Hawkers Success Story
Reply time
From 2 days to less than 4 hours
CSAT Increase
From 2,1 to 4,2
Australia Opening
High-class CX during expansion era
The Problem
Here, you can highlight different features of your service, such as key benefits, unique offerings, or standout qualities.
4-step plan
The customer service team was optimized, reducing the number of agents to a sustainable level.
Support was provided for Hawkers' expansion into Australia, managing all pre- and post-sales interactions, including logistics, pickups, and returns.
Zendesk, Salesforce, and Shopify were introduced to improve customer service. Flume, Orlo, and Hootsuite were used for omnichannel social media management, including both comments and direct messages.
Successfully managed a flow of 2,500 tickets daily.
3 high-class KPI's
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