white glove service that delights customers and drives loyalty.
Ready to elevate your customer support? Contact Us today and schedule a call to learn how we can optimize your contact center for excellence: https://www.inktel.com/contact/
