Case Study
Designing a seamless Omni channel Experiences to reduce customer complaints
CX Challenge:
Our client, a leader in exclusive fashion spanning bridal to casual wear, aimed to delight customers with personalized, consistent service tailored to diverse customer profiles.
CX Approach:
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Streamlined Integration: Unified the online and in-store experiences, ensuring a seamless customer journey.
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Customer empathy mindset: Organized workshops where representatives from the head office, website, and store teams collectively mapped customer journeys for distinct personas. This joint effort led to a deep understanding of the contrasting needs of bridal and casual wear shoppers.
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Innovation in Service: Post the ideation phase, an exclusive in-store bridal service was launched, emphasizing scheduled appointments and leveraging virtual styling techniques.
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Online Enhancement: We optimized the website by introducing product customization options, subsequently easing the load on the client's call center.
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Empowered Customer Service: Training sessions were facilitated, honing the team's skills in problem resolution, enhancing customer satisfaction, and introducing effective cross-selling techniques.
CX Impact:
The refined strategy led to heightened customer satisfaction, a substantial reduction in complaints and returns, and improved sales conversion rates.