Improving Customer Service Through Email Support

Key Results

The Problem

Provide personalized email responses to online reservation company diners

When diners use the app to make and keep their reservations, they earn loyalty points. As points accumulate, diners earn gift cards redeemable for restaurants or online retailers. Despite the app’s ease of use, problems sometimes happen.

The client needed email support for reservation disputes, no-show disputes (no points for no-shows), troubleshooting for diners who cannot access their accounts, gift card activations/ cancellations, and gift card refunds.

They had several goals they wanted to achieve, including:

Reducing response time to diner’s emails
Assuring all emails received a response within 24 hours
Delivering a high level of personalized service to diners
Maintaining consistency in communication
Providing a quality response using exceptional writing skills

Our Solution

Establish a streamlined email support program

Within 4 weeks, Radius Global Solutions began to support diners through an email channel out of our Montego Bay, Jamaica facility. We recruited, hired, and conducted on-site training for 35 agents that accessed multiple client systems, including Salesforce.

The email support program successfully launched during one of the busiest seasons for our Client. Within the first 30 days, immediate improvements were:

Reduction in response times (from 24 to 12 hours)
Service Levels (80% in 4 hours) increased to 72% from 40%

To date, our team continues to meet or exceed client goals. Explore our strategic outsourcing services to find out how we can help you achieve your business goals by delivering excellent customer experiences.

The Results

Project Timeline