How a UK-Based Online Tire Retailer Saved $500K Annually Through Scaled Customer Support

Summary

We partnered with the largest online tire retailer in the UK to provide comprehensive customer support, handling over 230,000 tickets annually across multiple channels. By scaling our team and optimizing the process, we saved the client over $500K annually while enhancing customer satisfaction and operational efficiency.

Context

Our client is the leading online tire retailer in the UK, requiring specialized support across three key areas:

• Real-time booking and confirmation of customer orders with garages.
• Email and voice customer support for both pre-sales and post-sales interactions.
• Assistance in tire selection, helping customers find the right products for their needs.
• During their peak season, we scaled the team, ensuring 7-day coverage and seamless operations.

Challenges

The client needed real-time outsourced customer support and operational support, which included:

Solution

We provided end-to-end support, utilizing platforms such as Zendesk, Calabrio, CXengage, and Medallia to optimize service delivery:

• Scaled the support team to 31 agents during the peak season to ensure real-time coverage.
• Managed B2B sales calls for placing and confirming orders with garages, improving the efficiency of order fulfillment.
• Provided 7-day inbound and email support, handling customer queries related to both sales and operations.
• Actively used customer feedback to enhance the client’s website and order process.

Outcome

Our solution delivered substantial improvements in both customer satisfaction and cost efficiency:

Key Achievements

Our team’s support not only drove significant cost savings but also improved the overall Omnichannel customer experience, resulting in a higher customer satisfaction and a stronger Net Promoter Score.