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

The Results
Project Timeline