E-commerce CSAT Improvement: 2.8→4.4 in 90 Days
Full CX audit, agent retraining, and omnichannel implementation for a mid-sized e-commerce platform experiencing declining CSAT.
The Challenge
A mid-sized e-commerce platform with 200K monthly orders was seeing CSAT scores drop to 2.8/5, driven by long handle times, high escalation rates, and customer frustration with fragmented support channels. The platform was losing repeat customers at an accelerating rate.
Our Approach
Conducted a 3-week CX diagnostic: mystery shopping, call auditing (200 samples), handle time analysis, and agent skills assessment.
Identified root causes: absence of empowerment guidelines, no FCR tracking, channel fragmentation (voice/email handled separately), and inadequate product knowledge training.
Rebuilt agent training programme with 40-hour onboarding, live product simulation, and empowerment matrix defining resolution authority by issue type.
Integrated live chat and WhatsApp channels into a unified queue with voice, reducing average resolution time by 38%.
Established real-time CSAT tracking via post-interaction surveys, feeding daily performance dashboards reviewed in morning stand-ups.
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