Improved call centre CSAT with user friendly navigation on customer order portal
Improved call centre CSAT with user friendly navigation on customer order portal
UX/Usability audit

Problem

Our client is a popular US-based floral wire service, retailer, and wholesaler. Since the company used multiple applications for case management, order management and e-commerce, it ran into the following challenges.

  • Customer complaints were not being swiftly addressed
  •  Agents did not have a single point of access to information
  • Scaling up the call center during peak season resulted in significant training costs. Additionally, the onboarding process ended up wasting time.

Solution

Lister conducted a comprehensive creative, tech and content strategy to analyse the existing brand-specific applications for call center users. We also redesigned the order and service application experience.

Outcomes

Lister’s intervention lead to measurable results, including:

  • A reduction in the time taken to onboard contractors during peak season
  • Click to action across interfaces reduced by 1/3
  • Improved call center response leading to a significant uptick in CSAT ratings
  • Standardisation of e-commerce infrastructure, resulting in a maintenance cost reduction of 50%
Testimonial
VP IT, of an online language learning company

Lister has been a trusted partner of ours for over a decade because they are as fast and dynamic as we are.  They have grown with our business, reacted to changing technology demands, and have provided everything from thought leadership to technical experience in augmenting the needs of our business.

VP IT, of an online language learning company
Director e-commerce – A fortune 500 luxury retailer

“Lister Team, you’ve earned every bit of this. E-commerce industry knowledge, best in class solution offerings, knows the customer today and tomorrow, 24/7 resource availability – we gain time & efficiencies.

Director e-commerce – A fortune 500 luxury retailer
Director of an online evangelical prayer events organisation

Perfect, thank you Lister team. I appreciate all your efforts and initiatives!

Director of an online evangelical prayer events organisation
Director, E-commerce of one of the oldest and largest luxury jewellery brands

Thank you for the update and insights. The Jewellery Business greatly appreciates Lister.

Director, E-commerce of one of the oldest and largest luxury jewellery brands
VP, Web engineering of a leading education technology company

I have nothing but praise to you and your team.

Thanks for making this happen.

VP, Web engineering of a leading education technology company
VP, Web Strategy of a leading education technology company

"Fantastic effort all round! The business team is very excited for this new site. With your help, we will make it a tremendous success !"

VP, Web Strategy of a leading education technology company
Director e-commerce of one of the oldest and largest luxury jewellery brands in the US

“Great job, Team!!! We really appreciate your hard work, quality and timely completion. Thank you again. Great job.”

Director e-commerce of one of the oldest and largest luxury jewellery brands in the US
Head of Fulfillment and Customer Service Technology

“Thanks a million, team! When I look at the application and the raves from our Customer Service team leaders about the app, your team definitely comes to my mind. Truly great work.”

Head of Fulfillment and Customer Service Technology
Director e-commerce – A enterprise luxury jewellery brand

“Lister Team, you’ve earned every bit of this, e-commerce industry knowledge, best in class solution offerings, Knows the customer today and tomorrow, 24/7 resource availability – we gain time & efficiencies.

Director e-commerce – A enterprise luxury jewellery brand