SNEAKERS & STREETWEAR

Snipes Success Story

Volume managed

5,500 interactions monthly, approximately 250 calls daily.

Most Common Issues

Returns, order status, and transportation issues.

Response Time

Reduced consumer response time from 5 to 2.5 minutes.

Unanswered Calls

Reduced the number of unanswered calls from 30% to 5%.

The Problem

The rapid growth of Snipes led to a significant increase in customer service inquiries, posing a challenge for their internal team. They needed a fast and efficient solution to manage the high volume of interactions, including complaints and upset customers. Additionally, the service had to be capable of handling spikes in incidents during high-demand seasons such as Christmas and Black Friday.
Our solution

7-step allstar plan

We implemented a customized customer service solution to meet the specific needs of Snipes:

Monday to Friday, from 9:00 AM to 9:00 PM.

Spanish and English (previously they were only using Spanish)

2 fully dedicated agents, with the capacity to add an additional agent during peak demand.

Email and calls through the Snipes switchboard.

Salesforce, 3CX, and Slack for incident management and communication.

Used to track consumer volume and cases, providing measurable and qualitative data.

To keep Snipes informed about the service status. All sort of data and relevant KPI's to track performance and CSAT increase.

The outcome

3 high-class KPI's

5500

Monthly interactions

250 calls per day
2.5

Response time (in minutes)

Previously they were +5 minutes
Label
5%

Unanswered calls

Former +30%
Label
They already saved up to 30% of team allocation

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