The client, a growing e-commerce retailer in London, specializes in personalized lifestyle accessories and gifts. With seasonal surges and aggressive digital marketing, they faced an influx of customer inquiries across live chat, email, and social media. During high-volume periods, response times stretched to over 8 hours, leading to missed sales and reduced satisfaction. The in-house team struggled to balance growth with daily support needs, and there were issues with inconsistent responses, abandoned chats, and difficulty maintaining brand tone across platforms.
Cloudriva solutions
CloudRiva deployed a full-time Customer Service Support Specialist for frontline coverage, using Gorgias, Shopify, Google Sheets, and Slack to manage inquiries, resolve issues, and maintain brand consistency.
Customer Service Support
Deliver exceptional customer service support with timely responses and expert care.
Operational Efficiency
Boost operational efficiency with seamless processes, smarter tools, and teamwork.
Results
Within 4 weeks, the client saw key improvements: First, the response time dropped from 6 hours to under 1 hour, live chat abandonment decreased by 45%, and customer satisfaction increased by 22%. The internal team regained 10+ hours weekly and returns/refunds were processed faster. CloudRiva’s support is seamlessly integrated.
